• Service Delivery Manager

    CTG (Coral Gables, FL)


    CTG is seeking to fill a Service Delivery Manager opening for our client in Coral Gables, FL.

     

    **Location:** Coral Gables, FL

    **Duration:** 6 months

    Duties:

    We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around endpoint devices spanning 36 to 48 months. Our services focus on Digital Workplace Solutions (DWS). The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives.

    Responsibilities include:

    + **Customer Relationship Management:**

    + Build and maintain strong, trust-based relationships with the client’s key stakeholders.

    + Act as the primary escalation point for service-related issues.

    + Conduct regular service reviews and drive continuous improvement.

    + **Contract Management:**

    + Serve as the contract owner ensuring compliance with terms and conditions.

    + Monitor and manage deliverables, milestones, and amendments.

    + **Scope Management:**

    + Manage and communicate the scope of services effectively.

    + Handle changes via a structured change management process.

    + **Financial Management:**

    + Ensure As-Delivered financials meet or exceed As-Sold expectations.

    + Drive margin improvement, accurate billing, and cost control.

    + **Inventory Management:**

    + Develop inventory plans and monitor levels to meet project needs.

    + Address aged or excess inventory issues strategically.

    + **Service Delivery Oversight:**

    + Ensure all services meet or exceed SLAs and KPIs.

    + Coordinate with cross-functional teams to ensure integrated solutions.

    + **Operational Excellence:**

    + Promote best practices and continuous improvement.

    + Leverage tools and automation to enhance service quality.

    + **Team Leadership:**

    + Manage a team of delivery specialists and coordinators.

    + Provide coaching and ensure alignment with goals and customer needs.

    Skills:

    + Deep understanding of Digital Workplace Solutions (DWS) including logistics, rollouts, and UEM.

    + Strong contract, scope, and financial management capabilities.

    + Excellent communication, leadership, and stakeholder engagement skills.

    + Proficient with ITSM platforms (e.g., ServiceNow, Microsoft Dynamics).

    + Problem-solving and strategic thinking ability.

    Experience:

    + 7+ years in service delivery or program management, preferably in managed services or IT outsourcing.

    + Demonstrated experience managing large, multi-year contracts.

    Education:

    + Bachelor’s degree in business administration, information technology, or related field.

    + ITIL Foundation certification required.

    + PMP or equivalent certification preferred.

     

    Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

     

    CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

    To Apply:

    To be considered, please apply directly to this requisition using the link provided. For additional information, please contact **Jamie Robinson** at **[email protected]** . Kindly forward this to any other interested parties. Thank you!

     

    About CTG

     

    CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .

     

    Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations.

     

    CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

     

    CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.