Leveraged Jobs in Usa

• General Sanitization Procedures within venue (i.e., office spaces, conference rooms).
• Vacuuming office areas and conference rooms.
• Cleaning & Re-Stocking Restrooms.
• Trash Removal from offices and conference rooms.
• Cleaning Kitchenettes (Dishes).
• Sweeping areas as needed.
• Dusting office space and conference rooms as needed.
• Mopping specific areas as needed.
• Use 24/7 System to document completion of tasks.
• Assist with Double Header Conversion.
• Other duties as assigned by Housekeeping Leads / Operations Management.
  
  

• High school diploma or G.E.D equivalent.
• A minimum of 1 year of related work experience.
• Ability to understand verbal and written instructions in English.
• Ability to understand and follow directions and perform job functions under limited supervision.
• Comply with attendance rules and be available to work on a regular basis.
• Knowledge of chemical cleaning agents and operation of various cleaning equipment.
• Must be able to perform repetitive hand & arm movements and simple grasping constantly, pushing & pulling, squeezing.
• Must be able to twist, bend and squat frequently, kneel or crawl occasionally.
• Must be able to do repeated lifting (up to 25 pounds unassisted), bending, standing, able to extend arms, scrub, stoop, walk public areas on feet for up to 6 hours continuously. Stair climbing is also an important part of our daily activities.
• Must be able to work in a warm or cold environment.
• Must be able to work in a moderate to very loud noise environment.
• Must be able to work under pressure, in time sensitive operations, in a fast-paced environment.
• Capable of managing multiple priorities in a dynamic, every changing environment.
• Must have a passion for creating an exceptional experience for all guests.
• Must maintain a professional appearance, utilizing both provided resources (Uniforms provided), and personal resources.
• Ability to work a varied schedule to include evenings, overnights, weekends and/or holidays, required.
• Must wear proper PPE in accordance with OSHA requirements.
• Must be willing to join Local 1877 SEIU Union.
  
  

Adecco Creative is partnering with an iconic luxury fashion house to recruit for a Contract Designer, Handbags. This position will be a 6-month contract, with possibility to extend and a hybrid schedule in Midtown Manhattan. Candidates should have extensive leathergoods design experience from luxury, contemporary brands.

Primary Purpose: Responsible for conceptualizing, creating, and developing fashion driven handbag designs that are reflective of the creative vision and brand aesthetic. You will be part of a dynamic, creative environment where you will collaborate with talented designers and cross-functional partners in the business.

The successful individual will leverage their proficiency in Handbag Design to:

• Manage the design process from conception through production

• Actively participate in the conceptual development of silhouettes (i.e., ability to communicate and sell ideas/concepts)

• Focus on bringing innovation and modernity to core and novelty product

• Execute tech packs/design cards based on approved design concepts

• Participate in research of seasonal trends and keep up-to-date on market competition

• Ensure that product is of high quality and consistent with market trends, as well as business strategy

• Work with technical design and product development partners to ensure design packages are complete and accurate

• Create and maintain presentation boards, gather relevant materials for inspiration and direction.

• Partner with merchandising and product development throughout the design cycle

• Work with in-house Art Department to coordinate artwork needed for tech packs, and material development

• Execute corrections as needed; works with merchandising and production to find appropriate solutions to cost or construction issues.

• Some travel for research and/or product development is potentially required

The accomplished individual will possess:

• College degree in fashion design or a related field preferred.

• 3+ years design experience

• Experience designing handbags/leather goods

• Past experience with independent contemporary brands a plus

• Strong computer knowledge, including Adobe Illustrator

• Strong ability to hand sketch

• Strong design and conceptual skills

• Strong sense of trends, style and color

• Knowledge of raw materials, as well as construction techniques

• Graphic design and experience working with prints a plus

• Strong communication and organizational skills

• Understanding of merchandising as it relates to sales and store environment

The Director of Data Management and Analytics drives the data architecture strategy across the organization. This role is a subject matter expert in data architecture who translates business needs into technical specifications, provides research, data analysis, and delivery options to support data driven solutions. This leader provides well organized and excellent communication with business partners to build relationships and anticipate user needs. The director provides hands-on leadership, recommends system architecture, and is versed in all aspects of solution development including requirements definition, design, data source mapping and analysis, development, testing, implementation, and post implementation support.

