Service Delivery Manager

The Role

As a Service Delivery Manager, you are the engine of our service operations. You will balance the tactical requirements of a busy service desk with the strategic needs of our clients, ensuring that every ticket resolved contributes to a stable and secure client environment.

Key Responsibilities

• Operations & Service Oversight: Maintain high-level oversight of the ticketing system. You will monitor queues to ensure SLAs are met, identify recurring technical trends, and resolve bottlenecks to keep service flowing smoothly.
• Team Development: Act as a mentor and coach for the technical team. You will be responsible for team member development, performance reviews, and fostering a culture of accountability and continuous learning.
• Client Relationship Management: Act as the primary operational contact for 60 clients. You will conduct regular strategic business reviews to ensure their technology remains aligned with their evolving business goals.
• Process Improvement: Collaborate with the Operations team to refine service delivery workflows, ensuring infrastructure stability and security compliance across your portfolio.
• Technical Advocacy: Bridge the gap between client business needs and technical execution, translating complex IT requirements into clear, actionable roadmaps.

What We’re Looking For

• Industry Experience: Previous experience within a Managed Service Provider (MSP) environment is a significant plus.
• Leadership & Coaching: Proven ability to develop technical talent and manage the "rhythm" of a high-volume service desk.
• Operational Discipline: Strong familiarity with ticketing platforms and service metrics; you know how to use data to drive team performance.
• Strategic Communication: Comfortable leading business reviews and discussing hardware lifecycles and security best practices with client stakeholders.

Benefits

• 401K with company match
• Company provided mobile phone
• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included
• Performance-based incentives
• Generous bonus levels
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement
• PTO

Pay

Compensation Range: $70K - $90K, inclusive of base salary and bonuses, depending on experience and qualifications.