Service Delivery Lead - New York City
Company: Blue Mantis
Location: Philadelphia
Posted on: February 19, 2026
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Job Description:
Job Description Job Description Description Work Hours 8AM to
5PM Days Onsite New York City: Monday, Thursday & Sunday Remote:
Friday & Saturday 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 cloud solutions on Microsoft
Azure and AWS platforms, including hybrid environments . Previous
experience with virtualization technologies, including VMWare.
Customer-Facing and Strategic Skills Proven success in a Technical
Account Manager or customer-facing engineering role. Capable of
interpreting system metrics and translating them into meaningful,
business-aligned actions. Soft Skills Excellent communication and
interpersonal skills; able to bridge the gap between business needs
and technical solutions. Strong presentation and documentation
abilities. Highly self-motivated, organized, and comfortable
working both independently and collaboratively. Leadership & Team
Coordination: Technical Expertise: Strong hands-on skills in
network, server, monitoring, and ticket management. Able to
troubleshoot and resolve issues when additional resources are
needed. This would not be the primary role but having someone who
can roll up their sleeves as needed Process & Standards
Implementation: Experience with ITIL frameworks and driving
adoption of best practices for incident, problem, and change
management. Operational Improvement Mindset: Ability to identify
gaps, propose improvements, and facilitate continuous improvement
initiatives. Stakeholder Management: Strong communication and
interpersonal skills to interface with Blue Mantis and customer
stakeholders, articulate value and manage expectations. Game Day
Coverage: Cover critical events, including weekends, with the
ability to coordinate with remote teams and provide leadership.
Reporting & Analytics: Capable of providing operational reports,
ticket analysis, and recommendations for service improvement Please
note: This range is based on our market pay structures. However,
individual salaries and hourly pay rates are determined by a
variety of factors including, but not limited to business
considerations, local market conditions, and internal equity, as
well as candidate qualifications, such as skills, education, and
experience. We consider all qualified applicants for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or protected veteran
status. Reasonable accommodations will be made to enable employees
with disabilities to perform the essential functions of the job.
This job description is intended to describe the general nature of
work being performed by employees in this job. It is not intended
to be a complete list of all responsibilities, duties, and skills
required. Agencies/3 Parties may not solicit to any employee of
Blue Mantis. Any candidate information received from any Agency/3
Party will be considered a gift and property of Blue Mantis, unless
the Agency/3 Party is an Authorized Vendor of Blue Mantis with an
up-to-date Blue Mantis Contract in hand signed by Blue Mantis
Talent Acquisition. No payment will be made to any Agency/3 Party
who is not an Authorized Vendor, nor has specific approval in
writing from Blue Mantis Talent Acquisition to engage in
recruitment efforts for Blue Mantis. At this time, we have no
interest in onboarding any new staffing partners.
Keywords: Blue Mantis, Camden , Service Delivery Lead - New York City, IT / Software / Systems , Philadelphia, New Jersey
