Service Delivery Manager

Service Delivery Manager - Remote

World Wide Technology (WWT) is seeking a motivated and experienced Service Delivery Manager to join our remote team. This role is crucial for overseeing service delivery, driving process improvements, and standardizing operations within our dynamic tech environment. You will act as a key liaison between bridge operations, project management, and tooling teams, ensuring efficient project onboarding and continuous execution enhancement.

About the Role

This position focuses on service delivery management, process improvement, tooling evolution, and operational standardization. You will be responsible for analyzing existing workflows, identifying opportunities for efficiency, and translating operational needs into structured processes and tools. A significant aspect of this role involves hands-on involvement in live bridge operations, providing coaching and training to Multi-Site Cut administrators, which may occur at various times. The role prioritizes scalability, standardization, and efficiency across multiple projects, rather than solely focusing on individual bridge execution.

Key Responsibilities

• Process Improvement & Standardization:
  • Analyze bridge workflows to identify and implement efficiency improvements, reduce friction, and eliminate manual tasks.
  • Standardize processes across projects to ensure consistent execution.
  • Refine operational flows based on real-world experience and stakeholder feedback.
• Tooling Ownership & Evolution:
  • Own and contribute to the evolution of operational tools.
  • Translate operational requirements into tooling enhancements, such as prompts, workflows, and inventory tracking.
  • Ensure tools align with real-world execution needs and partner with engineering for updates.
• Bridge Lifecycle Support:
  • Provide real-time bridge coaching and advisory support.
  • Offer guidance across multiple bridges and support escalation points.
  • Assist in shifting operations towards sustainable, repeatable execution models.
• Project Onboarding & PMO Partnership:
  • Act as a subject matter expert for onboarding new projects and workstreams.
  • Ensure PMO requirements are translated into executable, field-friendly processes.
  • Advocate for operational needs during project setup, including defining deployment guides, runbooks, and operational expectations.
• Change Management & Operational Stability:
  • Support structured change management to minimize disruption from rapid changes.
  • Stabilize operations by introducing controlled, well-communicated updates.
  • Improve adoption by embedding changes directly into tools and workflows.
• Data, Reporting & Efficiency Gains:
  • Improve data capture accuracy through structured tooling.
  • Reduce reliance on manual processes by enabling system-driven data capture and reporting.
  • Enhance visibility for PMO and leadership with standardized outputs.
• Scale & Expansion:
  • Expand standardized tools and processes beyond current programs to other clients, regions, or teams.
  • Support global scalability and cross-team consistency.
  • Drive adoption of unified tooling across diverse project environments.

Requirements

• Deep hands-on experience running bridge operations.
• Strong understanding of real-world execution challenges.
• Ability to translate operational needs into structured processes and tools.
• Comfortable working across technical, operational, and project management domains.
• Strong communication and influence skills across various teams.

What We Offer

• Salary: $85,000.00 to $100,000.00 annually (actual salary may vary based on factors such as location, experience, and performance).
• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness Program.
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement.
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year), Holidays (10 per year), Parental Leave, Military Leave, Bereavement.
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program.

Join WWT and contribute to a culture of innovation, collaboration, and belonging. We are dedicated to creating a Great Place to Work for All.