{"id":811305,"url":"https://alion.io/job/3stepit-service-delivery-manager","title":"Service Delivery Manager","company":{"id":697700,"name":"3stepIT","domain":"3stepit.com","url":"https://alion.io/company/3stepit-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":108000,"max_usd":225000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":327},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-11T07:53:51Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-09-29T15:56:23Z","board_verified":false,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":20},"description":"Be part of the team that makes circular technology happen \nService Delivery Manager, North America\nLocation: Dallas, Texas (remote)\nReporting to: Lifecycle Service Delivery Director\nRole and purpose\nThe Service Delivery Manager is responsible for overseeing the day-to-day execution of global IT Asset Disposition (ITAD) service delivery operations, ensuring high-quality customer service, operational efficiency, and adherence to service-level agreements (SLAs). The role requires strong hands-on ITAD experience and a solid understanding of the secure, compliant, and efficient lifecycle management of IT assets.\nActing as a key link between customers, operations teams, logistics partners, refurbishment and recycling providers, and other service providers, the Service Delivery Manager ensures seamless service delivery across multiple regions. Responsibilities include coordinating asset collection, logistics, processing, data erasure, refurbishment, remarketing, recycling, and reporting in line with customer requirements and contractual commitments.\nThe Service Delivery Manager supports customer programs, monitors operational performance, manages escalations, and drives continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction. The ideal candidate is experienced in managing complex service operations and coordinating multiple stakeholders across international teams, with strong leadership, communication, organizational, and problem-solving skills.\nPrimary responsibilities:\nService Delivery Management\nManage daily service delivery operations across multiple regions and facilities to ensure consistent, high-quality execution.\n\nMonitor and manage SLA performance, identifying risks and implementing corrective actions where necessary.\n\nEnsure operational workflows run efficiently and align with customer expectations and contractual commitments.\n\nCoordinate with operations, logistics, and service partners to ensure timely movement and processing of devices and materials.\n\nEscalate and resolve operational or customer service issues in a timely and professional manner.\n\nOperational Coordination & Process Improvement\nOversee work order creation, tracking, and management within internal systems.\n\nEnsure accurate documentation, reporting, and maintenance of account records and action logs.\n\nIdentify operational bottlenecks and collaborate with teams to improve service delivery processes.\n\nDrive continuous improvement initiatives to enhance efficiency, quality, and customer experience.\n\nSupport onboarding and coordination of new service or logistics partners where required\n\nWork with logistics and service partners to arrange timely collection, transport, and delivery of materials and devices, preventing delays and maintaining SLA performance.\n\nSupport efforts to grow service expansion within accounts by providing insights, context, and customer feedback.\n\nCustomer & Account Management\nAct as a primary point of contact for service-related customer communications and escalations.\n\nSupport account growth and service expansion opportunities by providing operational insights and customer feedback.\n\nParticipate in customer meetings, service reviews, and operational reporting discussions.\n\nQualifications and Competencies:\nCore Competencies\nStrong customer relationship management and communication skills.\n\nExcellent communication skills in English.\n\nExcellent organizational skills and attention to detail.\n\nAbility to work collaboratively across functions and regions.\n\nTechnical Competencies\nProficiency in Microsoft Suite/Microsoft 365 (Word, Excel, Outlook, PowerPoint).\n\nAbility to quickly learn and work with customer-specific portals and systems.\n\nUnderstanding of ITAD, depot services, logistics coordination, or technology lifecycle management preferred.\n\nBehavioral Competencies\nHigh level of professionalism and customer focus.\n\nStrong problem-solving abilities and proactive approach.\n\nAbility to work under pressure and meet deadlines.\n\nAdaptable and resourceful in dynamic situations.\n\nStrong leadership and team collaboration skills\n\nRequired Experience:\n5+ years of experience in service delivery, customer operations, program coordination, or related operational management roles.\n\nExperience within IT services, ITAD, technology lifecycle management, logistics, or related industries preferred.\n\nExperience managing cross-functional operational processes and customer-facing service delivery activities.\n\nProven track record for improving operational performance and customer satisfaction.\n\nExperience working within global or multi-regional environments preferred\n\nWhy should you join us\nWe want you to able to Be Your Best in your job - and we will support you in this. We’re a community that supports each other and works together to get things done. Collaboration is at the heart of how we operate: people and leaders are easy to approach and engaged, and fresh ideas are always welcomed.\nOur culture is friendly, forward-thinking, and focused on helping you grow. Here, you’ll have room to develop, contribute to something bigger, and feel recognized for the impact you make every day.\nAnd what´s in it for you?\nRecognition & Rewards - Bonus programs and excellence awards.\n\nContinuous Learning - Development programs, coaching, and workshops.\n\nWellbeing Focus - Flexible culture, health initiatives, and work-life balance.\n\nPurpose-Driven Work - Opportunities to contribute to sustainability and community projects.\n\nFun & Connection - Team challenges, sports activities, and annual events.\n\nContact details: For further questions, please contact our Hiring Manager, Ann Morris by email at ann.morris(at)3stepit.com. Please note we do not accept applications received via email.\nClosing date: We review applications on an ongoing basis and encourage you to apply as soon as possible.\nPlease, notice that we are unable to provide sponsorship for this role. We look forward to hearing from you!","description_format":"text","description_chars":5994,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Sports activities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","IT Asset Disposition & Refurbishing","Leasing, Auto & Equipment Finance"],"lifecycle":[{"event":"open","at":"2026-09-12T10:22:26Z"},{"event":"close","at":"2026-09-15T13:47:11Z"},{"event":"reopen","at":"2026-09-24T21:23:52Z"}],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":0.9,"p_active":0.747,"p_room":0.75,"age_days":20,"expected_fill_days":24,"reasons":["conf:61","velocity","win:late"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/3stepit-service-delivery-manager","json_url":"https://alion.io/job/3stepit-service-delivery-manager.json","meta":{"generated_at":"2026-10-03T04:10:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4273,"day_limit":5000,"remaining_today":727,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}