Service Delivery Manager

Qualifications:

• Deep hands-on experience running bridge operations
• Strong understanding of real-world execution challenges
• Ability to translate operational needs into structured processes and tools
• Comfortable working across technical, operational, and project management domains
• Strong communication and influence skills across teams

Want to learn more about Solutions Consulting & Engineering? Check us out on our platform: https://www.wwt.com/community/scande/about 

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $85,000.00 to $100,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees: 

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program 
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement 
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement 
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program 

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All! 

If you have any questions or concerns about this posting, please email taposting@wwt.com. 

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Qualifications

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

 With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all. 

Want to work with highly motivated individuals on high-performance teams? Join WWT today! 

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. 

This role is responsible for service delivery management and oversight, process improvement, tooling evolution, and operational standardization. The position acts as a critical link between bridge operations, PMO, and tooling teams, ensuring projects are onboarded efficiently and execution continuously improves. This role requires hands on live bridge, which can occur at night and day times, to coach and train new and existing Multi-Site Cut admins. The role prioritizes scalability, standardization, and efficiency across multiple projects, not just individual bridge execution.

Key Responsibilities

1. Process Improvement & Standardization

• Analyze existing bridge workflows and identify opportunities to improve efficiency, reduce friction, and eliminate manual work
• Standardize processes across projects to create consistency in execution
• Continuously refine operational flows based on real-world experience and feedback key stakeholders

2. Tooling Ownership & Evolution

• Own and help evolve operational tools
• Translate operational requirements into tooling enhancements (e.g., prompts, workflows, inventory tracking)
• Ensure tools align with real-world execution
• Partner with engineering to implement updates and new capabilities

3. Bridge Lifecycle Support (Advisory vs. Execution)

• Perform advisory and oversight role by providing real time bridge coaching
• Provide guidance across multiple bridges
• Support escalation points and intervene as needed during critical phases
• Help shift operations toward sustainable, repeatable execution models

4. Project Onboarding & PMO Partnership

• Serve as a subject matter expert for onboarding new projects and workstreams
• Ensure PMO requirements are translated into executable, field-friendly processes
• Advocate for operational needs (cut admin, deployment, tooling) during project setup
• Help define (not limited to):
  • Deployment guides
  • Runbooks
  • Operational expectations

5. Change Management & Operational Stability

• Support structured change management to reduce disruption from rapid or unclear changes
• Help stabilize operations by introducing controlled, well-communicated updates
• Improve adoption by embedding changes directly into tools and workflows rather than relying on memory or manual steps

6. Data, Reporting & Efficiency Gains

• Improve data capture accuracy through structured tooling (e.g., prompts, inventory tracking)
• Reduce reliance on manual processes by enabling system-driven data capture and reporting
• Enable PMO and leadership visibility with standardized outputs and reporting capabilities

7. Scale & Expansion Across Organization

• Expand standardized tools and processes beyond current programs (e.g., to other clients, regions, or teams)
• Support global scalability and cross-team consistency
• Drive adoption of unified tooling across diverse project environments

Success Measures

• Reduction in manual work and operational friction
• Improved bridge efficiency and throughput
• Increased adoption of standardized tools and processes
• Faster and more consistent onboarding of new projects
• Improved data accuracy and reporting quality
• Decreased operational variability across bridges