Manager, Service Delivery
Austin TX, Reston VA, or Chicago, IL
Managed Services /
Full-time /
Hybrid
At Brightspot®, we believe technology should enable content-focused teams to work smarter, faster, and more seamlessly to move businesses forward. Our world-class delivery team has decades of collective experience supporting digital transformation efforts for some of the world’s most well-known companies – from eCommerce brands and media organizations to corporate businesses. Brightspot prides itself on being a leading content management system built to grow and adapt to any business.
We’re looking for a Service Delivery Manager for our Managed Services team. They will be responsible for managing specific, high-profile clients from launch preparation through post-launch maintenance. We work in an open, collaborative environment and seek contributors who enjoy working with others and helping a product come to market smoothly and successfully.
Responsibilities
- Own a portfolio of Managed Services clients - track their progress through website launch planning, website launch, warranty, and maintenance phases.
- Coordinate website launch planning with the client and internal teams, to include infrastructure readiness, and launch day planning is executed
- Own the incident and escalation process for clients, ensuring satisfactory resolution, communication, and closure on each.
- Manage and track the service delivery process for IT Operations - ensure systems, methodologies, and procedures are in place and followed
- Advise leadership on relevant policies, activities, and industry trends
- Champion the client internally when issues outside of IT Operations’ control impact the availability and functioning of the client’s property
- Participate in internal and third-party service review meetings covering performance, service improvements, quality, and processes
- Maintain a comprehensive understanding of IT operational technologies, architecture, and standards as practiced at Brightspot in order to educate and guide clients through launch and maintenance steps
- Maintain a comprehensive understanding of IT security policies and standards as practiced at Brightspot in order to assist with security inquiries from sales and clients
Qualifications
- 3-5+ years of professional operations/IT experience, particularly around hosting and managing websites.
- Excellent communication skills with clients and stakeholders
- Excellent project management skills
- Strong understanding of web and content-based architectures (web servers, load balancing, caching, DNS, and security)
- Understanding of cloud-based services, such as AWS, GCP, and Azure
At Brightspot®, we value diversity and strive to create an inclusive environment where all employees can thrive. We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.
Visit www.brightspot.com and follow us on Twitter @TeamBrightspot to learn more about our story and solutions!
