[Remote] Service Delivery Manager - Project Management and Professional Services
Note: The job is a remote job and is open to candidates in USA. ClearFuze Networks, Inc. is a technology company focused on delivering secure private hosting and remote managed services. They are seeking a Service Delivery Manager to lead customer onboarding and ensure successful project delivery, managing both Project Management and Professional Services teams.
Responsibilities
- Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans
- Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs
- Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers
- Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure
- Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration
- Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems
- Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust
- Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices
Skills
- 8–12+ years in IT services
- 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles
- Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions
- Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L
- Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting
- Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines)
- Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO
- VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp)
- Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU)
- Email security: Barracuda or equivalent
- Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting
Benefits
- Competitive base salary with annual bonus
- Medical, dental, vision, and other benefits
- Flexible remote work with PST collaboration windows
- Professional development and clear growth pathways
Company Overview