Blue Mantis · 18 hours ago
Service Delivery Lead - New York City
Philadelphia, PA
Full-time
Hybrid
Senior LevelBlue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization. They are seeking a Service Delivery Lead to act as a technical liaison and trusted advisor for a strategic client, focusing on customer engagement, service delivery, and ITIL-based process oversight.
Data CenterInformation TechnologySoftwareVirtualization
Responsibilities
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
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
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
Qualification
Required
Strong foundation in enterprise IT systems
Good understanding of enterprise IT infrastructure and Operations
Strong customer orientation
Willingness to roll up their sleeves when necessary
Act as a technical escalation point of contact for assigned customers
Understand client's business goals and technical environment
Regularly review system health reports, performance metrics, processes, and KPIs
Collaborate with internal support and engineering teams
Communicate complex technical issues and solutions clearly
Identify patterns in incidents and outages
Support event, incident, problem, and change management efforts using ITIL best practices
Coordinate root cause analysis and ensure timely follow-up with clients
Monthly reporting to highlight KPIs and Metrics
Analyze data trends and present recommendations
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
Previous experience with virtualization technologies, including VMWare
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
Excellent communication and interpersonal skills
Strong presentation and documentation abilities
Highly self-motivated, organized, and comfortable working both independently and collaboratively
Strong hands-on skills in network, server, monitoring, and ticket management
Experience with ITIL frameworks and driving adoption of best practices
Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives
Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders
Cover critical events, including weekends, with the ability to coordinate with remote teams
Capable of providing operational reports, ticket analysis, and recommendations for service improvement
Company
Blue Mantis
Blue Mantis is a security-first, IT solutions and services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud.
Founded in 1992
201-500 employees
H1B Sponsorship
Blue Mantis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2020-12-17Private Equity
Leadership Team
Jason Bernstein
Vice President of Sales Operations
Company data provided by crunchbase