POSITION PURPOSE:
As a Technical Delivery Manager (TDM), you’ll be the strategic technical point of contact for some of our largest clients, ensuring successful delivery of managed IT services and projects. Supporting multiple accounts at a time, you’ll act as a technical concierge and client advocate, providing proactive guidance, health assessments, and high-touch support across diverse IT environments.As a trusted technical advisor, you understand the full infrastructure landscape, interpret what’s happening behind the scenes, and help clients make strategic decisions about their environments.
In this role, you’ll build strong relationships with a range of client stakeholders, including IT Directors and CIOs, guiding them through evolving technology challenges rather than simply reacting to issues. Beyond simply delivering projects, this individual fosters long-term partnerships, advises on infrastructure performance, and drives proactive improvements. Success in this role requires a blend of technical expertise, project management capability, and a deeply customer-centric mindset. Your broad expertise across core IT systems - including servers, networking, cloud computing, virtualization, firewalls, and cybersecurity - will position you as a strategic interpreter for our clients.You’ll join a team actively shaping what excellence looks like in technical delivery - perfect for someone who’s energized by process improvement and long-term client impact.
KEY RESPONSIBILITIES:
Client Relationship & Concierge Services:
- Client Advisor: Serve as a trusted advisor to assigned client accounts, ensuring their IT services are personalized and tailored to align with business needs and objectives.
- Relationship Building: Cultivate strong, long-term relationships with key client stakeholders, identifying opportunities for additional services or improvements.
- High-Touch Service: Act as the primary point of contact for high-priority issues, ensuring swift resolution and client satisfaction.
- Proactive Engagements: Proactively identify opportunities for additional services or improvements to enhance client satisfaction.
Service Delivery Management:
- Oversee Service Delivery: Ensure managed IT services meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Performance Monitoring: Track and review service performance metrics, taking corrective actions to address issues and maintain client satisfaction.
- Team Coordination: Work with technical teams (e.g., engineers, support staff) to resolve escalated issues and ensure timely resolution.
- Client Reviews: Conduct regular service review meetings with clients to assess performance, gather feedback, and identify improvement opportunities.
- Compliance & Standards: Ensure compliance with industry standards (e.g., ITIL) and internal service delivery processes.
Project Management:
- Project Oversight: Lead the delivery of small to medium-sized IT projects, such as system upgrades, migrations, and new technology implementations.
- Planning & Execution: Develop detailed project plans, timelines, and budgets in collaboration with both clients and internal teams.
- Stakeholder Communication: Regularly update stakeholders on project status, addressing risks, changes, and issues as they arise.
- Resource Coordination: Manage resources across teams and external vendors to ensure smooth project execution.
Continuous Improvement & Quality Assurance:
- Process Optimization: Identify areas for improvement within the service delivery process, working cross-functionally with other teams to implement enhancements.
- Documentation & Reporting: Ensure thorough documentation of service activities, incident logs, and project progress.
- Post-Mortem Reviews: Lead post-project reviews to capture lessons learned and refine processes for future projects.
REQUIRED QUALIFICATIONS:
- Experience: 5+ years of experience in IT service delivery or technical project management, ideally within an MSP or similar environment.
- Technical Knowledge: A strong understanding of managed IT services, including cloud computing, cybersecurity, and network management. The TDM should have practical working knowledge of core technologies such as virtualization (VMware), firewalls (Palo Alto), servers (Windows/Linux), and MDR/security solutions, even if not serving as a hands-on expert. A solid grasp of IT infrastructure components (servers, networks, and cloud environments), along with best practices for managing and optimizing them, is essential.
- Project Management: Proven ability to manage small to medium-sized IT projects, from planning through delivery.
- Executive-Level Communication Skills: Specifically, ability to confidently engage IT Directors, CIOs, and technical teams alike by translating complex infrastructure concepts into clear, strategic guidance for diverse stakeholders.
- Problem-Solving: Ability to diagnose issues, propose solutions, and deliver high-quality results.
- Client-Centric Mindset: Ability to understand client needs deeply and deliver tailored solutions that exceed expectations.
PREFERRED QUALIFICATIONS:
- Certifications: CAPM (Certified Associate in Project Management) or PMP (Project Management Professional), ITIL Foundation/Practitioner.
- Client Relationship Experience: Experience in managing high-touch, concierge level client relationships.
- Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).
Ntirety
offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you!
Ntirety
is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.
Ntirety
thanks all candidates for their interest; however, only shortlisted candidates will be contacted.