KEY RESPONSIBILITIES

• Developing and implementing data management strategies
• Manage all intake requests across business units; track and monitor requests to ensure critical milestones are met while managing stakeholder relations.
• Lead a team of database and Power BI developers
• Leverage Data Modeling and AI tools
• Managing data quality and accuracy
• Overseeing data storage and retrieval
• Leading data analysis efforts including analyzing large quantities of data and identifying useful insights to drive business decisions
• Determine budgeting for staff and resources
• Gathering and verifying requirements, conducting unit testing and troubleshooting
• Accountable for transferring data, knowledge, and best practices to impact the delivery of products and services that align with Bioworld’s strategic needs
• Mentoring and training direct reports
• Ensure all data warehouse and operating procedures are fully documented and maintained
• Create and Automate reporting to support daily operational functions
• Coordinate cross-departmentally to support conceptualization and development of data handling methodologies, solutions and initiatives.
• Creating and presenting data visualizations
• Communicating business insights and project goals

QUALIFICATIONS AND EXPERIENCE

• Experience designing data management solutions for ecommerce, sales, accounting, and warehousing
• Strong analytical and problem-solving skills are required. Must have the ability to be systematic and detailed oriented without losing sight of the big picture. Demonstrated ability to interpret the information provided and ask clarifying questions to understand the underlying needs that of a stated request or problem.
• Background in data warehouse design (e.g. dimensional modeling) and data mining
• Proven experience as a SQL Developer or Data Scientist
• Experience designing cloud solutions (PaaS/SaaS) for compute, storage, and data source connectivity
• Demonstrated experience designing and managing solutions built on Microsoft Azure including Synapse and Fabric technologies.
• Demonstrated knowledge of SDLC, ITSM, privacy, and security concepts.
• Strong project management acumen
• Strong technical documentation skills
• Significant application development experience including requirements analysis, design, development, testing, implementation, and post implementation support is required. Experience must include the documentation and maintenance of related artifacts.
• Excellent written and oral communication skills; able to flex style based on the audience are required.
• Well-developed interpersonal skills
• Able to manage multiple tasks simultaneously.
• Highly self-motivated with ability to follow directed priorities.
• Keen attention to detail
• Team-oriented and collaborative leadership

EDUCATION REQUIREMENT

Bachelor’s degree in Computer Science, Data Analytics, Business Management, or similar discipline with a minimum 7 years of data architecture and solution development experience driving IT projects in consumer products, ecommerce, or similar related field.

BUSINESS HOURS

• Hours of operation: Monday-Friday: 8:30am – 5:30pm CST to overlap with USA operations; extended work hours depending on volume.
• On-call availability for resolving emergency issues from home.

Our client, a Global Beauty brand, is seeking a Freelance Designer. The role will be a 6 month engagement covering a maternity leave. Talent should be open to working in office on a hybrid schedule.

The Freelance Designer is responsible for executing creative that supports the overall North America regional strategy including cross-channel campaigns, digital content for brand and retailer partners including email marketing, site assets, social campaigns, and paid media. They will work with the creative team and brand partners to ensure business objectives are met and established brand guidelines are adhered to and maintained, while still striving for excellence through every creative execution. The ideal candidate will be passionate about the beauty industry and possess an elevated aesthetic influenced by adjacent industries and relevant culture points. The successful candidate will have proven experience executing creative across platforms, is well-informed on the latest digital and social trends, and continually helps to evolve the brands’ approach to creative.

