{"id":2463772,"url":"https://alion.io/job/nexcess-service-delivery-manager","title":"Service Delivery Manager","company":{"id":2155317,"name":"Nexcess","domain":"nexcess.com","url":"https://alion.io/company/nexcess-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":125000,"max":155000,"currency":"USD","period":"year","gross":null,"usd_annual":155000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Asana","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"Hyper-V","optional":false},{"name":"Jira","optional":false},{"name":"Kanban","optional":false},{"name":"Linear","optional":false},{"name":"Scrum","optional":false},{"name":"Smartsheet","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-10-13T14:35:37Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T13:13:49Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Nexcess\nNexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.\nOverview\nThe Service Delivery Manager owns the customer journey from signed agreement through go-live, including new implementations and customer migrations. This role translates scope into an executable delivery plan, leads customer kickoffs, manages schedules and dependencies, coordinates cross-functional resources, and drives environments successfully into production.\nThis is a technical service delivery role requiring strong working knowledge of cloud and private cloud infrastructure, virtualization, networking, storage, backup, and disaster recovery. While Engineering owns technical execution, the Service Delivery Manager owns the plan, timeline, communication, coordination, and overall delivery outcome.\nThe Service Delivery Manager also develops and maintains the standards, processes, documentation, and project artifacts used to deliver consistent customer implementations and migrations at scale.\nThe compensation range for this position is between $125k-$155k.\nResponsibilities\nImplementation & Migration Delivery\nOwn the customer journey from signed agreement through go-live, including scope, planning, sequencing, delivery, and customer communication.\nLead technical implementations and migrations using structured project management practices, including kickoffs, schedules, milestone tracking, risk management, status reporting, and formal go-live sign-off.\nManage private cloud migration programs, including multi-wave and multi-customer migrations.\nCoordinate dependency mapping, resource sequencing, network and IP changes, cutover planning, rollback criteria, and post-cutover validation.\nOwn and improve time-to-value for Managed Cloud implementations.\nIdentify and escalate delivery risks, dependencies, and blockers early with clear mitigation or recovery plans.\nMaintain scope discipline and ensure changes are addressed through appropriate change-control and commercial processes.\nCustomer & Cross-Functional Leadership\nServe as the primary delivery owner and escalation point throughout implementation and migration projects.\nCoordinate Engineering, Solution Engineering, Support, Customer Success, Technical Account Management, Sales, and other stakeholders around a single delivery plan.\nPartner with Sales and Solution Engineering during complex pre-sales engagements to support discovery, evaluate delivery risk, estimate effort, and validate feasibility.\nEnsure customer expectations, contractual commitments, delivery plans, and internal execution remain aligned.\nLead customer kickoffs that establish scope, responsibilities, prerequisites, timelines, escalation paths, communication expectations, and definitions of completion.\nProcess & Delivery Standards\nBuild and maintain the Managed Cloud implementation playbook, including kickoff templates, onboarding plans, runbooks, welcome materials, and standard project artifacts.\nDevelop, document, version, and maintain SOPs for implementation and migration processes.\nPartner with technical and customer-facing teams to ensure processes are practical, scalable, and aligned with actual delivery capabilities.\nDevelop documentation appropriate for different audiences, including technical runbooks, internal enablement materials, and customer-facing onboarding resources.\nDrive adoption of established processes through training, reinforcement, measurement, and review.\nFacilitate post-mortems and incorporate customer and internal feedback into continuous process improvement.\nIdentify opportunities for automation and partner with Engineering and Product to reduce unnecessary manual effort.\nProgram & Team Leadership\nMaintain program schedules across multiple customers, migration waves, dependencies, resources, and critical-path activities.\nReport implementation status, capacity, risks, and delivery performance to Managed Cloud leadership.\nEstablish scalable project management practices as implementation volume grows.\nHire, develop, and lead project managers and migration coordinators as the function expands.\nTravel approximately 5-10% as business needs require.\nAdditional Expectations\nDemonstrates and promotes the company's Impact Behaviors in all interactions and decision-making.