Service Delivery Manager (6 month contract)

Who is Trace3

Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate Automate Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine California. We employ more than 1200 people all over the United States. Our major field office locations include Denver Indianapolis Grand Rapids Lexington Los Angeles Louisville Texas San Francisco.

Ready to discover the possibilities that live in technology

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the big picture. We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The Stuff it takes to be a Needle Mover

We get things done and drive results. We lead without a title empowering others through a can-do attitude. We look forward to the goal mentallymapping outevery checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork -Humble Hungry and Smart

We are humble individuals who understand how our job impacts the companys mission. We treat others with respect admit mistakes give credit where its due and demonstrate transparency. We bring the weather by exhibiting positive leadership and solution-focused thinking. We hug people in their trials struggles and failures not just their success. We appreciate the individuality of the people around us.

JOB SUMMARY:

The Senior Service Delivery Manager (Senior SDM) will lead the delivery of managed services for high-impact client accounts under the CEM program. This role is responsible for overseeing operational excellence aligning delivery with client expectations and driving cross-functional coordination with resolver groups. The Senior SDM will serve as a strategic advisor to both clients and internal stakeholders ensuring services are delivered with consistency accountability and business value.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Lead the end-to-end client lifecycle: onboarding stabilization operations and renewals.
• Manage and govern service performance across resolver groups and CEM resources.
• Develop and maintain service runbooks operational playbooks and reporting cadences.
• Partner with CEM peers (Business Analysts Client Managers Quality Specialists) to support program deliverables.
• Conduct incident change and problem reviews in ServiceNow with clear documentation and trend analysis.
• Own renewal planning and expansion strategies based on service outcomes and value delivery.
• Present service performance SLA adherence and value metrics during QBRs and executive meetings.
• Lead post-mortems and implement lessons learned across the lifecycle.
• Drive proactive risk mitigation and capacity planning with operational teams.
• Serve as escalation point for service issues and root cause coordination.
• Mentor junior SDMs and contribute to team knowledge sharing.

REQUIRED SKILLS AND EXPERIENCE:

• Bachelors degree in IT Business or related discipline required.
• 7 years of experience in service delivery managed services or IT operations.
• Strong knowledge of ITIL v4 including incident change and problem management workflows.
• Experience using ITSM platforms particularly ServiceNow.
• Exceptional communication negotiation and executive presentation skills.
• Demonstrated success in client relationship management and delivery governance.
• ITIL v4 Certification required; PMP or equivalent certification preferred.

The Perks

• Comprehensive medical dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match 529 College Savings Plan Health Savings Account Life Insurance and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3s DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership character and passion in all that we do.

Were committed to fostering an inclusive workplace where everyone feels respected valued and empowered to grow. We recognize that embracing diversity drives innovation improves outcomes fosters collaboration boosts teammate satisfaction and builds a more inclusive culture.

As an equal opportunity employer Trace3 bases all employment decisions based on individual qualifications merit and business requirements. We do not engage in discrimination on the basis of race color religion sex (including gender identity sexual orientation and pregnancy) national origin age (40 or older) disability genetic information or any other characteristic protected by federal state or local law.

Any demographic information provided is strictly voluntary kept confidential in accordance with Equal Employment Opportunity (EEO) regulations and will not be used in employment decisions including hiring promotions or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.