IT Service Delivery Manager This role may also be known as: Client Services Manager | IT Engagement Manager | Service Operations Manager | Managed Services Delivery Manager
THE OPPORTUNITY If you're the person clients call when things get complicated — and you actually enjoy that — this opportunity was built for you.
You've spent your career managing service delivery in environments where the margin for error is thin and the expectations are high. You know what it means to be the SPOC in the room when executives need answers. You've built the process, run the team, and taken ownership of outcomes from end to end. Now there's a seat at the table that matches what you've been doing — with the autonomy to do it your way.
This role sits at the intersection of operations, client relationships, and people leadership. You'll manage a dedicated team and collaborate across Engineering, Operations, Sales, and Product inside a well-resourced, complex, multi-client managed services organization.
WHY THIS OPPORTUNITY IS DIFFERENT Most IT service delivery roles slot you into an existing framework and ask you to maintain it. This one asks you to shape it. You'll define best practices, build operational processes, and bring your own approach to how delivery gets done — within an established organization that has the infrastructure to support serious execution.
- You're not a coordinator — you're the accountable leader for how service engagements perform, full stop
- Cross-functional exposure across Engineering, Operations, Sales, and Product means your impact reaches beyond your immediate team
- Direct access to senior leadership without having to fight for a seat at the table
- Stable, well-resourced environment with complex, multi-client service delivery — the kind of work that keeps experienced delivery leaders sharp
WHAT YOU'LL BE DOING - Define project scope, goals, and deliverables in collaboration with client requirements and business objectives
- Implement best practices and tools tailored to engagement scope and delivery needs
- Enforce engagement schedules and manage both direct and shared resources to hit deadlines
- Serve as SPOC for all engagement escalations — driving resolution and reporting status to stakeholders at every level
- Manage the interface between clients, engineers, and local and remote support teams
- Design and operate processes that blend vendor capabilities with customer expectations
- Coach, mentor, and hold your delivery team accountable for performance and outcomes
- Prepare internal and external status reports for active engagements
- Consult clients on scope, technical capabilities, and operational limitations
- Identify engagement strengths and gaps — and act on both
WHAT WE'RE LOOKING FOR - 7+ years of experience in a complex IT service delivery environment supporting end-user IT infrastructure
- Active ITIL Foundation (ITIL-F) certification — required
- Active Project Management Professional (PMP) certification — required
- Bachelor's degree or equivalent combination of education and experience
- Demonstrated experience managing teams including hiring, performance management, and corrective action
- Proven ability to develop and maintain strong client relationships and drive satisfaction and loyalty
- Exceptional verbal and written English communication skills — you present clearly to clients and executives
- Skilled at managing multiple concurrent engagements with competing deadlines
- Cross-functional collaboration experience across Engineering, Operations, Sales, and Product
- Strong sense of urgency — work gets done in the expected timelines, not around them
COMPENSATION & WORK MODEL Compensation is competitive and will be discussed during the screening process.
Employment Type: Full-Time, Permanent
Work Model: Onsite
Schedule: Monday – Friday, Regular Business Hours
Location: Birmingham, AL
HOW TO APPLY To apply or learn more, contact:
Chelsea.Garcia@tappwfs.com
ABOUT TAPP WORKFORCE SOLUTIONS TAPP Workforce Solutions is a specialized recruitment and workforce solutions firm supporting organizations across skilled trades, engineering, manufacturing, and professional services. We act as an extension of our clients' teams, delivering thoughtful, relationship-driven hiring solutions focused on long-term fit, performance, and retention.