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Widen the Net | B Corp™ · 1 week 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 seeking a Service Delivery Manager to establish and oversee a global Tech Lounge service delivery model for a single enterprise client. The role involves designing, implementing, and leading service delivery operations while managing teams across multiple global time zones.

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 ImprovementCommercial AwarenessCalm Under Pressure