Service Delivery Manager

WHY JOIN ENTREGA
Entrega is a growing technology professional services firm headquartered in Michigan, delivering enterprise technology, digital, and business solutions to global clients. We help leading organizations solve complex business challenges through the successful execution of business-critical technology initiatives, supported by our ongoing investment in our people, processes, and technology.

At Entrega, we believe exceptional client outcomes begin with exceptional employees. We provide an environment where professionals are trusted with meaningful responsibility, supported by experienced leadership, and empowered to make a measurable impact.

You'll work alongside a talented team serving Fortune 500 clients, contribute to high-visibility initiatives, and have opportunities to influence how our company continues to grow. As we expand, employees who consistently deliver results have opportunities to broaden their responsibilities, advance their careers, and help shape the future of the organization.

If you're looking for an opportunity to make a meaningful impact, learn and grow professionally, and help shape the future of a growing professional services firm, we encourage you to explore a career with Entrega.

POSITION DETAILS
The following information provides an overview of the work arrangement and key logistical aspects of the role. Specific details may vary based on business needs and the requirements of the position.

• Work Location: Onsite – Troy, Michigan
• Employment Type: Full-Time
• Travel: Occasional local travel, as needed

POSITION SUMMARY
Entrega is seeking an experienced Service Delivery Manager to own delivery outcomes across assigned client engagements and ensure client commitments are delivered successfully, consistently, and with strong operational discipline.

The Service Delivery Manager serves as the primary delivery leader for assigned client relationships, maintaining accountability for overall delivery performance, client delivery confidence, engagement health, and the successful fulfillment of delivery commitments. This role provides leadership across projects and services, ensuring delivery remains aligned with agreed scope, schedule, budget, quality, and client expectations.

Working across Project Managers, Delivery Leads, delivery teams, and operational partners, the Service Delivery Manager creates alignment around client priorities, monitors engagement health, identifies risks early, and drives resolution when delivery challenges arise. The role maintains a broader view across the engagement while ensuring individual projects and delivery activities collectively produce the outcomes committed to the client.

This is a hands-on delivery leadership role for a professional who combines strong client presence with operational judgment, financial awareness, and the ability to influence complex delivery organizations. The ideal candidate can build trusted client relationships while maintaining the accountability and discipline necessary to deliver consistently strong results.

RESPONSIBILITIES
This description reflects the primary accountabilities of the role and is not intended to be an exhaustive list of all responsibilities. Role scope may evolve in alignment with business needs.

