Service Delivery Manager, Programs
Department: Service Delivery
Full-time
Remote (10% Travel)
Salary Range: $80,000-$95,000
Company Description:
DMD Systems Recovery, LLC (DMD) provides IT Asset Disposition solutions adhering to the most rigorous environmental and security standards to deliver confidence to companies who value our world and their reputation. We are a certified B Corp in the Electronics and Sustainability field, with facilities in Tempe, AZ, Austin, TX, and Palo Alto, CA.
Job Summary:
The Service Delivery Manager, Programs is responsible for managing the Program Management and Ticketing teams, ensuring the successful delivery of end-to-end IT services within DMD’s program offerings. This role provides leadership and operational oversight for the ticketing team and program managers, driving excellence in service delivery, customer satisfaction, and program performance. The ideal candidate combines strategic thinking with hands-on management to ensure seamless execution of IT solutions across global regions.
Key Responsibilities:
Directly manage the ticketing team and program managers, fostering a collaborative, high-performing environment that prioritizes accountability and results.
Take full ownership of the IT in a Box program’s success, ensuring services are delivered on time, within scope, and aligned with business objectives.
Implement and monitor service delivery standards, SLAs, and KPIs to maintain exceptional quality and customer satisfaction.
Identify and implement best practices to streamline workflows, improve operational efficiency, and enhance service quality.
Establish governance frameworks, maintain SOPs, and ensure adherence to compliance and security standards.
Act as the primary point of contact for internal and external stakeholders, providing clear communication and proactive issue resolution.
Manage program budgets, billing, and invoicing processes to ensure accuracy and financial integrity.
Collaborate on the creation of quotes and Statements of Work (SOWs), ensuring accurate scope definition and cost alignment.
Drive innovation in service delivery through technology adoption, process enhancements, and feedback-driven improvements.
Education and Experience:
Bachelor’s degree in IT, Business Management, or related field (Master’s preferred).
5+ years of experience in IT service delivery or program management, with leadership responsibilities, preferably in ITAD, technology, or logistics.
Strong understanding of IT infrastructure, ticketing systems, and global service delivery models.
Proven ability to manage cross-functional teams and complex programs in a fast-paced environment.
Excellent communication, problem-solving, and stakeholder management skills.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Reasonable accommodations will be made, enabling individuals with disabilities to perform essential functions.
Employment Details:
This full-time position reports to the Director of Service Delivery. The role includes salary (commensurate with experience and responsibilities) and a benefits package. DMD is an equal opportunity employer. We conduct pre-employment drug screens and background checks.
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