Remote Service Delivery Engineer Jobs in Maryland

Description
About the role: The Service Delivery Manager (SDM) is the client's primary operational advocate and is responsible for ensuring their support and service needs are understood, coordinated, and addressed across the organization. The SDM partners with the Account Manager to jointly manage the client relationship, with the SDM owning service delivery and operational matters and the Account Manager owning sales, renewals, and commercial opportunities.
This role requires strong relationship-management, communication, organization, and program-management skills. The SDM owns client escalations, leads recurring service review (cadence) meetings, supports the Account Manager with Strategic Business Reviews, and coordinates activities across internal teams to ensure commitments are completed.
The SDM is not expected to be the client's technical expert. They engage the appropriate internal specialists, help translate their guidance into clear client communication, and ensure that resulting actions continue moving forward. This is an individual contributor role that relies on influence, coordination, and accountability to ensure the delivery of exceptional client experience.
Why Dataprise
Dataprise is a private equity-backed company focused on both organic growth and strategic acquisitions of high-performing businesses that align with our philosophies and values.
Our mission is simple: delight our clients and create an outstanding people experience-internally and externally.
We are an employee-focused organization that prioritizes retention, satisfaction, and empowerment. We are committed to helping our team members grow and succeed.
Career Growth & Development
We invest in your future through:

• Internal mobility opportunities

• Continuous learning and upskilling

• Job shadowing programs and career mentorship

• Annual training allowances and LinkedIn Learning licenses for all employees

Wellness & Work-Life Balance

• Comprehensive Wellness and Rewards & Recognition Programs

• Onsite, hybrid and remote work options (may vary by role)

• 10 paid holidays

• Generous PTO

• Company paid Volunteer Time Off

• Parental leave benefits & bonding leave for new parents

Competitive Compensation & Benefits

• Competitive pay

• Comprehensive medical, dental, and vision coverage for you and your family

• Company-paid Employee Assistance Program (EAP)

• 401(k) with company match and immediate vesting

• Company paid short and long-term disability insurance

• Company paid life insurance

• Voluntary supplemental insurance through Aflac

• Voluntary pet insurance through Nationwide Pet

• Flexible Spending Accounts (FSA)

• Health Savings Account (HSA) with employer contributions

• Pre-tax commuter benefits for parking and public transit

Diversity, Equity, Inclusion & Belonging
We are committed to fostering a culture of belonging through a multi-faceted Diversity, Equity, Inclusion & Belonging (DEI&B) program which includes Employee Resource Groups (ERG's).
At Dataprise, you'll have the opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals in the industry.
What You'll Do:
Serve as the client's internal advocate for support, service delivery, and operational needs.
Build trusted relationships with client stakeholders and develop a strong understanding of their priorities, concerns, and expectations.
Partner with the Account Manager to provide coordinated, reliable, and consistent client experience.
Maintain awareness of the client's overall service experience, including open issues, recurring concerns, risks, escalations, and improvement opportunities.
Work with the Account Manager to prepare and delivery Strategic / Quarterly Business Reviews.
Lead recurring service review meetings, between SBRs, to maintain momentum on initiatives, present support performance material, and ensure ongoing client satisfaction.
Prepare structured meeting materials, including agendas, prior meeting recaps, open actions, service concerns, and upcoming priorities.
Ensure client questions, requests, and concerns are acknowledged, assigned, tracked, and addressed.
Own the coordination and communication of client escalations from initial identification through resolution or stabilization.
Document and maintain organized records of meeting decisions, responsibilities, and due dates, and provide timely post-meeting recaps.
Coordinate across teams, as needed, such as Service Desk, Infrastructure, Cybersecurity, Professional Services, and Finance.
Translate technical or specialty-team guidance into clear business and operational language for the client.
Maintain organized records of actions, owners, deadlines, dependencies, risks, and decisions.
What Skills and Experience You'll Need
A strong work and service ethic.
Experience in service delivery, client success, program management, account management, or another client-facing operational role.
Strong client relationship and stakeholder-management skills.
Demonstrated ability to manage client escalations calmly, professionally, and with a strong sense of ownership.
Excellent organizational, prioritization, and time-management skills.
Ability to coordinate multiple actions, owners, deadlines, dependencies, and workstreams simultaneously.
General familiarity with common technologies and concepts.
Ability to understand and communicate technical information without needing to serve as the technical authority.
Strong written and verbal communication skills.
Experience facilitating structured client meetings and presenting to business or executive stakeholders.
Ability to communicate difficult or sensitive information clearly and professionally.
Ability to coordinate and influence internal teams without direct authority.
Sound judgment regarding when to engage technical specialists, operational leaders, or executive leadership.
Ability to translate complex information into clear business and operational language.
Comfort working in a fast-paced environment where client priorities and operational needs may change quickly.
As a Plus
Experience working within a managed service provider, IT services organization, or technology company. Similarly complex service environment experience is strong alternative.
ITIL, project-management, service-management, or related professional certification.
Service Delivery Manager Success Factors:
SDM'swill be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to:
Existing customer satisfaction/retention from contract term status and survey results.
The identification of new recurring, project, and product revenue from their assigned customer base.
Maintaining account profitability while ensuring delivery of contractual obligations.
SDM's will be expected to grow his/her technical skillset through regular continuing education and certification such as A+, ITIL, MCSA, and sales based technical training.
Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position's Salary Range is: $70,0000-$85,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).
• The anticipated application deadline is 8/31/2026. The company reserves the right to modify or extend this deadline as needed.
• Interested candidates should apply online using the link associated with this posting.

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.