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Company Description

National Technology Management (NTM) has been delivering AI-driven Managed IT and Cybersecurity solutions since 1997. With a focus on innovation, commitment, and excellence, NTM protects organizations against accelerating cyber threats through 24/7 managed cybersecurity and proactive threat detection. By utilizing AI-powered tools, automation, and streamlined solutions, NTM helps businesses elevate efficiency, drive revenue growth, and optimize technology performance while minimizing risk. Headquartered in Franklin, MI, NTM partners with multi-location businesses and compliance-focused industries that prioritize measurable outcomes and technological optimization.

Service Delivery Manager (SDM)

Reports To: Integrator / COO

Environment: Mid-Market / Enterprise MSP (Multi-client, SLA-driven operations)

Direct Reports: Service Desk Lead, Project Manager / Delivery Lead, Field Service Technicians

Position Summary

The Service Delivery Manager (SDM) is responsible for end-to-end IT service delivery across a mid-market/enterprise MSP environment. This role ensures consistent SLA performance, operational stability, and high-quality customer experience across all managed accounts.

The SDM acts as the primary operational owner of service health—balancing people leadership, escalation management, process discipline, and cross-functional coordination with engineering and project delivery teams.

A key expectation of this role is driving continuous optimization through automation, tooling, and AI enablement to improve efficiency, scalability, and service quality.

This is a highly visible leadership role requiring strong structure, calm decision-making, and the ability to drive accountability across technical and service teams.

Core Responsibilities

Service Delivery & SLA Performance

• Own day-to-day MSP service performance across all clients
• Monitor SLA adherence, ticket aging, backlog health, and service quality metrics
• Leverage dashboards, analytics, and AI-driven insights to proactively identify risks and trends
• Drive continuous optimization of service workflows to improve resolution speed and efficiency
• Serve as final escalation point for service-related issues

Customer Experience & Escalations

• Ensure consistent, predictable, high-quality customer experience
• Lead resolution of high-severity escalations with urgency and professionalism
• Utilize automation and knowledge systems to improve response consistency and speed
• Ensure all escalations are properly documented, resolved, and communicated
• Partner with Account Management on QBRs and strategic client reviews, incorporating service insights and improvement opportunities

Team Leadership & Accountability

• Lead and develop Service Desk, Field Technicians, and Project/Delivery resources
• Drive adoption of automation tools and AI-assisted workflows within the service team
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Build a culture of accountability, continuous improvement, and operational excellence
• Enable teams to reduce manual effort through standardization and intelligent tooling

Operational Excellence, Automation & Process Governance

• Enforce SOPs, runbooks, security policies, and documentation standards
• Identify and eliminate inefficiencies through process optimization and automation
• Maintain PSA hygiene (time entry accuracy, ticket classification, billing integrity)
• Own service cadences including daily huddles and weekly operations reviews
• Continuously improve service delivery processes with a focus on scalability and repeatability
• Champion the use of AI and automation to reduce ticket volume, accelerate resolution, and improve consistency

Engineering & Cross-Functional Coordination

• Partner with Engineering leadership to ensure service stability and support alignment
• Collaborate on automation initiatives, platform optimization, and tool stack effectiveness
• Coordinate on incident response, platform health, and technical debt reduction
• Identify opportunities for AI, scripting, and workflow automation to improve service delivery efficiency
• Ensure engineering resources supporting service delivery are effectively prioritized

Onboarding & Project Oversight

• Ensure new client onboarding is consistent, predictable, and well-executed
• Incorporate automation and standardized processes into onboarding to reduce variability and risk
• Oversee Project/Delivery function to ensure:
• On-time implementation
• Clear communication
• Margin protection
• Minimal post-onboarding escalations
• Continuously refine onboarding to reduce manual effort and improve speed to steady state

Capacity, Optimization & Resource Planning

• Manage staffing levels and resource allocation across service teams
• Use data, forecasting, and automation to optimize resource utilization
• Proactively address workload imbalances and capacity constraints
• Improve efficiency through workload distribution, tooling, and process improvements
• Ensure service coverage aligns with SLA requirements and organizational growth

Key Performance Indicators (KPIs)

• SLA compliance rate
• Ticket backlog health & aging metrics
• Escalation frequency and resolution time
• Onboarding success rate
• Customer satisfaction (CSAT/NPS)
• PSA data accuracy and operational compliance
• Automation adoption rate and efficiency gains (e.g., reduced ticket volume, improved resolution time)

Ideal Candidate Profile

• Calm, structured leader who performs well under pressure
• Strong operational and process discipline mindset
• Data-driven decision maker with strong analytical instincts
• Experience driving automation, process optimization, and AI adoption in service environments
• Proven ability to lead technical and service delivery teams
• Excellent communicator and trust-builder with clients and internal teams
• Experienced in MSP, IT services, or enterprise IT operations environments

About Us:

Founded in 1992, Cerberus is a global leader in alternative investing with approximately $67 billion in assets across complementary credit, private equity, and real estate strategies. We invest across the capital structure where our integrated investment platforms and proprietary operating capabilities create an edge to improve performance and drive long-term value. Our tenured teams have experience working collaboratively across asset classes, sectors, and geographies to seek strong risk-adjusted returns for our investors. For more information about our people and platforms, visit us at is Cerberus Ventures?

"Great-power competition" has changed – Visionary commercial technology is the new battleground, and nations are increasingly directing resources toward longer-term, existential challenges, from energy and food security to public health, labor productivity, and national security. Governments can't solve the problems alone; private capital will be needed to invest in disruptive technologies that are poised to accelerate solutions. Cerberus Ventures is a dedicated investment platform that backs pioneering advancements in critical technologies addressing these challenges. We invest from Seed to Series B across 6 verticals: Processing & Microelectronics, Energy Infrastructure, Networks & Communications, AI- Enabled Productivity, Synthetic & Programmable Biology, and Physical & Digital Assurance. Our team is led by a unique group of experienced investors from In-Q-Tel, Cerberus, and global technology firms.

As a Venture Fellow, you will help identify and research opportunities across one of these verticals (or specific subsegments of these verticals). This role is ideal for those interested in career opportunities in venture capital, startups, and technology.

Responsibilities:

• Technical due diligence: Assist Cerberus investment professionals in company / industry research and due diligence
• Evaluate the technical merits and competitive differentiation of investment opportunities
• Qualify the source of technical differentiation (review patents, understand and explain proprietary processes, etc.)
• Assess technical risks and opportunities of product roadmaps
• Thesis development: Distill findings into comprehensive reports
• Sourcing: Identify new investment opportunities. Leverage personal and Cerberus networks to meet with entrepreneurs and thought leaders
• Market mapping: Contribute to our industry deep-dives. Cerberus Ventures takes a thematic approach, researching the ecosystems (including emerging technologies, competitive landscapes, supply chains, etc.) of our focus markets and subsegments

Key Requirements:

• Current post-doc or PhD candidates in cybersecurity, computer science, AI, or related field
• Deep technical understanding of networked and distributed system architectures, application and cloud security, and well-versed in the latest applications of AI to the security stack.
• Ability (or deep curiosity / willingness) to bridge technical research to commercial insights – e.g., How do the target company's specs align with customer needs? What would it take for competition to displace the target company's technology? How feasible is the technology's path to operationalization / commercialization?

Preferred knowledge of:

• The startup landscape in cybersecurity
• The relevant regulatory and policy landscape

Company Description

Saika Technologies, Inc. is a forward-thinking technology solutions company committed to pushing the boundaries of innovation in the semiconductor domain. Located in the heart of the San Francisco Bay Area, Saika Technologies partners with leading companies to create cutting-edge solutions that address complex challenges. With a team of skilled professionals, the company is dedicated to delivering exceptional results through collaboration and advanced technology. At Saika Technologies, employees enjoy a dynamic work environment focused on growth, learning, and excellence.

Role Description

Saika Technologies, Inc. is seeking a full-time on-site Sr. STA (Static Timing Analysis) Engineer to join our San Francisco Bay Area team. In this role, you will perform and analyze Static Timing Analysis to ensure timing closure for design projects across multiple process nodes. The Sr. STA Engineer will work closely with design, verification, and physical design teams to troubleshoot timing issues, develop constraints, and create timing sign-off reports. Additional responsibilities include scripting to enhance workflow efficiency, contributing to design optimization, and delivering high-quality design sign-offs within project deadlines.

