Manager Service Delivery

As a Manager, Service Delivery, you’ll lead a team of Service Desk and Field Operations professionals who are responsible for delivering exceptional experience to a dedicated group of clients. You’ll have the ownership and autonomy to shape how your team operates, anticipate client needs, and turn challenges into better outcomes. 

You’ll balance people, service, and business performance, making sure your team has the right capacity to deliver while using data to understand what’s working and where there’s room to improve. Just as importantly, you’ll coach and develop your team members, helping them grow while raising the bar for the service your clients receive. 

Success in this role isn’t just about keeping work moving. It’s about building a strong team, earning client trust, and delivering results you can see and measure. 

• This is a remote position; however, team members should be willing and able to travel 5-10% of the time, as necessary.
• To best support our clients and team, this role is open only to candidates who are physically located in the greater Chicagoland area. 

• →3+ years in a Managed Services Provider or comparable multi-client service delivery environment. 

• →2+ years of direct people management including hiring, performance management, and development. Required for external candidates; internal candidates may substitute demonstrated team lead or escalation lead experience. 

• →A track record of improving service outcomes against defined measures. 

• →Working fluency with service delivery data, you can read a ticket or utilization report, question it, and build an argument from it. Comfort with PSA reporting (ConnectWise Manage) and BI dashboards is expected. 

• →Experience leading both remote and field-based technical staff, including scheduling and dispatch. 

• →Technical grounding equivalent to a strong Tier 2 technician, enough to judge the work, coach it, and sanity-check an escalation. Leadership, judgment, and communication weigh more heavily than the depth of technical expertise. 

• →Comfort delivering candid feedback and holding difficult conversations, with clients as well as with staff. 

• →ITIL 4 Foundation, or willingness to obtain it within the first six months. 

• CSAT at or above 95%, with follow-up on every piece of negative feedback. 

• SLO attainment at or above 95% across response, resolution plan, and resolution — at every priority level. 

• Kill rate at 100%, you close what arrives — with backlog stable or falling and aging tickets trending down. 

• Phone answered fast and rarely abandoned, with ownership shared across all technician levels rather than concentrated in Tier 1. 

• Reliable coverage that never depends on any one person. 

• A team that's growing: people are developing, staying, and earning promotions from within. 

• Capacity you can defend and Staffing decisions backed by clear data.