Service Delivery Manager

Be Part of enVista’s Next Chapter

enVista is emerging stronger than ever—refocused, reenergized, and ready to lead the future of supply chain and enterprise consulting. As the premier provider of supply chain technology and strategy services, material handling automation and robotics, Microsoft solutions, and IT managed services, we bring more than 20 years of unmatched domain expertise to thousands of leading brands. We don’t just solve problems, we help our clients transform the way they work, grow, and compete.

As a Service Delivery Manager, you will ensure the effective delivery of IT services to clients, oversee service quality and fosters strong client relationships. The Service Delivery Manager acts as an intermediary between the vCIO and the team’s technicians and engineers. To be effective, the SDM must combine technical expertise with strong leadership and communication skills.

This is more than just a technical role, it’s an opportunity to be a thought leader and change-maker at a pivotal time in enVista’s journey. We are investing in our people, systems, and future, and we’re looking for bold innovators who want to build with us.

Why enVista?

Our associates are at the forefront of commerce, supply chain, and technology—developing smart, sustainable solutions that improve profitability and positively impact the world. We support our people with comprehensive onboarding and training, award and recognition programs, volunteer and affinity groups, and a strong mentoring culture. We’re committed to growing top talent—and giving them the tools to thrive.

If you’re ready to step into a high-impact role with a company that’s growing, innovating, and leading the market, this is your moment.

Apply today and be part of enVista’s next chapter.

What you will do:

• Service management & timely delivery: Oversee end‑to‑end delivery of IT services, ensuring adherence to service level agreements (SLA’s) and industry best practices. Manage team members and work schedules to ensure timely delivery of deliverables and services.
• Client relationship management: Serve as the primary point of contact for service‑related inquiries and escalations. Build and maintain strong relationships, clearly communicate project status, and manage client expectations.
• Team leadership & guidance: Provide guidance to the technicians and engineers by offering advice, setting work schedules, and handling administrative tasks. Resolve technical issues and ensure clients receive services efficiently.
• Service efficiency & process improvement: Monitor service delivery metrics and drive continuous improvement initiatives; hold delivery teams accountable for ticket communication quality and invoice accuracy.
• Strategic planning & budgeting: Assist the vCIO with strategic planning and communicate regularly to clients on current and future implementations. Help create budgets and plan projects aligned with clients’ IT goals.
• Project management: Create and manage projects with Consulting Architects. Drive timelines and budgets, report status to the vCIO and clients, and coordinate resources.
• Major incident management: Act as P1 Major Incident Commander. Coordinate the response team, designate the bridge scribe, and deliver a root‑cause analysis to the client within 24 hours of resolution.
• Risk management: Identify potential risks to service delivery and develop mitigation strategies to ensure uninterrupted services.
• Change management: Create, schedule and manage change‑management requests, ensuring the work breakdown structure meets business and technical requirements.
• Compliance & governance: Ensure technologies comply with relevant regulations, industry standards and internal policies. Work with the team to manage data privacy and security compliance.
• Resource planning & utilization: Forecast and assess resource demand, request resources from resource managers when required, and balance workloads to optimize utilization.
• Reporting & analytics: Prepare regular reports on service performance and client satisfaction; present findings and recommendations to senior management.
• Travel: Ability to travel up to 25% of the time.
• Use of PSA/ticketing systems: Employ a Professional Services Automation (PSA) system to centralize workflows, resource scheduling, time tracking, ticket management and client communication. Experience with tools such as AutoTask, Connectwise or TigerPaw is highly valuable.

What you will bring:

• Bachelor’s degree in Information Technology, Business Management or a related field, or at least three years of project‑management experience
• At least 3 years of proven experience in service‑delivery management,