Senior Service Delivery Manager

GBH

. Oversee the full lifecycle of projects from initiation and planning through execution, regulation, and closure .

Posted 9/23/2026contractRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in project management, overseeing the full lifecycle of projects while ensuring adherence to quality, budget, and timelines. Proficient in Agile frameworks and continuous improvement initiatives, with strong leadership and client-facing skills.

Highest-signal resume keywords

Project ManagementAgile FrameworksCSM CertificationPMP CertificationService Delivery Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project PlanningSDLCIncident ManagementCapacity PlanningProcess Improvement

Soft Skills

LeadershipConflict ManagementCommunicationCustomer ServiceOrganizational Skills

Certifications & Qualifications

CSMCSPOPMPCAPM

Industry Keywords

ISO 20000ITSMTechnology ServicesService ManagementStakeholder Management

Tech Stack

Tools & technologies

ITSMPMPSDLC

About the role

Key responsibilities & impact

Oversee the full lifecycle of projects from initiation and planning through execution, regulation, and closure
Ensure delivery against agreed scope, timelines, quality, and budget standards
Act as the main point of contact for client expectations
Coordinate escalations and guide project operations across multiple engagements
Manage customer expectations throughout service delivery
Own objectives and ensure continuous delivery of value to clients
Oversee teams for high performance and alignment with project and client goals
Drive continuous improvement in service delivery and operational excellence
Orchestrate end-to-end service delivery management while maintaining high-performing teams and client satisfaction
Define priorities, conduct project planning, coordinate across disciplines and departments, and manage releases
Manage major incidents, coordinate resolution, communicate with stakeholders, and lead post-incident reviews
Monitor, control, and support service delivery while ensuring adherence to systems, methodologies, and procedures
Champion service and support in projects, minimizing service impacts
Ensure service quality and performance, including future growth and demand in capacity planning
Identify and lead continuous improvement initiatives for customer and internal processes
Mentor, train, set targets, and manage staff performance
Foster collaboration across technical and non-technical stakeholders to achieve high-quality project goals

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or equivalent
5+ years of project management experience
Experience with SDLC and application of Agile frameworks
Schedule requirements: EST plus occasional early-Australia overlap to coordinate with AU-based teams; no permanent overlap requirement
CSM and/or CSPO Certifications (a plus)
Master’s degree in Business Administration, Project Management, or Service Management (a plus)
Experience in technology services (a plus)
ISO 20000 (ITSM) readiness (a plus)
CAPM/PMP certification (a plus)
Passion for process improvement
Excellent leadership and people management skills
Strong conflict management skills
Outstanding verbal and written communication skills
Willingness to support and mentor junior staff
Excellent customer service and client-facing skills
Ability to work under pressure and meet deadlines
Flexibility to work in shifts and outside regular business hours
Strong organizational skills
Ability to handle confidential and sensitive information
Self-discipline and accountability
Ability to manage and prioritize tasks and time efficiently
Initiative and a proactive mindset

Benefits

Comp & perks

Empowering, friendly, fast-paced, and inclusive work environment
Open and empathetic culture promoting team growth
Learning and development opportunities
Competitive, unbiased, and fair rewards
Flexible working opportunities
Family-friendly policies
Ability to manage your own time