Service Delivery Manager

WHAT YOU'LL BE DOING

Service Delivery Manager

The Service Delivery Manager is responsible for overseeing the successful delivery of IT projects and services by managing and supporting a team of Project Managers. This role ensures operational excellence in project execution, maintains adherence to project management standards, and acts as a key escalation point for project-related risks, both technical and financial. The position is primarily operational, with a strong focus on governance, quality assurance, and continuous improvement.

Roles and Responsibilities:

• Provide leadership and direction to a team of Project Managers to ensure successful execution of IT projects according to defined scope, schedule, and budget.
• Meticulous in attention to detail, as this role requires the processing and oversight of Services order processing and compliance
• Ensure that project teams adhere to organizational delivery standards, frameworks, and methodologies.
• Monitor project health across the Business Unit portfolio, proactively identifying risks ensuring timely interventions.
• Oversee resource allocation across projects, resolving conflicts and optimizing utilization. (PM resources)
• Regularly audit project artifacts, including charters, project plans, risk logs, change logs, status reports, and closure documents, to ensure compliance with quality standards and internal controls.
• Validate that project management deliverables are complete and accurate
• Ensure adherence to organizational Iron Bow's PMO processes,
• Evaluate project documentation for completeness, version control, and audit-readiness.
• Act as the primary escalation point for high-impact project risks-both technical and financially.
• Engage with Engineering team accordingly regarding technical risks and challenges
• Oversee project risk and issue management practices, ensuring all project managers are identifying, tracking, and escalating appropriately.
• Communicate critical risks to senior leadership and stakeholders, including impact assessments and proposed mitigation plans.
• Collaborate with Contracts and/Finance accordingly to escalate and resolve risks that may affect contractual delivery, SLAs, or profitability.
• Manage, mentor, and develop project management staff, providing performance feedback, coaching, and professional development.
• Conduct regular Project Management Reviews (PMRs) with Project Managers to assess progress, compliance, and risk posture.
• Promote a culture of accountability, collaboration, and operational discipline across the delivery team.
• Act as the liaison between project teams, executive leadership, and business stakeholders to ensure alignment and transparency in project execution.
• Provide regular operational reporting, including project health summaries, delivery metrics, and financial performance indicators.
• Support pre-sales and customer engagement efforts as needed, contributing insights regarding delivery capabilities, risks, and resource planning.
• Partner well with Business Unit Leaders and Consulting Sales Engineering to support project scoping efforts.
• Lead efforts to evolve and refine project delivery frameworks, tools, and templates based on industry best practices and organizational lessons learned.
• Identify systemic delivery issues or process inefficiencies and recommend improvements to include Executive Leadership, CTO, Engineering, etc.
• Support internal audits, compliance reviews, and process maturity assessments related to project management and delivery practices.
• Ensure continuous education and enforcement of project methodology guidelines among delivery teams.

WHAT YOU BRING TO THE TABLE

• A passion for excellence and a drive to make a real impact-you're not just looking for a job, you're ready to build something meaningful
• A collaborative spirit-someone who thrives in a team environment and lifts others up while delivering their best work
• A growth mindset-you're curious, adaptable, and always looking for ways to improve, learn, and evolve
• Strong communication skills-you know how to share ideas clearly, listen actively, and contribute to a positive, respectful dialogue
• A proactive approach-you take ownership, anticipate challenges, and move forward with confidence and accountability
• Creativity and problem-solving chops-you bring fresh ideas to the table and enjoy finding smart, effective solutions
• A commitment to quality-you care about the details and take pride in producing work that reflects excellence
• An excitement to be part of something bigger-you align with our mission, believe in our vision, and want to grow with a company that's going places

TRAVEL REQUIREMENTS

• Travel is required for approximately 25% to customer locations as necessary

WHY YOU'LL LOVE IT

• Be part of a team that values professional and personal growth and provides a challenging and rewarding work environment.
• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

#LI-PD1