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Remote Service Delivery Manager Jobs in Massachusetts

Telus Digital

$124K - $156K/yr

Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business ... Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote ...

Percona LLC

SVP, Global Services (Remote)

Boston, MA

... L) management for Percona's entire portfolio of service offerings, spanning Support, Managed ... You will be at the center of reimagining what great open source service delivery looks like, not ...

Prosegur

iSOC Technical Operations Manager

Lowell, MA · Remote

... service delivery of Prosegur's iSOC. This role serves as a key liaison between iSOC Operations ... Experience in electronic security, SOC, remote video monitoring, or integrated security technology.

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Remote Service Delivery Manager information

What is a remote service delivery manager?

A Remote Service Delivery Manager is responsible for overseeing and coordinating the delivery of services to clients or customers from a remote location. They ensure that service level agreements (SLAs) are met, manage remote teams, and handle client communication to resolve issues efficiently. This role often involves monitoring performance metrics, streamlining processes, and implementing improvements to enhance customer satisfaction. Remote Service Delivery Managers use digital tools to manage workflows, facilitate team collaboration, and maintain high service quality regardless of location.

How does a remote service delivery manager effectively coordinate and support distributed teams?

A Remote Service Delivery Manager leverages digital collaboration tools and well-defined processes to manage teams across various locations. They ensure clear communication by setting regular virtual meetings, utilizing project management platforms, and establishing performance metrics. One common challenge is maintaining team cohesion and engagement remotely, which can be addressed by fostering a transparent work culture and recognizing team achievements. The role often involves close collaboration with IT, customer support, and project management teams to deliver consistent service quality. Effective managers also provide ongoing training and feedback to help team members grow within their roles.

What are the key skills and qualifications needed to thrive as a remote service delivery manager, and why are they important?

To thrive as a Remote Service Delivery Manager, you need strong project management skills, a background in IT service management, and experience coordinating distributed teams, often supported by a bachelor's degree in a related field. Familiarity with ITIL frameworks, service management platforms like ServiceNow, and remote collaboration tools such as Slack or Microsoft Teams is typically required. Excellent communication, leadership, and problem-solving abilities are crucial for building client relationships and ensuring team alignment. These skills are vital for delivering consistent, high-quality services to clients while managing dispersed teams and complex workflows remotely.

What is the difference between Remote Service Delivery Manager vs Customer Support Manager?

AspectRemote Service Delivery ManagerCustomer Support Manager
CredentialsTypically requires project management or service delivery certifications (e.g., PMP, ITIL)Often requires customer service or support certifications (e.g., HDI, CSAT)
Work EnvironmentOversees remote service teams, manages service delivery processesManages customer support teams, handles client interactions
Industry UsageCommon in IT, telecom, and tech servicesWidely used across retail, tech, and service industries

The Remote Service Delivery Manager focuses on ensuring remote service operations run smoothly, managing service quality and delivery processes. In contrast, the Customer Support Manager concentrates on customer interactions, satisfaction, and support team management. While both roles involve client communication and team oversight, their core responsibilities and industry applications differ.

What are popular job titles related to Remote Service Delivery Manager jobs in Massachusetts?

For Remote Service Delivery Manager jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Remote Service Delivery Manager jobs in Massachusetts look for?

The top searched job categories for Remote Service Delivery Manager jobs in Massachusetts are:

What cities in Massachusetts are hiring for Remote Service Delivery Manager jobs?

Cities in Massachusetts with the most Remote Service Delivery Manager job openings:

Remote Service Delivery Manager jobs near you
Infographic showing various Remote Service Delivery Manager job openings in Massachusetts as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 21% Part Time, and 4% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution.

Service Delivery Manager

Apps Associates

Acton, MA • Remote

Full-time

Re-posted 5 days ago

Job description

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the US time zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills.

Key Responsibilities:

  • Service Delivery Management:
    • Oversee the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs.
    • Ensure services are delivered on time, within scope, and within budget, while consistently meeting client expectations.
    • Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly.
    • Develop and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency.
  • Team Leadership and Development:
    • Lead, mentor, and support a team of service delivery professionals, ensuring they are well-equipped to meet client needs and achieve operational goals.
    • Foster a culture of continuous improvement and high performance within the service delivery team.
    • Provide coaching and feedback to team members, conducting regular performance evaluations and helping with career development.
  • Client Relationship Management:
    • Act as the primary point of contact for clients in the US time zone, building and maintaining strong relationships.
    • Ensure client concerns are handled effectively and solutions are delivered promptly.
    • Conduct regular service reviews and strategic meetings with clients to ensure alignment with service goals and identify areas for improvement.
    • Drive client satisfaction by ensuring smooth communication, meeting SLA's, timely issue resolution, and continuous improvement.
  • Incident and Problem Management:
    • Oversee the management and resolution of service issues and incidents, ensuring that service disruptions are minimized and effectively managed during US business hours.
    • Work with internal teams to ensure root cause analysis is conducted on recurring issues and corrective actions are implemented.
    • Manage escalations to ensure timely resolution of high-priority or critical service incidents.
  • Service Reporting and Performance Metrics:
    • Track and report on service delivery performance, including SLAs, KPIs, and other client-specific metrics.
    • Provide regular updates and performance reports to both internal leadership and clients.
    • Analyze service performance data to identify trends, performance gaps, and areas for improvement.
  • Continuous Improvement:
    • Identify opportunities to enhance service delivery processes and customer satisfaction.
    • Implement improvements and track their impact, ensuring measurable success.
    • Stay informed of industry's best practices and new technologies to continuously enhance service offerings.
  • Operational Planning and Resource Management:
    • Manage the allocation of resources to ensure service delivery goals are met efficiently and effectively within the US time zone.
    • Monitor team workload, staffing, and capacity, ensuring that resources are optimized to meet service demands.
  • Budget Management:
    • Work within established budgets and financial constraints, while ensuring high-quality service delivery.
    • Assist in budgeting and resource planning to meet service delivery goals effectively.

Qualifications:

  • Bachelor's degree in Business, IT, or a related field (or equivalent experience).
  • Years of experience in service delivery, project management, or related roles within the Oracle ERP/Fusion ecosystem.
  • Strong knowledge of service delivery frameworks such as ITIL, Agile, or similar methodologies.
  • Proven experience managing teams and client relationships, preferably in a service management environment.
  • Strong understanding of SLAs, KPIs, and service performance metrics.
  • Excellent written and verbal communication skills, with the ability to interact effectively with clients, team members, and senior management.
  • Strong problem-solving skills, capable of managing complex service delivery challenges.
  • Ability to handle multiple priorities in a fast-paced environment.
  • Familiar with tools such as ServiceNow and middleware integration platforms including Oracle Integration Cloud (OIC), Boomi, and MuleSoft.

Preferred Skills:

  • Certification in ITIL or other relevant service management frameworks.
  • Experience with cloud services, enterprise-level software, or industry-specific tools is an advantage.

Work Environment:

  • Ability to manage client interactions and service delivery in line with the US time zone working hours.
  • This position is remote-based.

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