Senior Service Delivery Manager

Lehi · Raleigh · Durham · USD 107,000-183,000 / year · 10+ years experience · Onsite · Posted Oct 7, 2026

At a glance

As a Senior Service Delivery Manager (SDM) at Everpure, you will be the strategic face of our Technical Services organization, bridging the gap between key customer accounts, field sales teams, and back-end engineering.
You will safeguard the health and success of enterprise clients across your assigned region by transforming technical support into a proactive, trust-building partnership.
Serving as an advisor to high-profile accounts, you will drive crisis management, conduct impactful executive reviews, and optimize service delivery performance.

Drive Regional Escalation & Crisis Management: Own high-severity customer issues end-to-end, orchestrating cross-functional technical teams to rapidly resolve critical incidents while minimizing downtime and executive friction.
Lead Proactive Account Governance & RCA Delivery: Conduct in-depth Root Cause Analysis (RCA) reviews and deliver executive state-of-account presentations to client leadership, turning past incidents into actionable reliability strategies.
Channel Customer Insights to Product Teams: Act as the voice of the customer across Everpure, partnering with Sales, Engineering, and Product Management to translate field feedback into continuous product and service enhancements.
Optimize Operational Capabilities & Mentorship: Lead operational efficiency initiatives to streamline SDM workflows, while coaching and onboarding new team members to scale service capabilities across the region.

Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
Enterprise Client Relationship Management: Proven success building trust and managing multi-account portfolios for enterprise-level organizations within storage, cloud, networking, or virtualization environments.
High-Stakes Crisis Leadership & Conflict Resolution: Demonstrated capability to lead high-stress escalation calls, navigate difficult conversations with customer executives, and drive swift problem resolution.
Technical Communication & RCA Delivery: Strong ability to analyze technical incident data and translate complex system findings into clear, executive-ready Root Cause Analysis (RCA) reports and presentations.
Cross-Functional Collaboration & Adaptability: Expertise in aligning sales account teams, technical support, and engineering resources, with flexibility to support regional travel (5–10%) and occasional non-standard hours during critical account events.

We are primarily an in-office environment and therefore, you will be expected to work from the North Carolina or Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.