Service Delivery Manager

Service Delivery Manager

Position Overview

We are seeking an experienced and customer-focused Service Delivery Manager to oversee the delivery of managed services and ensure a high level of client satisfaction within the commercial industry. This individual will serve as the primary point of contact for clients, manage service performance, coordinate internal teams, and drive continuous improvement across service operations.

The ideal candidate has experience working within a Managed Services Provider (MSP) environment, strong leadership skills, and a proven ability to manage client relationships while ensuring service excellence.

Key Responsibilities

• Manage the overall delivery of managed services to commercial clients
• Serve as the primary point of contact for client escalations, service reviews, and operational communication
• Ensure service level agreements (SLAs) and performance metrics are consistently achieved
• Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery
• Lead recurring client meetings, including business reviews and operational updates
• Monitor ticket trends, client satisfaction, and service performance to identify areas for improvement
• Drive process improvements and operational efficiencies across service delivery functions
• Assist with onboarding new clients and transitioning services into support operations
• Manage escalations and work proactively to resolve client concerns
• Maintain documentation related to client environments, processes, and service standards
• Support account growth by identifying opportunities for additional services and solutions

Qualifications

• 3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services
• Experience working within an MSP or IT services environment
• Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations
• Proven ability to manage multiple clients and priorities in a fast-paced environment
• Excellent communication, organization, and problem-solving skills
• Experience managing client relationships and executive-level communication
• Familiarity with ticketing systems, SLAs, KPIs, and IT service management best practices
• Experience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferred

Preferred Qualifications

• ITIL certification or service management experience
• Previous leadership or team management experience
• Technical background in infrastructure, cloud, cybersecurity, or networking
• Bachelor’s degree in Information Technology, Business, or related field preferred