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Widen the Net | B Corp™ · 3 weeks ago

Global Service Delivery Manager

NYC Metro Area

Contract

Onsite

Senior Level

$70/hr - $70/hr

Widen the Net is a certified B-Corp and global Managed Service Provider. They are seeking a Service Delivery Manager to design, implement, and lead the global service delivery framework for a Tech Lounge function, with full ownership of service delivery and operational improvement.

Human ResourcesProfessional ServicesRecruitingStaffing AgencyTraining

Hiring Manager

Fraser Riddington

Responsibilities

Set up and run a Managed Service Provider (MSP) delivery model from the ground up for a global Tech Lounge service

Own day-to-day service delivery for a single enterprise client

Lead global Tech Lounge teams across North America, Europe, and APAC

Define and manage SLAs, KPIs, CSAT, utilisation, and service health metrics

Build structured reporting using Jira / dashboards and provide narrative insight, root-cause analysis, and corrective actions

Run weekly stakeholder stand-ups with senior client leadership

Lead Quarterly Business Reviews (QBRs) with performance and improvement plans

Identify recurring issues, bottlenecks, and inefficiencies; drive measurable service improvements

Oversee ticket quality, escalation management, and workforce performance

Act as escalation point for high-priority incidents and VIP support

Work closely with WTN leadership on future scaling and resilience planning

Qualification

Service Delivery ManagementIT Support KnowledgeStakeholder ManagementMetricsGlobal Team ManagementProcess ImprovementOperational AccountabilityCommercial AwarenessCalm Under Pressure