Service Delivery Lead - New York City

Description

Work Hours 8AM to 5PM

Days Onsite New York City : Monday, Thursday & Sunday

Remote : Friday & Saturday

Be Part of the Team Behind the Game

Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US?  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.

Key Responsibilities

Customer Engagement & Advocacy

• 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.

Service Delivery & Communication

ITIL-Based Process Oversight

Skills, Knowledge and Expertise

Technical Expertise

Customer-Facing and Strategic Skills

Soft Skills

Leadership & Team Coordination :

Technical Expertise : Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed.  This would not be the primary role but having someone who can roll up their sleeves as needed

Process & Standards Implementation : Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management.

Operational Improvement Mindset : Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives.

Stakeholder Management : Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations.

Game Day Coverage : Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership in Eric’s absence.

Reporting & Analytics : Capable of providing operational reports, ticket analysis, and recommendations for service improvement

Please note : This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required.

Agencies / 3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency / 3 Party will be considered a gift and property of Blue Mantis, unless the Agency / 3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency / 3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners.