Service Delivery Lead - New York City

Service Delivery Lead - New York City

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $130,000 - $150,000 / year

Description

Be Part of the Team Behind the Game

Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US?  Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client. The ideal candidate will have a good understanding of enterprise IT infrastructure and Operations, a strong customer orientation and a willingness to roll up their sleeves when necessary.

Key Responsibilities

Customer Engagement & Advocacy 

• Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships. 
• Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
• Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations.

Service Delivery & Communication

• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence. 

ITIL-Based Process Oversight

• Support event, incident, problem, and change management efforts for our 1 using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
• Monthly reporting to highlight KPIs and Metrics
• Analyze data trends and present recommendations 

Skills, Knowledge and Expertise

Technical Expertise

• Historical experience managing and administering Windows Server environments
• Strong knowledge of network device configuration and administration of Cisco routers/switches. 
• Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments .
• Previous experience with virtualization technologies, including VMWare.

Customer-Facing and Strategic Skills

• Proven success in a Technical Account Manager or customer-facing engineering role.
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.

Soft Skills

• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.

   Leadership & Team Coordination:  

• Technical Expertise: Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed.  This would not be the primary role but having someone who can roll up their sleeves as needed
• Process & Standards Implementation: Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management.
• Operational Improvement Mindset: Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives.
• Stakeholder Management: Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations.
• Game Day Coverage: Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership. 
• Reporting & Analytics: Capable of providing operational reports, ticket analysis, and recommendations for service improvement

Base Salary Range: $130,000 to $150,000
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
 
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.