Service Delivery Manager (6 month contract)

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

The Senior Service Delivery Manager (Senior SDM) will lead the delivery of managed services for high-impact client accounts under the CEM program. This role is responsible for overseeing operational excellence, aligning delivery with client expectations, and driving cross-functional coordination with resolver groups. The Senior SDM will serve as a strategic advisor to both clients and internal stakeholders, ensuring services are delivered with consistency, accountability, and business value.

• Lead the end-to-end client lifecycle: onboarding, stabilization, operations, and renewals.
• Manage and govern service performance across resolver groups and CEM resources.
• Develop and maintain service runbooks, operational playbooks, and reporting cadences.
• Partner with CEM peers (Business Analysts, Client Managers, Quality Specialists) to support program deliverables.
• Conduct incident, change, and problem reviews in ServiceNow with clear documentation and trend analysis.
• Own renewal planning and expansion strategies based on service outcomes and value delivery.
• Present service performance, SLA adherence, and value metrics during QBRs and executive meetings.
• Lead post-mortems and implement lessons learned across the lifecycle.
• Drive proactive risk mitigation and capacity planning with operational teams.
• Serve as escalation point for service issues and root cause coordination.
• Mentor junior SDMs and contribute to team knowledge sharing.

• Bachelor’s degree in IT, Business, or related discipline required.
• 7+ years of experience in service delivery, managed services, or IT operations.
• Strong knowledge of ITIL v4, including incident, change, and problem management workflows.
• Experience using ITSM platforms, particularly ServiceNow.
• Exceptional communication, negotiation, and executive presentation skills.
• Demonstrated success in client relationship management and delivery governance.
• ITIL v4 Certification required; PMP or equivalent certification preferred.

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.