Global Service Delivery Manager

Service Delivery Manager (SDM) – Global Tech Lounge MSP

📍 Palo Alto / Seattle / LA (West Coast) – Onsite 5 Days per Week

🕒 12-Month Contract | $75 per Hour

About Widen the Net

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

We partner with a world-leading technology client to deliver 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 build and lead the MSP delivery model for this client from the ground up.

This role will work exclusively with one global enterprise client, taking ownership of service delivery, operational performance, governance, and continuous improvement across a global support environment.

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 the autonomy and authority to shape how the service operates and evolves.

This is a hands-on senior leadership role combining operational management, stakeholder engagement, reporting, governance, and service improvement.

The position is based full-time onsite in Palo Alto, Bellevue or LA, supporting teams and stakeholders across multiple global time zones.

Key Responsibilities

• Build and operate 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 Tech Lounge support teams across North America, Europe, and APAC
• Define and manage SLAs, KPIs, CSAT, utilisation, and overall service health metrics
• Develop structured reporting through Jira dashboards and operational reporting packs
• Provide narrative insight, root-cause analysis, and corrective action planning
• Run weekly operational and stakeholder meetings with senior client leadership
• Lead Quarterly Business Reviews (QBRs), including service performance and improvement plans
• Identify recurring issues, operational bottlenecks, and service inefficiencies, driving measurable improvements
• Oversee ticket quality, escalation management, and workforce performance
• Act as the escalation point for high-priority incidents and VIP support issues
• Partner closely with WTN leadership on future scaling, resilience, and operational maturity

What We’re Looking For

• Proven experience as a Service Delivery Manager, Service Manager, or similar operational leadership role within an MSP, technology platform, or enterprise IT environment
• Strong understanding of IT support operations, end-user services, or Tech Lounge-style environments
• Experience managing distributed global teams and engaging with senior stakeholders
• Comfortable owning service metrics, reporting, operational governance, and accountability
• Structured, commercially aware, and calm under pressure
• Confident working in a fast-paced onsite environment
• Happy working onsite in Bellevue 5 days per week
• Background within IT support, infrastructure, or end-user services

Contract Details

Location: Palo Alto, Bellevue or LA(Onsite – 5 Days per Week)

Contract Length: Initial 12 Months

Rate: $75 per Hour

Why This Role Is Different

• Opportunity to build a global MSP delivery model rather than inherit an existing one
• High visibility with both client and leadership stakeholders
• Backed by a lean, experienced MSP with strong operational support
• Genuine ownership and influence over how the service is designed and delivered