Creative and Designs

• Execute creative for programs across multiple brands in the portfolio that meet the overall North America regional strategy.
• Projects will include cross-channel campaigns, digital content for brand and retailer partners including email marketing, site assets, social campaigns, and paid media.
• Ensure all designs adhere to established brand guidelines, specifications, and standards, and follow industry best practices.
• Collaborate with creative and copy teams to ensure messaging and design are cohesive across all executions.
• Leverage a digital and mobile-first mindset in design.
• Ensure adoption of AI, emerging technologies, and trends and help evolve and elevate the brands’ presence accordingly
• Participate in Creative briefings and reviews with cross-functional stakeholders including Marketing, eCommerce, and Global Creative.
• Prioritizing work to meet deadlines and respond to critical or unanticipated workload and business shifts.

Innovation and trend-spotting

• Stay informed of the competitive landscape within both the beauty space and adjacent categories
• Maintain awareness of current social and digital trends
• Stay aware of innovations in AI, relevant technology, and creative software

REQUIRED SKILLS

• Excellent creative and design skills with the ability to create both unique content and to adapt existing content for region-specific and platform-specific needs
• 3-6 years experience in beauty or adjacent category either on the brand or agency side
• Working knowledge of and experience in digital and social design and platform standards
• Experience working within established brand guidelines and templates
• Fluency in Figma and Adobe Creative Suite required
• Experience with video editing, animation, and motion graphics a plus
• Experience with print design a plus, but not required
• Excellent communication and organization skills
• Proven time management skills and ability to work in a fast-paced environment
• Experience working within Project Management software (e.g., Wrike) a plus

TITLE: HR Operations Specialist (Korean Bilingual)

POSITION TYPE: Full Time (W2)

LOCATION: Mountain View, CA

(Candidates located in San Francisco, CA cannot be considered for this position at this time.)

ABOUT WorldLink:

WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.

Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.

We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

For more information about our craft, visit .

WHO we’re looking for:

We are looking for an HR Operations Specialist who is fluent in English and Korean to join our team.

Role and Responsibilities:

• Operate the HR process for all dispatchers.
• Provide support for new dispatcher’s settlements.
• Review and Maintenance of Guideline Documents.
• Compile periodic analysis reports related to HR data.
• Respond to miscellaneous requests from the teams.
• Manage office events and assist in event planning/organization, for example all-hands meeting, happy hours, team building events.
• Perform other tasks as assigned.

Required Experience and Education:

• 3-5 years' experience working HR roles is required (preferably in tech companies).
• U.S. College degree required (BA is preferred).
• Computer/IT/Microsoft Office experience required, using Excel is preferred.
• HR experience with Compensation Analysis/Salary Determination is preferred.
• HR experience with Immigration is preferred.

Job Title: Scientist II, Immunology

Location: Philadelphia, PA

Reports To: Associate Director, Immunology

Type: Full-Time

Company Overview:

Based in Philadelphia, Aro Biotherapeutics is a clinical stage biotechnology company dedicated to advancing transformative therapies in Inflammation and Immunological Disorders (I&I). Leveraging cutting-edge RNA technologies including siRNA, we are building a pipeline of innovative treatments designed to address unmet patient needs in I&I, while advancing products in other therapeutic areas in collaboration with partners.

Position Summary:

The primary responsibility of this role will be to design and execute experiments to support Immunology discovery strategy and progression of our candidate drugs into the clinic. The candidate will execute experiments, analyze and record data, and communicate findings to peer scientists.

Key Responsibilities:

• To learn standardized experimental protocols, Aro technology, and Aro strategy
• Design and execute experiments for in vitro and ex vivo studies (Please note this is a 100% bench role)
• Analyze data and record data in electronic notebook in a timely manner
• Attend regular meetings to communicate and present experimental plans and data to direct team and multiple cross-functional scientific teams.
• Conduct cellular transfections, RT-qPCR, ELISAS, and cell-based assays
• Maintain cell lines and inventory
• Provide technical support for experiments lead by other members of the team. Experiments include in vitro human and mouse immunological assays

Qualifications:

• Living within commuting distance to center city, Philadelphia
• Non-PhD, with a Master’s Degree in a biological science
• Previous work experience in pharma industry/biotech, preferred
• Experience in a laboratory setting conducting mammalian cell culture with cell lines and primary cells
• Previous experience working with immune cells preferred
• Experience with molecular biology techniques, including RNA extraction, RT-qPCR, ELISA required
• Experience with Flow Cytometry is a plus
• Knowledge of Graph-Pad prism is a plus
• Detail-oriented, self-motivated, and comfortable working with highly technical projects and personnel
• Highly adaptable and responsive to delivering on fast-paced projects
• Effective written and oral communication skills
• Team-oriented with a strong work ethic

Equal Opportunity Employer Disclaimer:

Aro Biotherapeutics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other characteristic protected under applicable law.

