Note: The job is a remote job and is open to candidates in USA. ClearFuze Networks, Inc. is a technology company focused on delivering secure private hosting and remote managed services. They are seeking a Service Delivery Manager to lead customer onboarding and ensure successful project delivery, managing both Project Management and Professional Services teams.
Responsibilities
- Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans
- Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs
- Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers
- Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure
- Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration
- Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems
- Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust
- Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices
Skills
- 8–12+ years in IT services
- 4–7+ years leading combined Service Delivery/Professional Services/Project Management teams in customer‑facing roles
- Proven phase‑gate governance, risk/issue management, stakeholder communications, and BAU/hypercare transitions
- Hands‑on ownership of project financials, utilization, margin, budgets, forecasts, and P&L
- Clear, confident communicator with the ability to de‑escalate issues, align teams, and maintain executive‑level reporting
- Microsoft 365 (Exchange Online migrations, Teams enablement, security baselines)
- Identity/Directory: Entra ID/AD Connect, hybrid identity, SSO
- VDI/EUC: Windows 11 desktop pools, FSLogix containers, image governance; monitoring/licensing (e.g., ControlUp)
- Virtualization & OS: VMware and/or Hyper‑V; Windows Server upgrades (e.g., 2016 → 2022/2025, ESU)
- Email security: Barracuda or equivalent
- Experience with PSA platforms (e.g., ConnectWise, Autotask) and project tracking/reporting
Benefits
- Competitive base salary with annual bonus
- Medical, dental, vision, and other benefits
- Flexible remote work with PST collaboration windows
- Professional development and clear growth pathways
Company Overview
Whether you need employee onboarding support, stronger cybersecurity, or virtual CIO services, ClearFuze creates custom IT solutions that help growing businesses thrive in Los Angeles and beyond. It was founded in 2002, and is headquartered in Los Angeles, California, USA, with a workforce of 11-50 employees. Its website is https://www.clearfuze.com.