Service Delivery Manager

About Nexcess Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters. Overview The Service Delivery Manager owns the customer journey from signed agreement through go-live, including new implementations and customer migrations. This role translates scope into an executable delivery plan, leads customer kickoffs, manages schedules and dependencies, coordinates cross-functional resources, and drives environments successfully into production. This is a technical service delivery role requiring strong working knowledge of cloud and private cloud infrastructure, virtualization, networking, storage, backup, and disaster recovery. While Engineering owns technical execution, the Service Delivery Manager owns the plan, timeline, communication, coordination, and overall delivery outcome. The Service Delivery Manager also develops and maintains the standards, processes, documentation, and project artifacts used to deliver consistent customer implementations and migrations at scale. The compensation range for this position is between $125k-$155k. Responsibilities Implementation & Migration Delivery • Own the customer journey from signed agreement through go-live, including scope, planning, sequencing, delivery, and customer communication. • Lead technical implementations and migrations using structured project management practices, including kickoffs, schedules, milestone tracking, risk management, status reporting, and formal go-live sign-off. • Manage private cloud migration programs, including multi-wave and multi-customer migrations. • Coordinate dependency mapping, resource sequencing, network and IP changes, cutover planning, rollback criteria, and post-cutover validation. • Own and improve time-to-value for Managed Cloud implementations. • Identify and escalate delivery risks, dependencies, and blockers early with clear mitigation or recovery plans. • Maintain scope discipline and ensure changes are addressed through appropriate change-control and commercial processes. Customer & Cross-Functional Leadership • Serve as the primary delivery owner and escalation point throughout implementation and migration projects. • Coordinate Engineering, Solution Engineering, Support, Customer Success, Technical Account Management, Sales, and other stakeholders around a single delivery plan. • Partner with Sales and Solution Engineering during complex pre-sales engagements to support discovery, evaluate delivery risk, estimate effort, and validate feasibility. • Ensure customer expectations, contractual commitments, delivery plans, and internal execution remain aligned. • Lead customer kickoffs that establish scope, responsibilities, prerequisites, timelines, escalation paths, communication expectations, and definitions of completion. Process & Delivery Standards • Build and maintain the Managed Cloud implementation playbook, including kickoff templates, onboarding plans, runbooks, welcome materials, and standard project artifacts. • Develop, document, version, and maintain SOPs for implementation and migration processes. • Partner with technical and customer-facing teams to ensure processes are practical, scalable, and aligned with actual delivery capabilities. • Develop documentation appropriate for different audiences, including technical runbooks, internal enablement materials, and customer-facing onboarding resources. • Drive adoption of established processes through training, reinforcement, measurement, and review. • Facilitate post-mortems and incorporate customer and internal feedback into continuous process improvement. • Identify opportunities for automation and partner with Engineering and Product to reduce unnecessary manual effort. Program & Team Leadership • Maintain program schedules across multiple customers, migration waves, dependencies, resources, and critical-path activities. • Report implementation status, capacity, risks, and delivery performance to Managed Cloud leadership. • Establish scalable project management practices as implementation volume grows. • Hire, develop, and lead project managers and migration coordinators as the function expands. • Travel approximately 5–10% as business needs require. Additional Expectations • Demonstrates and promotes the company's Impact Behaviors in all interactions and decision-making. • DesignOwnershipFirst TeamPerformance • Maintains a professional, collaborative, and client-focused approach while supporting team and organizational objectives. • Performs other duties, responsibilities, and special projects as assigned to meet business needs. Qualifications Required • B2B customers, including at least 2 years supporting mid-market or enterprise engagements. • Strong working knowledge of cloud and private cloud infrastructure, virtualization, compute, storage, networking, backup, and disaster recovery. • Experience delivering cloud or infrastructure migrations involving platforms such as AWS, Azure, GCP, VMware, Nutanix, Hyper-V, or managed hosting environments. • Experience managing migration activities including discovery, dependency mapping, wave planning, cutover planning, IP and DNS changes, rollback criteria, and post-cutover validation. • Experience supporting projects from pre-sales discovery and scoping through implementation and production delivery. • Demonstrated ability to build and maintain complex project schedules involving dependencies, resource sequencing, milestones, and critical-path activities. • Experience developing and implementing delivery processes, SOPs, runbooks, and repeatable project standards. • Strong technical writing skills with the ability to produce clear and actionable documentation. • Demonstrated ability to influence and coordinate cross-functional teams without direct reporting authority. • Experience with Agile delivery practices, including backlogs, prioritization, stand-ups, acceptance criteria, and iterative delivery. • Strong project management fundamentals, including work breakdown, dependency management, risk tracking, change control, and executive-level reporting. • Direct customer-facing delivery experience with mid-market or enterprise stakeholders. • Experience using project management or PSA tools such as Linear, Jira, Smartsheet, Asana, Monday, Kantata, or similar platforms. • Ability to independently manage complex projects, identify risks, escalate concerns, and drive work through completion. Preferred • Experience within managed hosting, managed cloud, private cloud, or MSP environments. • Experience managing repeatable, multi-wave migration programs. • Agile delivery certification such as CSM, PSM, or SAFe; demonstrated experience is valued over certification. • Experience applying Scrum or Kanban methodologies within customer delivery environments. • Experience defining and implementing self-service and human-led delivery models. • Experience building or scaling a project management or service delivery team. • Experience supporting Nutanix migration programs. Key Performance Indicators • Maintain customer onboarding satisfaction of 90% or higher, with feedback collected and addressed following completed implementations. • Achieve on-time delivery of 90% or higher against customer commitments established during project kickoff. • Improve average time-to-value from signed agreement through go-live by 30% within 12 months. • Deliver migration programs according to approved schedules without unplanned customer-impacting downtime attributable to planning or coordination. • Establish and maintain standardized implementation processes and project artifacts across new Managed Cloud implementations. • Maintain documented scope baselines and change logs for active projects. • Improve early customer retention and satisfaction through consistent implementation quality. • Increase the number of successfully implemented customers willing to serve as customer references. Work Environment The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. • While performing the essential duties of this job, the individual is regularly required to speak and hear • While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation • Works at a desk and computer screen for extended periods of time • Works in a traditional climate controlled office environment or from home • Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population Disclaimer This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”. Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.