Service Delivery Lead - New York City

This is a Fully Remote Job
1. About Our Client:
The organization operates within the professional sports industry, supporting one of the largest professional sports leagues in the US. It addresses challenges related to enterprise IT infrastructure and service delivery by providing strategic IT solutions and technical support to enhance operational performance and client satisfaction.
2. About the Opportunity:
The Service Delivery Lead role focuses on serving as the technical liaison and trusted advisor for a strategic client. This position is responsible for managing service delivery, fostering long-term client relationships, and ensuring alignment between IT solutions and client business goals. The role contributes by driving operational excellence, addressing technical challenges, and supporting critical events.
3. Responsibilities:
Act as the technical escalation point of contact for assigned customers and build strategic relationships.
Understand client business goals and technical environments to align IT solutions effectively.
Review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.
Collaborate with internal teams to ensure timely issue resolution and seamless service delivery.
Communicate technical issues and solutions clearly to technical and non-technical stakeholders.
Identify incident and outage patterns, propose improvements, and drive operational excellence.
Support event, incident, problem, and change management using ITIL best practices.
Coordinate root cause analysis and follow-up for major or recurring issues.
Provide monthly reporting highlighting KPIs and metrics.
Analyze data trends and present recommendations.
Provide technical expertise in network, server, monitoring, and ticket management.
Implement process and standards following ITIL frameworks.
Lead operational improvement initiatives.
Manage stakeholder communications and expectations.
Provide leadership during critical events, including weekends.
Deliver operational reports, ticket analysis, and service improvement recommendations.
4. Requirements:
Experience managing and administering Windows Server environments.
Strong knowledge of network device configuration and Cisco router/switch administration.
Understanding of Microsoft Azure and AWS cloud solutions, including hybrid environments.
Experience with virtualization technologies such as VMWare.
Proven success in a Technical Account Manager or customer-facing engineering role.
Ability to interpret system metrics into business-aligned actions.
Excellent communication and interpersonal skills.
Strong presentation and documentation skills.
Self-motivated, organized, and able to work independently and collaboratively.
Experience with ITIL frameworks and best practices.
5. Pay Range and Compensation Package:
$130,000 - $150,000 per year.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes