Location: Bay Area - but primarily based out of Oakland, CA
Employment Type: Full-time
Schedule: Monday–Friday, 08:00–17:00
Company: ZenitechCS, DBA Twin Signal
About ZenitechCS
ZenitechCS is dedicated to launching new products and expanding into new markets, building on our proven foundation of excellence. For more than 16 years, ZenitechCS has delivered reliable IT solutions to clients across California, USA. Through Twin Signal, we're extending that legacy with focused AI-first innovation and market expansion.
ZenitechCS - Labor Union Focused Managed IT Services
https://www.zenitechcs.com/en
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https://www.twinsignal.com/en/home
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Our capabilities span end-to-end technology services, including IT Service Management, Software Development, Database Administration, Information Security, Offensive Security, Physical Security Management, Business Intelligence, Computer Networking, and Systems Administration.
Position Overview
We are seeking an experienced and customer-focused Technical Service Delivery Manager to lead the delivery of high-quality IT services for internal stakeholders and external clients across the Bay Area, California.
This role owns day-to-day service performance and operational excellence, ensuring services meet agreed SLAs/KPIs, incidents and escalations are handled effectively, and service delivery continuously improves. You will act as a primary point of contact for stakeholders, coordinate cross-functional teams (onshore/offshore as applicable), and help translate business needs into reliable, measurable service outcomes.
This is an on-site position.
Key Responsibilities
- Own end-to-end service delivery for assigned accounts/programs, ensuring performance meets or exceeds agreed SLAs, OLAs, and KPIs (availability, response/resolution times, customer satisfaction, backlog health).
- Serve as the primary point of contact for stakeholders and customers, building trust through clear communication, consistent follow-through, and strong service governance.
- Run service governance and reporting, including weekly/monthly service reviews, KPI dashboards, trend analysis, and executive-ready summaries.
- Drive continuous improvement by identifying service bottlenecks and recurring issues; refine processes, workflows, and standard operating procedures (SOPs) to improve efficiency and quality.
- Coordinate delivery across cross-functional teams (Service Desk, Systems, Network, Security, Application Support, vendors) to ensure smooth operations and consistent customer experience.
- Manage resourcing and workload planning for service delivery teams (prioritization, capacity planning, knowledge management, training enablement).
- Manage customer expectations and contractual commitments; proactively identify risks, dependencies, and scope changes and recommend mitigation plans.
- Oversee vendor and supplier performance where applicable, including performance reviews, issue resolution, and alignment to service standards.
- Lead incident and escalation management:
- Coordinate response during outages and high-severity incidents.
- Provide timely stakeholder updates.
- Ensure post-incident reviews and root cause analysis (RCA) are completed and actions are tracked to closure.
Secondary Responsibilities
- Partner with Information Security and IT Operations on service readiness and risk reduction (patching alignment, access controls, endpoint/security tooling adoption, audit evidence collection when needed).
- Support onboarding of new clients/services by defining support models, RACI, runbooks, escalation paths, and operational handover criteria.
- Contribute to maturity improvements in IT Service Management (ITSM) practices (incident, problem, change, request fulfillment) using ITIL-aligned approaches.
Required Qualifications
- Proven experience managing and measuring service delivery against SLAs/KPIs, including reporting, trend analysis, and service review governance.
- Able to demonstrate leadership and collaboration skills, including ability to coordinate onshore/offshore teams and work effectively across technical and non-technical stakeholders.
- Must be based in the Bay Area, California, and available for on-site support.
- Reliable transportation for travel to local client or office locations.
Preferred Qualifications
- Strong ITIL knowledge.
Strong p
roject management skills.- Deep knowledge of IT Systems.
- Years of experience managing third-party vendors, and contractors.
- Deep knowledge of cloud services and modern infrastructure.
Benefits
Work Arrangement
This role is primarily on-site as needed across the Bay Area, CA, but primarily out of Oakland, CA. The Technical Service Delivery Manager should be available to respond to stakeholders, attend service reviews, coordinate escalations, and travel locally when required.
The Technical Service Delivery Manager must be responsive to questions and requests during the following local business hours 8am-5pm Monday-Friday.
