Global Service Delivery Manager

Service Delivery Manager (SDM) – Global Tech Lounge MSP

📍 New York City (Times Square) – Onsite 5 days per week

🕒 12-month contract | $70/hour medical US federal holidays as PTO

Widen the Net (WTN) is a certified B-Corp and global Managed Service Provider.

We partner with a single, world-leading technology client to provide a global Tech Lounge / End-User IT Support service across North America, Europe, and APAC.

We are now hiring a Service Delivery Manager (SDM) to stand up and own the MSP delivery model from scratch for this client.

This is not a multi-client role.

You will work exclusively with one global enterprise, with full ownership of service delivery, performance, and operational improvement.

The Role

As Service Delivery Manager, you will design, implement, and lead the global service delivery framework for the Tech Lounge function. You will act as the operational owner between the client and WTN, with autonomy and authority to shape how the service runs.

This role is hands-on, senior, and strategic, combining leadership, reporting, process improvement, and stakeholder management.

You will be based full-time onsite in Times Square, NYC (5 days per week) and will manage teams across multiple global time zones.

Key Responsibilities

• Set up and run a Managed Service Provider (MSP) delivery model from the ground up for a global Tech Lounge service
• Own day-to-day service delivery for a single enterprise client
• Lead global Tech Lounge teams across North America, Europe, and APAC
• Define and manage SLAs, KPIs, CSAT, utilisation, and service health metrics
• Build structured reporting using Jira / dashboards and provide narrative insight, root-cause analysis, and corrective actions
• Run weekly stakeholder stand-ups with senior client leadership
• Lead Quarterly Business Reviews (QBRs) with performance and improvement plans
• Identify recurring issues, bottlenecks, and inefficiencies; drive measurable service improvements
• Oversee ticket quality, escalation management, and workforce performance
• Act as escalation point for high-priority incidents and VIP support
• Work closely with WTN leadership on future scaling and resilience planning

What We’re Looking For

• Proven experience as a Service Delivery Manager / Service Manager in an MSP or with a Technology Platform/ Vendor
• Strong understanding of IT support, end-user services, or Tech Lounge–style environments
• Confident managing distributed global teams and senior stakeholders
• Comfortable owning metrics, reporting, and operational accountability
• Structured, calm under pressure, and commercially aware
• Happy working onsite 5 days per week in Times Square, NYC
• Somebody who has worked in IT

Contract Details

• Location: Times Square, New York City (onsite, 5 days per week)
• Contract: Initial 12 months
• Rate: $70 per hour
• Benefits: Medical / US federal holidays as PTO

Why This Role Is Different

• You are building a global MSP delivery model — not inheriting one
• Senior visibility and influence
• Backed by a lean, experienced MSP with full operational support