[Remote] Service Delivery Manager - Project Management and Professional Services

Note: The job is a remote job and is open to candidates in USA. IronOrbit delivers secure, high‑performance private hosting, remote managed services, and modern workplace solutions. They are looking for a hands‑on delivery leader to manage both Project Management and Professional Services teams, ensuring seamless onboarding and successful project delivery for customers.ResponsibilitiesOwn customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plansDrive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programsLead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careersRaise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructureStandardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migrationManage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systemsPartner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trustOwn the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoicesSkills8–12+ years in IT services4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing rolesProven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitionsHands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&LClear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reportingMicrosoft 365 (Exchange Online migrations, Teams enablement, security baselines)Identity/Directory: Entra ID/AD Connect, hybrid identity, SSOVDI/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 equivalentExperience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reportingBenefitsCompetitive base salary with annual bonusMedical, dental, vision, and other benefitsFlexible remote work with PST collaboration windowsProfessional development and clear growth pathwaysCompany OverviewIronOrbit hosted desktop and managed IT services. It was founded in 1997, and is headquartered in Anaheim, California, USA, with a workforce of 51-200 employees. Its website is https://www.ironorbit.com.