• Client Delivery Leadership
  • Serve as the primary delivery leader for assigned client engagements and maintain accountability for overall delivery outcomes.
  • Ensure delivery commitments, expectations, priorities, and success criteria are clearly understood across client and internal stakeholders.
  • Maintain regular communication with client stakeholders regarding delivery progress, performance, risks, priorities, and emerging needs.
  • Build trusted client relationships through consistent delivery performance, transparency, responsiveness, and sound judgment.
  • Ensure delivery outcomes remain aligned with agreed scope, schedule, budget, quality, and client expectations.
  • Represent Entrega's delivery organization professionally and effectively with client stakeholders.
• Engagement Health & Delivery Oversight
  • Maintain comprehensive visibility into delivery health across assigned projects, services, and workstreams.
  • Monitor delivery performance against client commitments and identify emerging concerns before they materially affect outcomes.
  • Ensure Project Managers maintain disciplined project execution and appropriate visibility into scope, schedule, milestones, risks, issues, and dependencies.
  • Coordinate with Delivery Leads and delivery teams to ensure production activity remains aligned with engagement priorities and commitments.
  • Evaluate the combined impact of project performance, staffing, capacity, dependencies, and other operational factors on overall engagement health.
  • Drive corrective action when delivery performance is not meeting expectations.
• Delivery Governance & Accountability
  • Establish and maintain appropriate delivery governance across assigned engagements.
  • Ensure delivery teams operate with clear responsibilities, priorities, decision-making processes, and escalation paths.
  • Conduct or participate in structured delivery reviews to evaluate engagement health, performance, risks, and required actions.
  • Ensure material delivery decisions, commitments, risks, and corrective actions have clear ownership and follow-through.
  • Hold appropriate stakeholders accountable for commitments affecting delivery outcomes.
  • Promote consistent adoption of Entrega's delivery processes, standards, and operating practices.
• Risk, Issue & Escalation Management
  • Identify delivery risks, issues, dependencies, and potential client concerns early and ensure appropriate action is taken.
  • Lead the resolution of significant delivery challenges that require coordination across projects, teams, or functions.
  • Establish clear mitigation and recovery plans when delivery performance is at risk.
  • Escalate material risks and issues to appropriate leadership with clear context, impact, options, and recommended actions.
  • Lead structured responses to client concerns related to delivery performance.
  • Maintain calm, transparent, and solution-oriented leadership during delivery escalations.
• Financial & Operational Performance
  • Maintain visibility into the financial and operational health of assigned engagements.
  • Partner with Finance and operational teams to understand project and engagement performance, including budget, staffing, utilization, resource needs, and other relevant delivery measures.
  • Identify delivery decisions or conditions that may affect engagement financial performance and address concerns proactively.
  • Ensure delivery plans and resource decisions remain aligned with approved client commitments and business expectations.
  • Support forecasting and planning by providing accurate information regarding delivery demand, staffing needs, risks, and expected performance.
  • Balance client outcomes with responsible stewardship of Entrega's resources and financial commitments.
• Cross-Functional Delivery Alignment
  • Coordinate across Project Managers, Delivery Leads, delivery teams, resource functions, Finance, and other operational partners to maintain alignment around delivery commitments.
  • Ensure teams understand client priorities, delivery expectations, and the business context required to execute effectively.
  • Partner with resource and operational teams to ensure appropriate capacity and capabilities are available to support delivery commitments.
  • Resolve cross-functional delivery challenges and clarify ownership when responsibilities span multiple teams.
  • Create alignment between client expectations and internal execution without assuming direct management responsibility for every contributor involved in delivery.
• Client & Business Partnership
  • Partner with client relationship leaders to maintain alignment between commercial commitments, client priorities, and delivery capabilities.
  • Provide delivery insights that support client planning, renewals, growth opportunities, and broader relationship management.
  • Identify emerging client needs or opportunities encountered through the delivery relationship and connect them with the appropriate internal stakeholders.
  • Ensure new or changing commitments are evaluated from a delivery perspective before execution expectations are established.
  • Maintain clear boundaries between delivery accountability and commercial ownership while supporting the overall success of the client relationship.
• Delivery Improvement
  • Identify recurring delivery challenges, process gaps, and opportunities to improve engagement performance.
  • Contribute to the continuous improvement of delivery governance, reporting, processes, tools, and operating practices.
  • Apply lessons learned across engagements to improve future delivery performance.
  • Help strengthen delivery capabilities and management discipline across the organization.
  • Promote a culture of accountability, transparency, continuous improvement, and delivery excellence.

QUALIFICATIONS
The following qualifications reflect the experience, capabilities, and attributes typically required to perform successfully in this role.

