Service Delivery Manager

Job Title:

Service Delivery Manager

Location:

1003 US-202, Raritan, NJ 08869 (Hybrid 3-4 days onsite) Duration: 12 Months Job Description

We are seeking an experienced Service Delivery Manager to lead a team supporting security‑focused managed services for a major enterprise environment. This role is ideal for a people‑driven leader who excels in operational delivery, client partnership, and guiding teams through complex, fast‑paced work. Based primarily in Raritan, New Jersey, this position plays a key part in ensuring our delivery teams meet expectations, follow established IAM and PAM processes, and provide a consistently high‑quality service experience.

If you thrive in a role where strong leadership, coordination, and service excellence matter, this is an opportunity to make a meaningful impact.

• Service Delivery Management, cybersecurity‑managed services environments, ITIL, Six Sigma

• Lead and support a team that delivers managed services within a client‑directed Security environment, ensuring service excellence through effective team oversight, contract adherence, operational consistency, and strong client partnership.
• Provide day‑to‑day leadership, drive continuous improvement, and ensure delivery teams follow the client’s established IAM and PAM processes.
• Serve as the primary point of contact for assigned client engagements.
• Ensure compliance with contract terms, SLAs, and SOWs.
• Lead and participate in quarterly business reviews and operational discussions.
• Identify and elevate risks, scope changes, and service issues to the Delivery Director.
• Align and communicate continuous improvement initiatives with clients and internal teams.
• Provide weekly status reports and updates to clients and internal leadership.
• Drive client satisfaction through proactive issue resolution.
• Ensure delivery teams consistently follow client‑defined IAM and PAM workflows, controls, and operational procedures.
• Act as the liaison between the client’s security/IAM leads and the Randstad delivery team.
• Ensure adherence to all delivery methodologies, processes, and reporting structures.
• Evaluate and optimize processes to improve service quality, productivity, and efficiency.
• Develop and maintain reporting, metrics, and operational dashboards.
• Manage operational budgets, overtime, and cost‑of‑service alignment.
• Analyze operational trends and identify opportunities for improvement.
• Ensure compliance with all delivery procedures and client‑specific expectations.
• Monitor project financials and ensure alignment with budget parameters.
• Identify and report potential fluctuations in service demand, costs, or revenue.
• Support growth opportunities within existing client engagements.
• Participate in planning and execution of service delivery projects as assigned.
• Supervise, coach, and mentor 25 team members across multiple locations.
• Conduct performance reviews and provide development‑focused feedback.
• Support training, certification, and career progression for delivery staff.
• Foster a collaborative, high‑performing work environment.
• Oversee onboarding, orientation, and ongoing training.
• Manage personnel issues, enforce standards, and coordinate with HR as needed.
• Participate in hiring, evaluating, and recommending staffing actions.
• Ensure consistent adherence to service quality standards and contractual obligations.
• Review critical deliverables impacting client satisfaction.
• Implement and track continuous improvement plans and quality milestones.
• Maintain a strong internal knowledge base and governance documentation.
• Drive process optimization initiatives aligned with ITIL, Six Sigma, or HDI best practices.
• Maintain operational understanding of IAM/PAM platforms used by the delivery team.
• Utilize ticketing systems, reporting tools, and performance metrics effectively.

• BS/BA degree required.
• 5 years of Service Delivery Management experience, specifically within IAM or cybersecurity‑managed services environments.
• Technical knowledge:
  Working understanding of IAM and PAM concepts and familiarity with platforms such as Beyond Trust, SAP GRC, and One Identity.
• Strong governance skills, including defining and managing SLAs/KPIs and presenting operational results to executive leadership.

• ITIL or Six Sigma certification preferred.
• Experience managing vendor transitions, rebadging efforts, and knowledge transfer programs.