Service Delivery Manager

Delivery Manager I

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

We are seeking an experienced and results-driven Service Delivery Manager to lead and manage the Production Support Service Delivery for an enterprise test environment platform operation.

 

 

The opportunity:

·       Service Delivery Management:

o   Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure.

o   Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met.

o   Implement and improve ITIL-aligned processes (incident, problem, change, and release management).

·       Team Management:

o   Lead a global support team of 100+ professionals including L1, L2, L3 support engineers, leads, and managers.

o   Foster a culture of accountability, continuous improvement, and operational excellence.

o   Drive workforce planning, hiring, onboarding, and performance management.

·       Stakeholder & Customer Engagement:

o   Serve as the primary point of contact for senior stakeholders, ensuring transparent communication and timely issue resolution.

o   Regularly provide operational updates, risk assessments, and service performance reports.

·       Operational Excellence & Governance:

o   Define and monitor KPIs, SLAs, and OLAs.

o   Identify areas of improvement and drive automation, efficiency, and process enhancements.

o   Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.

·       Crisis & Escalation Management:

o   Lead the resolution of high-impact incidents, coordinating across teams to minimize business disruption.

o   Own major incident communication and root cause analysis reporting.

o   Communication with all stakeholders and leadership

 

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       12+ years of experience in IT service delivery or production support, with at least 5+ years in a leadership role.

·       Proven track record of managing large-scale production support environments

·       Strong knowledge and experience in APIs, Cloud, Kubernetes

·       Telco experience

·       Experience managing globally distributed teams of 100+ FTEs.

·       Strong understanding of ITIL framework (ITIL certification preferred).

·       Demonstrated experience in stakeholder management, service governance, and delivery metrics.

·       Excellent problem-solving, communication, and organizational skills.

·       Strong analytical mindset with ability to leverage data for decision-making.

·       Experience in Agile/DevOps environments is a plus.

 

 

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Georgia

Compensation Range: $118,000-$177,000

 

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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