Qualifications

• Proficiency in Static Timing Analysis (STA), timing closure methodologies, and tools such as Synopsys PrimeTime
• Strong understanding of digital design principles, RTL design flows, and physical design concepts
• Experience with scripting languages such as Perl, Python, or TCL for automation and workflow optimization
• Knowledge of industry-standard tools and processes for quality control, design verification, and debugging
• Ability to collaborate effectively with cross-functional teams and meet project deadlines
• Bachelor's or Master's degree in Electrical Engineering, Computer Engineering, or a related field
• Experience with multi-mode, multi-corner STA and analysis of advanced process nodes is an advantage
• Strong problem-solving skills, self-motivation, and attention to detail

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• The Agency Coordinator Senior Specialist (ACSS) position acquires excavation/encroachment permits and traffic control permits for work performed in the Public Right of Way under our franchise agreement.
  
• The ACSS also acquires excavation/encroachment permits and traffic control permits for work performed in the Caltrans Right of Way.
  
• The role involves permit acquisition support and reports to the Northern Division in the Construction Permit Organization (CPO).
  

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• Reviewing complex project plans and construction drawings with planners to identify the permits required to support the construction of Clients facilities.
  
• Determining the appropriate internal resources to be utilized to obtain permits.
  
• Communicating with various governmental agencies and other external organizations to obtain favorable permit conditions for the installation of Clients facilities.
  
• Developing and maintaining relationships with permitting staff of various governmental agencies to ensure accurate application submittals and timely approval of permit requests.
  
• Ensuring permit applications are properly identified and prepared for submittal to permitting agencies, submitting permit applications and obtaining approved permits from the responsible permitting agencies.
  
• Acting as a single point of contact for internally and externally generated questions related to permit applications; providing approved permits to appropriate project managers or construction personnel prior to the start of construction.
  
• Tracking the status of permit applications; reporting the status of permit applications to all internal stakeholders; mentoring entry-level permit & contract specialists.
  
• Addressing unfavorable or unacceptable permit conditions and escalating as necessary.
  
• Supporting and monitoring new business processes to meet project deadlines
  

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• Three or more years of experience in permitting planning, engineering, construction, inspection, utility Design, and/or project management support.
  
• Experience acquiring encroachment, excavation and/or traffic control permits.
  
• Proficient at interfacing with governmental agencies to acquire necessary construction permits.
  
• Working within construction timelines and with various construction personnel and clients.
  
• Reporting on project status to internal and external stakeholders.
  
• Acting as the point of contact for internal and external generated questions related to permit applications.
  
• Proficient with Microsoft Word, Excel, and Access.
  

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• Interfaces with stakeholders and management to manage expectations, provide status updates on project and discuss concerns.
  
• Is accountable for ensuring resolution of concerns/issues.
  
• Develops project budget for budget request purposes, leveraging his/her team.
  
• Develops a proposed approach to address a business problem (e.g., build vs. buy),leveraging his/her team.
  
• Participates in/leads the development of RFP/RFI process.
  
• Develops project plans.
  
• Manages resources, project schedule and budget to meet deliverables.
  
• Maintains all reporting requirements as needed.
  
• Actively manages the execution of the project, including assigning work to project staff, managing project scope and project finances, and ensuring the quality of deliverables.
  
• Ensures all deliverables and commitments are met and the project is in compliance with relevant standards and methodologies.
  
• Leads basic project risk management.
  

A dynamic, multi-faceted division that partners with all parts of the firm to provide financial counseling services to clients. In addition, Operations provides essential risk management and controls to preserve and enhance the firm's assets and its reputation. Financial Counseling (Ayco) partners with Fortune 1000 companies to design and implement tailored financial planning programs for their workforce-leveraging the 50-year heritage of Ayco and the comprehensive resources of to meet the evolving needs of their employees.

Ayco believes companies best serve their stakeholders and the greater economy when their employees' financial lives are clear, understood, and in their control. Ayco advisors and technical specialists help clients achieve their personal financial goals through education and guided implementation across seven key financial disciplines, including employee benefit planning.

