Service Delivery Manager; Remote

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.

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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.

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 that outcome.

• Onboarding & Service Delivery
  • New Clients
    • Participate in creation and delivery of new Agreement or Change Request.
    • Verify scope aligns to customer's 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 requirements in 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…