Service Delivery Manager (Augmentation / IT Tech Replacement Global)

The Opportunity

We are seeking a highly skilled and strategic Service Delivery Manager to own and drive two of our most critical service lines: Global Staff Augmentation and Large-Scale IT Technology Project Management.

This is not a typical SDM role. You will be the central point of ownership for ensuring the flawless delivery of specialised talent and the successful execution of complex, multi-million dollar technology refresh programs. You will act as the trusted advisor to our clients, the champion for our deployed teams, and the internal leader ensuring financial and operational excellence.

Key Responsibilities

Global Staff Augmentation Delivery:

• Serve as the primary point of contact and relationship manager for clients utilising our global augmentation services.
• Partner with Talent Acquisition to define, source, and onboard top-tier IT talent that precisely matches client requirements.
• Manage the end-to-end life cycle of all augmented resources (contractors, consultants), from onboarding and performance management to offboarding.
• Ensure high levels of satisfaction for both the client and the deployed consultants through regular check-ins, reviews, and proactive issue resolution.
• Track and report on key performance indicators (KPIs) such as utilisation, client satisfaction (CSAT), and consultant performance.

IT Technology Project Leadership:

• Lead the service delivery of major global IT transformation projects (e.g., enterprise-wide OS upgrades, hardware refresh, cloud migration support, global software rollouts).
• Develop and manage detailed project plans, timelines, budgets, and resource allocation for tech replacement initiatives.
• Coordinate closely with technical leads, project managers, and client stakeholders to ensure alignment on goals, milestones, and risk mitigation.
• Manage the logistics of global hardware/software deployment, including procurement, shipping, staging, and reverse logistics.
• Provide executive-level reporting on project status, financials, risks, and outcomes.

Strategic & Operational Management:

• Develop and manage service budgets, forecasts, and P&L for your assigned accounts and projects.
• Identify and implement continuous improvement initiatives to enhance delivery processes, increase efficiency, and reduce costs.
• Manage contractual agreements (SOWs, MSAs) and ensure all delivery aspects meet or exceed SLA commitments.
• Proactively identify and mitigate risks that could impact delivery, quality, or client satisfaction.

What We're Looking For (Qualifications)

Required:

• 5+ years of experience in a Service Delivery Manager, Senior Project Manager, or Client Success Manager role within a global IT services or consulting environment.
• Proven, hands-on experience managing large-scale IT technology replacement or refresh projects (e.g., PC/laptop refreshes, Windows upgrades, data center migrations).
• Demonstrable experience managing IT staff augmentation programs, including managing a distributed team of consultants/contractors.
• Exceptional financial acumen with experience managing budgets, forecasts, and P&L for multi-million dollar accounts.
• Outstanding client-facing and internal communication skills, with the ability to present complex ideas clearly to both technical and executive audiences.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Ability to travel globally as required (approximately 15-25%).

Highly Desirable:

• PMP, ITIL, or other relevant certifications.
• Experience with global rollout projects across EMEA, APAC, and the Americas.
• Strong understanding of modern IT infrastructure, cloud platforms (Azure/AWS/GCP), and endpoint management.

Job Type: Full-time

Work Location: In person