Sr Technical Service Delivery Manager- Austin, TX

Insight Enterprises, Inc.•Austin, TX

12d•Hybrid

About The Position

We are seeking a Technical Service Delivery Manager to lead the delivery and ongoing success of advanced asset management and integrated technology solutions. This role is responsible for ensuring high-quality service delivery, driving operational excellence, and partnering with cross-functional teams to support complex technical environments. You will work closely with presales, engineering, and delivery teams while owning service performance, client outcomes, and continuous improvement across infrastructure and managed services environments.

Requirements

10+ years of experience in technical service delivery, managed services, or technical program/project management
Experience leading delivery of complex technical solutions in enterprise environments
Strong understanding of infrastructure technologies such as Exchange, Active Directory, and storage platforms
Experience managing service performance, including SLA/KPI tracking and continuous improvement
Ability to manage risks, dependencies, and program governance (RAID management)
Strong collaboration skills with the ability to work across technical and business teams
Excellent communication skills, with experience presenting to leadership and clients
Experience with reporting and analytics tools such as Power BI
Solid understanding of system integrations, data flows, and automation
Strong problem-solving skills and the ability to troubleshoot complex issues

Responsibilities

Lead Technical Delivery: Drive end-to-end delivery of technical solutions, ensuring alignment with customer needs and timelines. Partner with engineering teams to design, test, and implement integrations. Provide guidance on system architecture, data flow, and best practices for implementation.
Manage Service Delivery: Oversee managed services across infrastructure domains such as Exchange, Active Directory, storage, and technical support. Ensure service performance meets established SLAs and KPIs. Establish and maintain delivery standards and governance processes.
Own Program Execution & Risk Management: Manage risks, assumptions, issues, and dependencies (RAID) across programs. Track milestones, delivery progress, and operational goals. Proactively identify and resolve blockers to keep projects on track.
Drive Operational Excellence: Monitor system performance, service health, and operational trends. Partner with support teams to resolve complex issues and improve long-term stability. Identify and implement process improvements and automation opportunities.
Communicate with Impact: Deliver clear, executive-level updates on performance, risks, and strategic opportunities. Lead regular business reviews, including operational and monthly reporting. Translate technical insights into meaningful business outcomes.
Improve and Innovate: Stay current with emerging technologies and recommend enhancements. Collaborate with internal teams to continuously improve solutions and processes. Incorporate client feedback into service improvements.
Ensure Data Quality & Documentation: Maintain data integrity through governance and validation practices. Develop documentation, runbooks, and best practices. Support training and knowledge sharing across teams.