Service delivery lead

Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client. The ideal candidate will have a good understanding of enterprise IT infrastructure and Operations, a strong customer orientation and a willingness to roll up their sleeves when necessary.

Responsibilities

Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships; Understand client's business goals and technical environment to proactively guide and align IT solutions to their needs; Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations; Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery; Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders; Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence; Support event, incident, problem, and change management efforts using ITIL best practices; Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues; Provide monthly reporting to highlight KPIs and metrics; Analyze data trends and present recommendations; Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership

Requirements

Historical experience managing and administering Windows Server environments; Strong knowledge of network device configuration and administration of Cisco routers/switches; Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments; Previous experience with virtualization technologies, including VMWare; Proven success in a Technical Account Manager or customer-facing engineering role; Capable of interpreting system metrics and translating them into meaningful, business-aligned actions; Excellent communication and interpersonal skills; Strong presentation and documentation abilities; Highly self-motivated, organized, and comfortable working both independently and collaboratively; Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management; Strong hands-on skills in network, server, monitoring, and ticket management