Employment at Will Disclaimer:

Nothing in this job description is intended to create an employment contract. Employment with Aro Biotherapeutics is at-will and may be terminated by either the employee or the company at any time, with or without cause or notice.

**Candidate must be willing to go into office 3 days a week**

Senior Full-Stack AI & Data Engineer – Contract

RBA is an established leader and trusted partner for enterprise and mid-size organizations seeking to transform their business through technology solutions. As a Digital and Technology consultancy, we combine strategic insight with technical expertise to deliver impactful, scalable solutions that align with business goals. We take pride in working with some of the most recognized companies in our market—while fostering a culture that blends challenging career opportunities with a collaborative, fun work environment.

We are seeking a Senior Full-Stack AI & Data Engineer to join our growing Data & AI practice, supporting a high-impact client. In this role, you will lead the design and development of end-to-end AI-powered applications that drive personalization, predictive analytics, and next-generation digital experiences.

You’ll partner with business stakeholders, product teams, and engineers to build production-grade AI solutions—from data pipelines and model development to APIs and user-facing applications. The ideal candidate brings deep expertise across the full stack, modern data platforms, and generative AI technologies, with a passion for solving complex business challenges through innovative solutions.

Responsibilities

• Design and develop end-to-end AI-powered applications, including backend APIs and user-facing interfaces, to enable scalable and intuitive AI solutions.
• Build and maintain robust APIs using technologies such as Node.js, NestJS, or FastAPI, and develop modern web applications using React or similar frameworks.
• Develop, fine-tune, and deploy machine learning models using frameworks such as PyTorch and Scikit-learn.
• Implement advanced generative AI solutions, including Retrieval-Augmented Generation (RAG) pipelines and multi-modal AI applications.
• Design and build agentic AI systems using frameworks such as LangChain, enabling multi-step reasoning, tool use, and automation.
• Architect and optimize end-to-end data pipelines (ETL/ELT) using Python, SQL, and orchestration tools such as Airflow.
• Manage and integrate data workflows within Snowflake, leveraging technologies such as Snowpark or Cortex.
• Implement monitoring and observability for AI systems, including tracking model performance, drift, latency, and reliability.
• Design and deploy cloud-native solutions using Docker, Kubernetes, and CI/CD pipelines across AWS, Azure, or GCP.
• Collaborate with business stakeholders to translate data into actionable insights and intelligent applications.
• Contribute to DevOps best practices, including infrastructure-as-code (Terraform) and automated testing.
• Mentor junior engineers and promote best practices in AI ethics, data governance, and code quality.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 5+ years of experience across full-stack development, including backend (Node.js/Python) and frontend frameworks (React or similar).
• Strong experience designing and building data pipelines and modern data platforms, including expertise in SQL and data modeling.
• Proven experience deploying AI/ML solutions in production environments, including MLOps and model lifecycle management.
• Hands-on experience with generative AI technologies, including LLMs, prompt engineering, and RAG architectures.
• Experience with cloud platforms such as AWS, Azure, or GCP.
• Strong understanding of DevOps practices, including CI/CD, containerization, and infrastructure-as-code (Terraform).
• Excellent communication skills and ability to work effectively in client-facing environments.

Preferred Qualifications

• Experience with Snowflake, including Snowpark, Cortex, or similar data platform capabilities.
• Experience building agent-based AI systems or working with frameworks such as LangChain.
• Familiarity with vector databases and semantic search architectures.
• Experience developing mobile applications using React Native or Flutter.
• Knowledge of mobile architecture, UI/UX principles, and API integration patterns.
• Experience deploying applications to Apple App Store or Google Play Store.
• Familiarity with security and authentication protocols, including OAuth2, biometric authentication, and secure data handling.
• Cloud or data platform certifications (AWS, Azure, GCP, Snowflake, or similar).

