Service Delivery Manager - MSP

Accountabilities: As Service Delivery Manager, you will lead daily service operations, support team development, and ensure that client expectations and business objectives are consistently achieved. Act as the primary escalation point for critical client issues, taking ownership of communication, coordination, and resolution. Oversee team scheduling, workload distribution, and resource utilization to maximize productivity and service efficiency. Monitor and manage service backlogs, ensuring priorities are clearly defined and outstanding requests progress toward resolution. Track key performance indicators (KPIs), identify operational trends, and implement improvements to enhance service quality and team performance. Lead major incident management activities, coordinating technical resources and maintaining effective communication with clients and internal stakeholders. Conduct regular one-on-one meetings, provide coaching and constructive feedback, and support employee engagement and professional development. Manage employee performance reviews, recruitment activities, and team development initiatives. Collaborate with cross-functional departments to improve operational processes, strengthen service delivery, and maximize customer satisfaction. Promote a culture of accountability, transparency, teamwork, and customer-focused service. Lead by example, maintaining high standards of communication, professionalism, and operational excellence. Requirements The ideal candidate combines a strong technical IT background with proven management experience, excellent communication skills, and a customer-oriented approach to service delivery. At least 5 years of professional experience in technical IT roles. Minimum of 3 years of experience in management or leadership positions. Hands-on technical expertise with Windows Server, Active Directory, Microsoft 365, firewalls, VPNs, routing and switching, virtualization, and LAN/WAN environments. Strong understanding of IT service delivery within a Managed Service Provider (MSP) environment. Experience with incident, problem, and change management processes, as well as client relationship management. Knowledge of ITIL frameworks, with ITIL V3 or V4 Foundation certification strongly preferred. Proven ability to manage service delivery KPIs, improve operational performance, and maintain high customer satisfaction levels. Excellent verbal and written communication skills, with the ability to build trust, communicate effectively with senior stakeholders, and manage challenging situations calmly and professionally. Strong leadership and interpersonal skills, with the ability to motivate teams, provide constructive feedback, and develop individual talent. Excellent organizational and problem-solving abilities, with a proactive approach to operational challenges and continuous improvement. Ability to balance technical priorities, team management responsibilities, and client expectations in a fast-paced environment. Benefits Competitive annual salary ranging from $90,000 to $110,000. Full-time remote working arrangement. Leadership culture focused on coaching, empowerment, and professional development rather than micromanagement. Opportunity to influence business strategy, operational performance, and customer success. Access to evolving tools, training, and processes aligned with industry developments. Support for professional growth and continued development as a leader. Collaborative team environment that encourages initiative, transparency, and shared success. Opportunity to make a direct impact on client outcomes and the development of IT service teams.