\nDesign\nOwnership\nFirst Team\nPerformance\n\nMaintains a professional, collaborative, and client-focused approach while supporting team and organizational objectives.\nPerforms other duties, responsibilities, and special projects as assigned to meet business needs.\nQualifications\nRequired\nB2B customers, including at least 2 years supporting mid-market or enterprise engagements.\nStrong working knowledge of cloud and private cloud infrastructure, virtualization, compute, storage, networking, backup, and disaster recovery.\nExperience delivering cloud or infrastructure migrations involving platforms such as AWS, Azure, GCP, VMware, Nutanix, Hyper-V, or managed hosting environments.\nExperience managing migration activities including discovery, dependency mapping, wave planning, cutover planning, IP and DNS changes, rollback criteria, and post-cutover validation.\nExperience supporting projects from pre-sales discovery and scoping through implementation and production delivery.\nDemonstrated ability to build and maintain complex project schedules involving dependencies, resource sequencing, milestones, and critical-path activities.\nExperience developing and implementing delivery processes, SOPs, runbooks, and repeatable project standards.\nStrong technical writing skills with the ability to produce clear and actionable documentation.\nDemonstrated ability to influence and coordinate cross-functional teams without direct reporting authority.\nExperience with Agile delivery practices, including backlogs, prioritization, stand-ups, acceptance criteria, and iterative delivery.\nStrong project management fundamentals, including work breakdown, dependency management, risk tracking, change control, and executive-level reporting.\nDirect customer-facing delivery experience with mid-market or enterprise stakeholders.\nExperience using project management or PSA tools such as Linear, Jira, Smartsheet, Asana, Monday, Kantata, or similar platforms.\nAbility to independently manage complex projects, identify risks, escalate concerns, and drive work through completion.\nPreferred\nExperience within managed hosting, managed cloud, private cloud, or MSP environments.\nExperience managing repeatable, multi-wave migration programs.\nAgile delivery certification such as CSM, PSM, or SAFe; demonstrated experience is valued over certification.\nExperience applying Scrum or Kanban methodologies within customer delivery environments.\nExperience defining and implementing self-service and human-led delivery models.\nExperience building or scaling a project management or service delivery team.\nExperience supporting Nutanix migration programs.\nKey Performance Indicators\nMaintain customer onboarding satisfaction of 90% or higher, with feedback collected and addressed following completed implementations.\nAchieve on-time delivery of 90% or higher against customer commitments established during project kickoff.\nImprove average time-to-value from signed agreement through go-live by 30% within 12 months.\nDeliver migration programs according to approved schedules without unplanned customer-impacting downtime attributable to planning or coordination.\nEstablish and maintain standardized implementation processes and project artifacts across new Managed Cloud implementations.\nMaintain documented scope baselines and change logs for active projects.\nImprove early customer retention and satisfaction through consistent implementation quality.\nIncrease the number of successfully implemented customers willing to serve as customer references.\nWork Environment\nThe physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.\nWhile performing the essential duties of this job, the individual is regularly required to speak and hear\nWhile performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation\nWorks at a desk and computer screen for extended periods of time\nWorks in a traditional climate controlled office environment or from home\nWorks in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population\nDisclaimer\nThis job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”. \nEqual Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.","description_format":"text","description_chars":9882,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","Web Hosting & VPS"],"lifecycle":[{"event":"open","at":"2026-10-13T17:57:28Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":31,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":155000,"is_top_pay":false},"html_url":"https://alion.io/job/nexcess-service-delivery-manager","json_url":"https://alion.io/job/nexcess-service-delivery-manager.json","meta":{"generated_at":"2026-10-15T15:15:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23325,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2155317},"rest":"https://alion.io/mcp/rest/get_company?id=2155317"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnexcess-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnexcess-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnexcess-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nexcess-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnexcess-service-delivery-manager"}]}