What are the responsibilities and job description for the Service Delivery Manager (Managed Service Provider) position at Bowman Williams?
We are a growth-focused Managed Service Provider delivering enterprise-level IT solutions to SMBs across schools, healthcare, manufacturing, finance, nonprofit, and distribution. This is a hybrid WFH role with no requirement to go into an office.
This is not a maintenance role. This is a build-and-elevate role.
We are seeking a Service Delivery Manager who can audit current operations, strengthen SLAs and KPIs, build a service roadmap, and lead a 10-person technical team through the next stage of scale. You must bring strong MSP operations experience paired with hands-on technical credibility.
What You Will Own
• Oversee day-to-day service delivery and ensure SLAs and KPIs are consistently met
• Audit existing processes and implement operational improvements
• Build and execute a scalable service roadmap
• Lead and mentor engineers while reinforcing accountability and documentation standards
• Manage infrastructure projects including migrations, upgrades, and deployments
• Serve as a technical advisor for key client stakeholders
• Support sales efforts with technical validation during proposals and onboarding
• Drive compliance, cybersecurity best practices, and operational discipline
• Manage vendor relationships, budgeting, and resource planning
What You Bring
• 7 years of IT experience with 3 years in MSP leadership
• Strong multi-client infrastructure background
• Hands-on experience with Windows Server, Microsoft 365, virtualization, and networking
• Experience with Hyper-V builds, Meraki, Ubiquiti, and VoIP migrations
• Knowledge of cloud platforms including Azure and AWS
• Strong understanding of SLAs, KPIs, and service operations
• Ability to balance leadership, technical depth, and client-facing communication
• Certifications such as Microsoft, Cisco/Meraki, PMP, ITIL, or CISSP are a plus
Benefits
• Medical, dental, vision, and life insurance
• Quarterly Bonus ($10k - $15k annually)
• Short-term and long-term disability
• 401k
• Paid vacation and PTO
• Paid holidays including extended holiday schedules
Salary : $10,000 - $15,000