Service Delivery Manager – Project Management, Professional Services

Job not on LinkedIn

🕒 5 days ago

🏄 California – Remote

🏄 California – Remote

💵 $90k - $115k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷‍♀️ Project Manager

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 Description

• Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans. • Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs. • Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers. • Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure. • Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration. • Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems. • Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust. • Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.

🎯 Requirements

• Experience: 8–12+ years in IT services; 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles. • Delivery excellence: Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions. • Business acumen: Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L. • Technical fluency (preferred): • o Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines) • o Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO • o VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp) • o Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU) • o Email security: Barracuda or equivalent • o PSA/Project tools: Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting • Leadership & communication: Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting.

🏖️ Benefits

• Competitive base salary with annual bonus • Medical, dental, vision, and other benefits • Flexible remote work with PST collaboration windows • Professional development and clear growth pathways