• Experience
  • 8–12+ years of progressive experience in professional services, consulting, technology services, digital solutions, or other complex delivery environments.
  • 3–5+ years of experience in a delivery leadership role such as Service Delivery Manager, Engagement Manager, Delivery Manager, Program Manager, or comparable position.
  • Demonstrated experience owning delivery outcomes across complex client engagements involving multiple projects, workstreams, stakeholders, or delivery teams.
  • Experience managing enterprise client relationships from a delivery perspective.
  • Demonstrated experience managing delivery risks, escalations, stakeholder expectations, and engagement challenges.
  • Experience working across Project Managers, delivery teams, resource functions, and business leaders to achieve delivery outcomes.
  • Experience managing or influencing delivery performance in environments where contributors may not report directly to the role.
  • Experience supporting enterprise or Fortune 500 clients with complex stakeholder environments preferred.
  • Experience with project-based services, managed services, managed capacity, or comparable professional services delivery models preferred.
• Knowledge & Skills
  • Strong understanding of professional services delivery, engagement management, and project delivery principles.
  • Strong client relationship and stakeholder-management capabilities with the ability to establish credibility with client leaders.
  • Ability to maintain a broad view of engagement health while understanding the project-level factors affecting delivery outcomes.
  • Strong risk, issue, escalation, and problem-solving capabilities.
  • Strong operational judgment with the ability to make effective decisions in complex or changing delivery environments.
  • Financial and commercial awareness with an understanding of how staffing, utilization, project performance, scope, and delivery decisions affect engagement economics.
  • Ability to influence outcomes and drive accountability across teams without relying solely on positional authority.
  • Strong facilitation and leadership capabilities across cross-functional delivery organizations.
  • Clear, concise, and professional written and verbal communication skills.
  • Strong executive presence with the ability to communicate effectively with client and internal leadership.
  • Strong organizational discipline and ability to maintain visibility across multiple projects, priorities, and stakeholders.
  • Continuous-improvement mindset with a commitment to strengthening delivery practices and client outcomes.
• Education & Certifications
  • Bachelor's degree in Business Administration, Engineering, Information Systems, Technology, or a related field preferred.
  • PMP, ITIL, Agile, Scrum, or other relevant project, service, or delivery-management certification preferred but not required.
    
    

PERFORMANCE PROFILE
This is a high-impact delivery leadership role within a performance-driven professional services organization. The Service Delivery Manager plays a critical role in ensuring Entrega delivers on its commitments, maintains strong client confidence, manages delivery risks effectively, and achieves consistent outcomes across complex client engagements.

Successful candidates will demonstrate:

• High ownership and accountability for overall client delivery outcomes.
• Strong client leadership, professional presence, and ability to build trusted delivery relationships.
• Ability to maintain visibility and control across complex engagements involving multiple projects, teams, and stakeholders.
• Strong judgment in balancing client expectations, delivery realities, operational constraints, and business considerations.
• Proactive identification and resolution of delivery risks before they materially affect client outcomes.
• Calm, confident, and solution-oriented leadership during delivery challenges and escalations.
• Ability to drive accountability and influence outcomes across teams without relying solely on positional authority.
• Strong financial and operational awareness when evaluating engagement health and delivery decisions.
• Clear and effective communication with client stakeholders, delivery teams, and internal leadership.
• Strong collaboration across project, delivery, resource, financial, and client-facing functions.
• Consistent follow-through on commitments, corrective actions, and delivery priorities.
• Commitment to delivery excellence, continuous improvement, and creating measurable value for clients.

CAREER GROWTH
Entrega is committed to investing in the long-term growth and development of our employees. As our company continues to grow, employees who consistently demonstrate strong performance, accountability, and leadership are provided opportunities to expand their responsibilities, develop new capabilities, and advance their careers.

We believe career growth is earned through meaningful contributions and a commitment to excellence. Many of our leaders have helped build new services, improve how we operate, lead strategic initiatives, and shape the future direction of the organization.

If you're looking for more than just your next position, and instead want the opportunity to build a meaningful career with a company that values initiative, ownership, and continuous improvement, Entrega offers an environment where your contributions can make a lasting impact.

COMPENSATION & BENEFITS
Entrega offers a competitive compensation package designed to recognize experience, capability, and performance. Where applicable, employees may also be eligible to participate in performance-based incentive programs aligned with individual and organizational results.

We are committed to supporting our employees both professionally and personally through a comprehensive benefits program that includes medical, dental, and vision coverage, a 401(k), paid time off, and additional programs that promote health, well-being, and work-life balance.

HIRING PROCESS
Our hiring process is designed to help both you and Entrega determine whether this opportunity is the right fit. Depending on the position, candidates may participate in multiple interviews, assessments, or other evaluation activities as part of the selection process. We are committed to providing a professional, respectful, and timely experience for every candidate.

EQUAL EMPLOYMENT OPPORTUNITY
Entrega is an Equal Opportunity Employer. Entrega does not discriminate in employment opportunities or practices because of race, any trait historically associated with race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, veteran status, height, weight, disability, genetic information, or any other characteristic protected under state or federal law.