Service Delivery Lead - New York City

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $130,000 - $150,000 / year

Description

Key Responsibilities

• Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships. 
• Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
• Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations.

• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence. 

• Support event, incident, problem, and change management efforts for our 1 using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
• Monthly reporting to highlight KPIs and Metrics
• Analyze data trends and present recommendations 

Skills, Knowledge and Expertise

• Historical experience managing and administering Windows Server environments
• Strong knowledge of network device configuration and administration of Cisco routers/switches. 
• Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments .
• Previous experience with virtualization technologies, including VMWare.

• Proven success in a Technical Account Manager or customer-facing engineering role.
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.

• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.

• Technical Expertise: Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed.  This would not be the primary role but having someone who can roll up their sleeves as needed
• Process & Standards Implementation: Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management.
• Operational Improvement Mindset: Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives.
• Stakeholder Management: Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations.
• Game Day Coverage: Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership. 
• Reporting & Analytics: Capable of providing operational reports, ticket analysis, and recommendations for service improvement