SSD Service Delivery Manager SE & Gulf Coast in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an SSD Service Delivery Manager SE & Gulf Coast based in the United States.

As the SSD Service Delivery Manager SE & Gulf Coast, you will lead a high-performing technical services organization responsible for delivering exceptional on-site support across a regional customer portfolio. This role combines operational leadership, customer relationship management, and strategic planning to ensure service excellence, contractual performance, and long-term customer success. You will oversee service delivery teams, drive operational improvements, manage complex escalations, and collaborate with cross-functional stakeholders to enhance mission-critical support capabilities. Working in a remote environment with regional responsibilities, you will play a key role in developing talent, optimizing service operations, and supporting business growth through outstanding customer experiences. This is an excellent opportunity for an experienced service leader passionate about operational excellence, technical services, and people management.

• Lead and manage regional service delivery teams responsible for providing on-site technical support, hardware services, systems maintenance, and mission-critical customer support in accordance with contractual service level agreements.
• Plan, recruit, mentor, and develop technical professionals while fostering a high-performance culture focused on customer satisfaction, operational excellence, and continuous improvement.
• Establish operational priorities, monitor service delivery performance, and drive teams to achieve business objectives, service quality targets, and customer retention goals.
• Manage complex customer escalations across multiple functions and geographic regions, ensuring timely resolution and maintaining strong executive-level customer relationships.
• Partner with senior leadership to develop operational strategies, improve service delivery models, and contribute to long-term organizational objectives.
• Evaluate service effectiveness, identify opportunities for process optimization, and recommend proactive improvements that enhance operational efficiency and customer outcomes.
• Collaborate with internal teams, consulting partners, and third-party organizations to strengthen service capabilities and support the successful delivery of mission-critical solutions.

• Bachelor's degree or equivalent professional experience.
• Minimum of 5 years of experience within the technology services or customer support industry, including demonstrated leadership responsibilities.
• Previous experience managing technical service teams, operational processes, and customer support organizations in complex enterprise environments.
• Experience supporting mission-critical systems, on-site infrastructure services, or enterprise technology environments is highly desirable.
• Strong understanding of IT service management principles, including ITIL-based service delivery practices.
• Working knowledge of enterprise technical services, customer support operations, and service delivery methodologies.
• Proven ability to lead cross-functional teams, manage escalations, and build trusted relationships with customers, partners, and executive stakeholders.
• Excellent leadership, communication, negotiation, project management, analytical, and problem-solving skills.
• Strong organizational abilities with experience driving operational improvements, workforce planning, and strategic service initiatives.
• Ability to balance business objectives, customer expectations, and technical requirements in a fast-paced, service-focused environment.

• Competitive annual base salary ranging from $105,500 to $243,000 USD, depending on experience, qualifications, skills, and geographic location.
• Eligibility for performance-based variable incentive compensation.
• Remote work opportunity with flexibility to primarily work from home.
• Comprehensive health and wellness benefits supporting physical, financial, and emotional well-being.
• Professional development programs, career advancement opportunities, and ongoing learning resources.
• Inclusive workplace culture that values collaboration, diversity, and individual growth.
• Opportunity to lead regional service delivery operations supporting enterprise customers and mission-critical technology environments.