Service Delivery Manager (6 month contract)

Trace3 • Dallas, TX

2d • $65 - $90

About The Position

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.
Ready to discover the possibilities that live in technology?
Come Join Us!
Street-Smart - Thriving in Dynamic Times
We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.
Juice - The “Stuff” it takes to be a Needle Mover
We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
Teamwork - Humble, Hungry and Smart
We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.
JOB SUMMARY:
The Senior Service Delivery Manager (Senior SDM) will lead the delivery of managed services for high-impact client accounts under the CEM program. This role is responsible for overseeing operational excellence, aligning delivery with client expectations, and driving cross-functional coordination with resolver groups. The Senior SDM will serve as a strategic advisor to both clients and internal stakeholders, ensuring services are delivered with consistency, accountability, and business value.

Requirements

• Bachelor’s degree in IT, Business, or related discipline required.
• 7+ years of experience in service delivery, managed services, or IT operations.
• Strong knowledge of ITIL v4, including incident, change, and problem management workflows.
• Experience using ITSM platforms, particularly ServiceNow.
• Exceptional communication, negotiation, and executive presentation skills.
• Demonstrated success in client relationship management and delivery governance.
• ITIL v4 Certification required

Nice To Haves

• PMP or equivalent certification preferred.

Responsibilities

• Lead the end-to-end client lifecycle: onboarding, stabilization, operations, and renewals.
• Manage and govern service performance across resolver groups and CEM resources.
• Develop and maintain service runbooks, operational playbooks, and reporting cadences.
• Partner with CEM peers (Business Analysts, Client Managers, Quality Specialists) to support program deliverables.
• Conduct incident, change, and problem reviews in ServiceNow with clear documentation and trend analysis.
• Own renewal planning and expansion strategies based on service outcomes and value delivery.
• Present service performance, SLA adherence, and value metrics during QBRs and executive meetings.
• Lead post-mortems and implement lessons learned across the lifecycle.
• Drive proactive risk mitigation and capacity planning with operational teams.
• Serve as escalation point for service issues and root cause coordination.
• Mentor junior SDMs and contribute to team knowledge sharing.

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 501-1,000 employees