Are you a quick-thinking self-starter with a passion for the financial markets, have the desire to work closely with high net worth individuals and the ability to think outside the box? Our financial counseling professionals provide proactive financial counseling, full-service implementation, including tax preparation and investments, to address complexities of executives, entrepreneurs, and high net worth individuals.

We are seeking professionals with an understanding of the markets who have the ability to thrive in a fast-paced environment where attention to detail, strong communication skills, and client service are essential to maintaining and enhancing our business.

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  Prepare and review new applications as requested by the business

  
  
  
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  Work with third party insurance carriers to ensure proper implementation

  
  
  
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  Coordinate and process team specific tasks

  
  
  
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  Perform quality reviews of other team members' completed work and ensure data accuracy

  
  
  
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  Work across multiple systems and platforms

  
  
  
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  Interface with different teams and businesses to resolve ongoing issues

  
  
  
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  Provide support and work on special projects as requested

  
  
  
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  Apply business judgment to identify unusual or suspicious activities and escalate issues as appropriate

  
  
  
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  Understand and adhere to all policies and procedures including, but not limited to, quality, client service, information security, and compliance

  
  
  

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  Bachelor's degree

  
  
  
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  Working knowledge of Microsoft products including Word, Windows, PowerPoint, and Outlook

  
  
  
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  Advanced knowledge of Excel preferred

  
  
  
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  Sound judgment and outstanding attention to detail

  
  
  
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  Proven analytical skills and problem solving ability

  
  
  

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  Superior written and verbal communication skills

  
  
  
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  Ability to work collaboratively with all levels of the organization and with third parties

  
  
  
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  Flexible and able to work well under pressure in a team environment

  
  
  
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  Self-motivated

  
  
  
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  Excellent time management and organizational skills

  
  
  
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  Ability to multi-task

  
  
  

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• C2 Eligibility is Required
  
• Credit check is required
  
• overtime, travel, on call, weekends, off hours As needed
  
• Work Hours - 8am - 5 pm
  

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• A typical day for a zVM administrator usually starts with checking system health-reviewing logs, monitoring alerts, and ensuring servers and critical services are running smoothly.
  
• By the end of the day, a zVM admin ensures systems are stable, secure, and ready for whatever workloads come next.
  
• Performs operational support for zVM environment: Work tickets, perform upgrades, participate in disaster recovery exercises.
  

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• Write or debug programs to maintain and control computer systems software, such as operating systems, networked systems, and database systems. Provide technical and disaster recovery support for systems software.
  
• 40% Research and analyze systems software problems and implement workable solutions or escalate as appropriate.
  
• 40% Install, test, and maintain systems software including installing updates, upgrades, and patches, initiating tests of system programs and observing results to detect errors or work stoppage, and modifying code to correct errors.
  
• 10% Assist in internal and external audits being performed across multiple lines of business for multiple platforms.
  
• 5% Participate in planning and execution of disaster recovery procedures.
  
• 5% Cross train in all areas of systems programming in order to efficiently perform on-call rotation.
  
  

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• 2-3 people specific to zVM but part of a larger 14 person team.
  

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• Strong analytical and logical thinking skills.
  
• Comprehension of advanced data storage techniques, basic database philosophy, database management, and advanced programming techniques.
  
• Understand the requirements for maintaining production systems and the effect of systems changes.
  
• Solid understanding of currently utilized programming productivity tools and their use.
  
• Solid understanding of quality assurance and implementation strategies of systems software.
  
• Able to acquire knowledge of programming languages and tools used in the department.
  
• Able to analyze software specifications for completeness and compatibility with operation systems.
  

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• Bachelor's degree Computer Science, Information Systems, or other job related field or 4 years of job related work experience or 2 years of job related experience plus an associate's degree in Computer Science, Information Technology or other job related degree
  

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• 4 Years IT experience including varied programming experience.
  

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• zVM, RACF, Operations Manager, IBM Backup and Restore Manager, IBM Tape Manager
  

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• ServiceNow, REXX Coding, Linux skills, Jenkins, GitHub.
  

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• Written and oral communication to communicate with customers as well as clearly articulate work with peers and management, customer service, initiative to address things before someone else has to tell you.