Service Delivery Manager (Open Internal Only)

Company Overview:   At Razor Consulting Solutions, Inc., we are a people-first technology company with a culture driven by innovation, collaboration, and result-oriented professionals. Our team is comprised of individuals who are passionate about technology and dedicated to solving complex challenges through intelligent solutions, delivering exceptional results.   Job Summary: The Service Delivery Manager is a high-visibility leadership role accountable for people management, strategic service delivery, and operational excellence across assigned client engagements. The role translates business and client priorities into delivery strategies, measurable service outcomes, and continuous improvement initiatives. Reporting to the General Manager, Professional Services, the Service Delivery Manager directly oversees the management team aligned to their assigned client engagements and serves as a trusted operational partner to client stakeholders and internal leadership. This leader owns service performance, including service-level agreements (SLAs) and key performance indicators (KPIs), drives strategic initiatives, and anticipates risks and opportunities to strengthen delivery quality, team capability, and client confidence. Key Responsibilities: Strategic Service Delivery & Stakeholder Leadership - - Own delivery outcomes under assigned Statements of Work (SOWs), aligning service strategy, resources, and priorities with contractual commitments and client business objectives. - Serve as the senior day-to-day operational partner for assigned client stakeholders, building trust and influencing decisions across delivery teams and leadership. - Translate client priorities into strategic delivery plans, balancing immediate service needs with long-term operational effectiveness. - Present service performance, strategic recommendations, risks, and improvement priorities to client stakeholders and internal leadership; escalate issues with clear options and proposed actions. - Lead SLA and KPI performance oversight, monitoring established measures and targets, analyzing trends, and driving corrective action when service performance falls short. - Lead service governance discussions and drive accountability for decisions, commitments, and follow-through across internal and client stakeholders. - Strategic Initiatives & Operational Excellence - Own workforce and capacity planning for assigned delivery teams, aligning staffing, coverage, and capabilities with current commitments and anticipated demand. - Lead operational readiness for new engagements, contract transitions, and changes in service requirements, ensuring clear ownership and sustainable delivery. - Anticipate operational risks, identify root causes, and lead cross-functional mitigation and resolution efforts with appropriate escalation to leadership. - Lead an operational excellence roadmap that prioritizes process improvement, standardization, automation, and reporting enhancements based on business impact and measurable results. - Lead strategic initiatives from prioritization through implementation and adoption, define success measures, secure stakeholder alignment, and evaluate sustained impact. - People Management & Team Development - Directly manage delivery team members, setting clear goals, responsibilities, and expectations aligned with client commitments and strategic priorities. - Coach and develop employees through regular one-on-ones, performance feedback, and development planning; address performance concerns in partnership with leadership and Human Resources. - Partner with Shared Services on recruitment and onboarding, and lead team training and development efforts to build a capable team and support employee growth. - Build a culture of accountability, collaboration, and continuous improvement while ensuring adherence to client policies, operational procedures, and internal standards. Required Qualifications:   - Education: - Bachelor’s degree in Business Administration, Project Management, or a related field, or an associate’s degree with equivalent work experience preferred. - Experience: - 3-6 years of professional experience in consulting, service delivery, operations leadership, project management, or a related field, including accountability for client-facing service outcomes and experience leading strategic or operational improvement initiatives. - 1-3 years of direct people management experience, including setting goals, coaching employees, providing performance feedback, and supporting employee development. - Technical: - Proficiency with Microsoft Office tools, including PowerPoint, Outlook, and Word, and experience using service performance reporting or operational dashboards to analyze SLA/KPI trends and guide decisions. Experience with Power BI, Power Apps, Azure DevOps, or similar platforms preferred.   Preferred Skills: - Demonstrated ability to lead strategic service delivery initiatives, align stakeholders, and manage scope, resources, budgets, and priorities preferred. - Strong strategic thinking, problem-solving, and analytical skills, with the ability to connect operational trends to business priorities and develop actionable recommendations. - Exceptional executive-facing presentation, written, and verbal communication skills, with the ability to explain complex issues and influence decisions in a high-visibility environment. - Sound judgment and adaptability in a fast-paced environment, balancing competing priorities while maintaining focus on long-term outcomes. - Ability to lead cross-functional initiatives, implement new processes and tools, guide teams through operational changes, establish clear accountability, and support adoption. - Experience translating stakeholder feedback and service performance data into prioritized improvements with measurable operational and client outcomes. Benefits Company-sponsored Health, Dental, and Vision (HDV) insurance; a 401(k) with company match; Flex Time Off; paid holidays; company-paid life insurance; an Employee Assistance Program (EAP); professional development opportunities; and optional supplemental benefits designed to support your well-being and success. EOE, Including Disability/Vets