Service Delivery Manager
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Job Description
Service Manager managing client service experience and internal team performance at Managed Service Provider. Ensuring service quality, compliance, and continual improvement in operations.
Responsibilities:
- Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
- Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
- Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
- Support onboarding of new clients by coordinating service handover from projects to operational support.
- Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
- Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
- Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
- Manage client communications during major incidents, planned maintenance, and other impactful events.
- Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance.
- Conduct regular 1:1s, performance reviews, and accountability conversations.
- Have authority to escalate performance issues up to and including termination recommendations.
- Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD.
- Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification.
- Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
- Provide feedback and ideas to improve MSP service offerings and delivery methods.
- Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance.
- Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.
Requirements:
- Bachelor's Degree in Information Technology, Business Management, or a related field (or equivalent work experience).
- 5+ years in IT service management, service delivery, or account management, with at least 2 years in a direct people management role, preferably within an MSP environment.
- Strong understanding of ITIL framework and service management principles.
- Demonstrated track record of building and implementing service delivery frameworks, SOPs, or operational playbooks in an MSP environment — not just executing someone else’s.
- Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
- Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
- Ability to interpret technical information and explain it to non-technical stakeholders.
- Strong understanding of SLA management, incident escalation, and problem management processes.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong organizational and project management abilities.
- Client-first attitude with a focus on building trust and long-term partnerships.
- Ability to remain calm and focused under pressure.
- Problem-solving mindset with a proactive approach to continuous service improvement.
- Leadership qualities, with the ability to motivate and coordinate cross-functional teams; comfortable holding direct reports accountable through clear standards and consistent follow-through.
- High degree of self-direction: identifies problems, builds solutions, and leads implementation without waiting to be told.
- Brings a point of view and acts on it.
Benefits:
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance.
- 401(k) retirement plan with company match
- Paid time off and holidays
- Professional development opportunities
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