Leadership & Culture

• Demonstrate leadership through mentorship, technical guidance, and promoting engineering best practices.
• Balance innovation with pragmatism—able to work across cutting-edge AI solutions and foundational data engineering tasks.
• Thrive in a collaborative, fast-paced consulting environment with a strong focus on client impact and delivery excellence.

Must Have Technical/Functional Skills

• 4-8 years hand on Experience on writing Teradata.

• Experience in Teradata Utilities (BTEQ,Fast Load, Multi Load)

• Extensive experience in developing complex SQL code using Teradata stored procedures, macros etc.

• Should be good in Unix Shell scripting

• Should be able to create Design documents , mapping documents

• Design and document development standards

• Should have knowledge on ETL and Data warehouse Concepts

• Should have knowledge of SQL Server and Autosys.

Roles & Responsibilities

• Collaborate with stakeholders to understand the current process

• Collaborate with business to convert the business requirement into Technical requirements.

• Develop Teradata code meeting 100 percent of technical specifications and business requirements according to the established design patterns

• Analyze, design, code, and test highly complex ETL processes, for data warehouses and/or operational data stores

• Understand design for ETL application including data sources, data targets, data definitions, data relationships, and business rules

• Work closely with technical leads, analysts, data modelers and other developers to understand project requirements and contribute to the project solution

• Provide post go-live & application maintenance support

• Provide technical expertise on Database design, Data modeling, Data Warehousing, and Data integration

• Create solutions for large and complex data driven applications

• Reconciliation and test cases of developed solutions

• Design, develop and support application solutions leveraging Teradata and Teradata Tools and Utilities

• Prepare Test cases for Unit Testing/SIT/Regression

• Should be able to take ownership and deliver independently Report out to stakeholders highlighting achievements, risks, and future work.

• Follow the Agile standard for the development of the requested proposal.

• Bring best practices, standards, and innovative ideas for architecture, and design.

• Deployment of data ingestion pipelines into dev, pre, and production environments.

• Unit testing, integration testing, functional, and non-functional testing.

Generic Managerial Skills, If any

• Azure devops for project management

• If staying organized, checking off to-do lists, building systems and managing complex logistics are your ideas of fun…
• If you enjoy helping leaders operate at their highest level while also keeping an office and team running smoothly…
• If you are an intuitive, detail-oriented self-starter who desires to leverage your skills in a high impact role supporting a team on a mission to help transform health care…
• We want to talk to you.

CURA Strategies, a fast-growing, award-winning health care communications and public affairs agency, is seeking a highly organized, proactive Executive Assistant and Office Manager who can support senior leadership while also managing the operational details that keep the office and team running smoothly. The right candidate anticipates needs before they arise, thrives in a fast-paced environment, and enjoys solving logistical challenges that allow others to focus on delivering excellent client service. CURA has been awarded a best place to work in Washington, D.C., with high employee engagement marked by a friendly, collaborative, mission-driven culture, leadership and financial transparency.

POSITION OVERVIEW

This is a full-time role supporting CURA’s CEO and members of the executive team. The Executive Assistant will serve as a key operational partner to leadership—ensuring calendars, communications, travel, expenses, office logistics and events are coordinated efficiently and professionally.

This role requires strong organizational skills, excellent communication and the ability to manage multiple moving parts simultaneously while maintaining a high level of discretion and professionalism. The position is based in the Washington, D.C. area and requires coming into our office in Arlington, VA, 5 days a week, however, not all working hours need to be in office. We can be flexible on actual work hours and are open to accommodating parents who are working around schedules involving school-aged children.

