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