Technical Project Manager / Service Delivery Manager (Managed IT Services)

ENGAGEMENT TYPE & DURATION: Contract | 6 Months (Likelihood of Extension)

WORK MODE: Onsite

TIME ZONE: EST

EXPERIENCE: 7-12 Years

Role Overview

We are looking for a Technical Project Manager / Service Delivery Manager to oversee a managed support engagement spanning Infrastructure & Endpoints, Identity & Access Management (IAM), and Enterprise Applications (Jira ecosystem).

This role is accountable for end-to-end service delivery, ensuring SLA adherence, operational excellence, and continuous improvement across all support streams.

The ideal candidate is technically fluent (not hands-on), operationally strong, and highly proactive in managing cross-functional support teams.

Key Responsibilities

Service Delivery & Operations

• Own and manage day-to-day delivery across all service areas (300 tickets/month)
• Track and ensure adherence to SLAs, response/resolution times, and service quality
• Manage ticket queues, backlog, prioritization, and escalation handling
• Run daily/weekly operational reviews and service governance cadences

Cross-Functional Team Leadership

• Coordinate across Infrastructure, IAM, and Jira/Application support teams
• Ensure clear ownership, accountability, and workload distribution
• Act as the first point of escalation for delivery issues

Technical Oversight (Non-Hands-On)

• Maintain working knowledge of:

o Endpoint & platform support (Intune, Mac management, virtualization)

o IAM systems (Okta, Active Directory, Microsoft 365)

o Jira & ITSM workflows (Jira Software, Jira Service Management)

• Challenge solutions, validate approaches, and ensure quality outcomes
• Identify recurring issues and drive root cause analysis (RCA)

Stakeholder Management

• Act as the primary interface for client stakeholders
• Translate technical issues into business impact and clear communication
• Provide regular reporting on performance, risks, and improvements

Governance & Continuous Improvement

• Drive process maturity, documentation, and audit readiness
• Identify trends and implement automation / optimization opportunities
• Improve service efficiency, reduce repeat incidents, and enhance user experience

Required Qualifications & Experience

• 5–10 years of experience in IT Service Delivery / Technical Project Management
• Proven experience managing managed services or support-based engagements
• Strong understanding of IT operations, ticketing systems, and SLA-driven environments
• Exposure to at least 2 of the 3 domains:

o Infrastructure / Endpoint Management

o Identity & Access Management

o Enterprise Applications (Jira / ITSM tools)

• Experience managing cross-functional technical teams

Key Skills & Competencies

• Strong operational ownership mindset (not just reporting)
• Ability to understand and question technical workstreams
• Excellent stakeholder communication and escalation management
• Data-driven approach to tracking performance and driving improvements
• Structured thinking and ability to manage high-volume support environments

Good to Have

• ITIL certification or familiarity with ITIL practices
• Experience with tools like Jira Service Management or similar ITSM platforms
• Exposure to automation / process optimization initiatives

What Success Looks Like

• SLAs consistently met or exceeded
• Reduction in repeat incidents and improved resolution times
• Clear visibility and reporting across all service areas
• High stakeholder satisfaction and smooth escalation handling
• Well-structured, scalable support processes

Important Note

This is not a coordination-only role. We are looking for someone who can actively own delivery, challenge the team, and drive outcomes, while being comfortable operating in a technical support environment.

Skills Required
Active Directory, Okta, Intune, Enterprise Applications, Microsoft 365, Virtualization