Service Delivery Lead - New York City

Be Part of the Team Behind the Game Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US? Blue Mantis is seeking a highly skilled, versatile, strategic, and customer-focused Service Delivery Lead, with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor for a strategic client. The ideal candidate will have a good understanding of enterprise IT infrastructure and Operations, a strong customer orientation and a willingness to roll up their sleeves when necessary. Key Responsibilities Customer Engagement & Advocacy Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships. Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs. Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations. Service Delivery & Communication Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery. Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders. Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence. ITIL-Based Process Oversight Support event, incident, problem, and change management efforts for our 1 using ITIL best practices. Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues. Monthly reporting to highlight KPIs and Metrics Analyze data trends and present recommendations Skills, Knowledge and Expertise Technical Expertise Historical experience managing and administering Windows Server environments Strong knowledge of network device configuration and administration of Cisco routers/switches. Understanding of c