Service Delivery Manager (Remote)

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Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

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ABOUT THE ROLE: 

The Service Delivery Manager (SDM) will ensure successful delivery of Managed Service solutions. This includes new clients being onboarded, and existing clients that are in steady state. The SDM will work with clients to ensure delivery of key performance items within a Managed Service Agreement are meeting or exceeding the customer expectations as defined. 

The SDM will coordinate regularly scheduled meetings with Managed Service customers to deliver monthly reporting metrics, review current activity, address any items or concerns, and be the liaison between customer and technical delivery team. This position will work closely with the Sales Teams to understand Client business objectives and how the Managed Services can align and support to those outcomes.

 

WHAT YOU'LL DO:

• Onboarding & Service Delivery:
  • New Clients
    • Participate in creation and delivery of new Agreement or Change Request.
    • Verify scope aligns to customers business goals and objectives.
    • Align resources (internal and external) to meet the objectives of the new agreement. This includes scope, budget, and timelines.
    • Work with finance and accounting to validate financials.
  • Current Clients
    • Draft addendums and change requests. 
    • Schedule and deliver proactive analysis of service requests - base scope and value add services. 
    • Proactive analysis of ad hoc, Day 2, and other out of scope service requests. 
  • Service Delivery 
    • Serve as POC between the customer and Trace3 account and delivery teams.
    • Critical events escalation management, including ownership of root cause analysis process.
    • Maintain a detailed understanding and provide guidance on managed service solutions and delivery options.
    • Review, analysis and recommendations on budget alignment - planned vs. actual spend.
    • Participate in the structuring of service addendums, change requests and contract renewals.
    • Schedule and deliver regular cadence stakeholder meetings in alignment with customer business goals and objectives.
    • Review and update reporting requirement sin alignment with business objectives 
  • Delivery & Validating Success (DVS) 
    • Proactive review and analysis of incidents and service requests. 
    • Review of overall activity within the account.
    • Creation and delivery of the Monthly Report.
    • Work proactively with Sales Teams to support client requests and provided feedback to Managed Services leadership to attain desired outcomes. 
    • Provide feedback to internal stakeholder in areas requiring improvement of the client experience.
    • Deliver continuous quality improvement. 
  • Business Development and Solution Penetration
    • Review and evaluate areas that Managed Services can reduce risk, improve efficiency, and save costs for our clients. 
    • Work closely with the sales teams AND managed service sales specialists to present and deliver presentations and proposals. 
  • Training
    • Work with internal teams to educate and improve the sales engagement methodology. 
    • Work with internal teams to define areas of improvement in the sales engagement process.
    • Work with clients to ensure defined engagement processes are being met. 
    • Work with our clients to ensure defined processes are always being evaluated for improvement as part of our CQI process. 

 

QUALIFICATIONS & INTERESTS: 

• Bachelor’s degree from an accredited university required.  
• A minimum of 7 years’ overall job experience in Information Technology with a minimum of 3 years’ experience in client-facing roles within Managed Services or ITSM leading QBRs, CSAT initiatives, and cross-functional service delivery. 
• Strong leadership experience and ability to build collaborative working environments.
• Team player mentality and experience building relationships with various stakeholders within an organization.
• Able to adapt to the different and unique work style of Project Managers, engineers, consultants, sales people and executives.
• Must have strong, demonstrated experience in the following areas:

• Leadership – building relationships across organizations and utilizing those relationships to collaborate.
• Process – developing processes, helping resources learn to follow processes while still being able to innovate and be creative.
• Sales – partnering with sales team to balance cost, time and quality in developing statements of work.
• Financial acumen – understanding of gross profit, net income and other business financial terms and formulas.
• Problem Solving – leverage relationships, customer skills, business acumen and creativity to solve problems.
• Risk Management – evaluating a project either in any phase (sales through delivery) to assess, prevent or manage risk. 

• Have a creative, innovative and entrepreneurial attitude.
• Ability to complete multiple tasks concurrently and deliver results under timelines and pressure. 

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The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

 

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

 

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.