{"id":2658625,"url":"https://alion.io/job/new-era-technology-service-delivery-manager-2","title":"Service Delivery Manager","company":{"id":4303,"name":"New Era Technology","domain":"neweratech.com","url":"https://alion.io/company/new-era-technology","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":11,"ghost_share":0,"stale_share":0.727,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AI","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","VC","PM","SX","TT","TC","VI"],"hiring_countries_total":38,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T21:58:02Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-03T17:21:00Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.\nAt New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.\nIf you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together\nNew Era Technology offers: \nFull Benefits\nMedical\n\nDental\n\nVision\n\n401(k) match\n\nFlexible Time Off (FTO) \n\nSUMMARY: \nThe Service Delivery Manager is responsible for the successful execution and operational delivery of projects and programs assigned to them. This role provides leadership and oversight for a team of Technical Coordination Managers, Coordination Managers, Project Coordinators, and Service Coordinators to ensure consistent execution of project/program processes, customer satisfaction, financial performance, and delivery quality across a portfolio of projects and programs.\nThe Service Delivery Manager serves as the primary leadership point of contact for assigned customers, internal stakeholders, and delivery teams. The role is responsible for driving operational excellence, managing escalations, supporting resource planning, developing team capabilities, and ensuring projects are delivered in accordance with contractual commitments and organizational standards.\n\nPRIMARY DUTIES:\nInclude, but are not limited to:\nLead and manage a team responsible for project and/or program delivery.\nProvide coaching, mentoring, performance management, and professional development opportunities for assigned team members.\nMaintain accountability for project delivery performance, customer satisfaction, schedule adherence, and financial outcomes across the assigned portfolio.\nDrive consistency in project execution, documentation, communications, and reporting standards.\nPartner with internal stakeholders, vendors, and customer stakeholders to ensure successful project delivery.\nMonitor portfolio health through review of project schedules, risks, issues, dependencies, budgets, and resource utilization.\nSupport forecasting, workload balancing, and resource planning activities across the program.\nIdentify and mitigate delivery risks while ensuring timely escalation of critical issues.\nEnsure compliance with established project governance, quality standards, contractual requirements, and company policies.\nDevelop and implement process improvements to increase efficiency, quality, and customer satisfaction.\nReview project metrics and key performance indicators to identify trends, opportunities, and corrective actions.\nSupport continuous improvement initiatives, lessons learned activities, and operational best practices.\nCollaborate with leadership on strategic planning, staffing requirements, and program expansion initiatives.\nAssist with onboarding, training, and development of new employees.\nCOMPETENCIES & KEY SKILLS\nStrong leadership and people management skills.\nAdvanced stakeholder and customer relationship management capabilities.\nExcellent verbal, written, and presentation communication skills.\nStrong organizational and portfolio management abilities.\nAbility to effectively prioritize work across multiple projects, programs, and resources.\nStrong analytical, problem-solving, and decision-making skills.\nFinancial management, budgeting, and forecasting experience.\nRisk management and escalation management expertise.\nAbility to lead through change and drive continuous improvement initiatives.\nHigh attention to detail with strong quality management focus.\nWorking knowledge of structured cabling, networking, physical security, and technology deployment projects preferred.\n\nREQUIRED EDUCATION & EXPERIENCE:\nBachelor's Degree or equivalent work experience.\nMinimum 5 years of experience managing projects, programs, or service delivery operations.\nMinimum 3 years of leadership experience managing project delivery personnel.\nExperience supporting large-scale enterprise customer programs.\nExperience managing project financials, forecasting, budgeting, and resource planning.\nProficiency with Microsoft 365 applications and project management tools\n\nLANGUAGE SKILLS: English\n\nPHYSICAL DEMANDS: Regular use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive motions such as typing, scrolling, and mouse use. Ability to communicate effectively and understand verbal communication in person, by telephone, and through video conferencing or other remote communication tools. Ability to view and read information on computer screens and printed materials, including the ability to adjust focus. The position requires prolonged periods of computer use and viewing a computer screen.\nWORK ENVIRONMENT:\nEXPECTED HOURS OF WORK: Full-time, 40 hours per week. Additional hours may be required during peak project periods or critical customer initiatives.\nTRAVEL: Travel expectations up to 20%.\n\nADA Statement\nAn individual must be able to perform the essential functions of the position, with or without reasonable accommodation. The requirements outlined in this job description are representative of the knowledge, skills, abilities, and other qualifications necessary to successfully perform the essential functions of the position. Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law.\nThis job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or requirements of the position. Duties and responsibilities may be modified, added, or reassigned based on business needs.\nEEO/AA Statement\nNew Era Technology is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. \nThis commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, transfer, leaves of absence, discipline, termination, layoff, recall, and other terms and conditions of employment.\n\nBelow is the pay range of this position for considered candidates based on qualifications and experience.\nPay Range\n$75,000—$85,000 USD\nNew Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).\nView our Privacy Policy here https://www.neweratech.com/us/privacy-policy/\nWe never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. 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