RESPONSIBILITIES

The Executive Assistant will provide high-level administrative support to CURA leadership while also managing key operational logistics for the office and team. Responsibilities include:

• Manage complex executive calendars, coordinating meetings across internal teams, clients, partners and external stakeholders while ensuring priorities are reflected in leadership schedules.
• Email inbox management including monitoring, prioritizing and flagging incoming emails, responding to routine emails when appropriate or drafting responses for executive review; tracking email follow-ups to ensure important conversations and requests do not fall through the cracks; organizing inbox folders and labels to keep communication streamlined.
• Plan and manage executive and team members’ travel, including flights, hotels, itineraries and logistics for conferences, client meetings and advocacy events.
• Support financial and operational processes, including executive and event expense tracking, receipt management, time entry and monitoring project or event budgets.
• Oversee core office operations, including office vendor coordination, office supplies, mail and shipments, and general office organization.
• Plan and execute internal events and retreats, including team meetings, offsites, and cultural events, ensuring seamless logistics and coordination.
• Support conference and external event participation, including registrations, sponsorship logistics, materials coordination and scheduling meetings with partners and prospective clients.

QUALIFICATIONS

• Bachelor’s degree required.
• At least 5 years supporting senior executives or working in an executive assistant, operations or administrative role.
• Exceptional organizational and operational skills, with the ability to manage complex calendars, logistics, documents and competing priorities with precision.
• Outstanding communication skills, both written and verbal, with the ability to represent executives professionally and coordinate across internal teams and external partners.
• Proactive and anticipatory mindset, able to stay several steps ahead of leadership by identifying needs, solving problems independently and removing operational friction.
• High degree of discretion and professionalism, with experience handling confidential information and sensitive communications.
• Technologically fluent and resourceful, comfortable learning new systems and leveraging tools such as Slack, Zoom, Box, ChatGPT, Harvest and Microsoft Office to keep work organized and moving efficiently.
• Must have access to a car and ability to bend, reach and lift boxes and office supplies up to 30 lbs.

WHAT WE OFFER

• Unlimited PTO after one year of employment
• Weekly free lunches (plus lots of free snacks and drinks in the office)
• Robust health benefits program
• 401K with company match
• Company outings and social gatherings
• Professional learning and development opportunities
• Paid maternity/paternity leave
• Transportation and mobile stipends

MORE ABOUT CURA

Our name, CURA – Latin for care, concern, and attention to others – exemplifies our mission: to work with clients to transform the health care system and improve lives. Whether our client is a business, a nonprofit or a government agency, we believe that taking transformative action to improve people’s lives is always the winning strategy. Our culture is built on a love for transforming health care through integrated communications, a desire to proactively serve and contribute, and strong partnership with our clients to deliver results.

Led by a bipartisan team of DC communications veterans, our approach has received considerable notice from industry peers. Since its launch in 2016, the company has received numerous awards and recognition, including:

• Washington Business Journal, Best Places to Work (2025 & 2026)
• PRovoke Media, North American Boutique Agency of the Year (2023)
• PRWeek, Outstanding Boutique Agency of the Year, Finalist (2023)
• PR News, Top Places to Work in PR (2020)
• PRovoke Media’s Global and North American New Agency of the Year (2018)

TRAITS WE ADMIRE IN OUR TEAM MEMBERS

• A passion for improving health care and driving smart creative campaigns to achieve transformational change
• Results-focused approach, and the ability to work closely with senior members of the team to manage and execute a campaign to success
• A leader with a proactive, positive attitude toward client service and team management.
• Responsive, dependable and accountable to team members and clients, and willing to do whatever it takes to get the job done—someone who doesn’t take no for an answer
• Enthusiasm about the unlimited growth opportunities that come with being a member of a fast-growing start-up firm and wants to stay for the long-term
• Mission-minded and excited to join the CURA family, which works hard to do good work (and has fun doing it)
• Not shy in sharing bold opinions, but respectful of the bipartisan nature of our firm

Equal opportunity

We provide equal consideration for all applicants regardless of race, color, religion, gender, marital status, gender identity or expression, sexual orientation, national origin, age, veteran status, or disability. In a recent blinded survey, 100% of employees strongly agreed that everyone at CURA is treated fairly across differences.

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