What are the responsibilities and job description for the Service Delivery Manager (MSP) position at Bowman Williams?
We are a cloud and Managed Service Provider supporting SMB clients across multiple industries with a strong focus on infrastructure, cloud modernization, cybersecurity, and service excellence. The organization is in a growth phase and actively refining internal structure and delivery processes to scale without sacrificing quality.
We are hiring a Service Delivery Manager with MSP experience and a strong technical background to lead service execution and continuous improvement. This role is ideal for someone who enjoys owning outcomes, managing people and process, and serving as the bridge between clients and technical teams.
What You Will Do
• Lead and manage the service desk and technical support team
• Own service delivery performance including SLAs, response times, and resolution targets
• Act as the primary point of contact for service related client communication
• Handle service and technical escalations with a calm, solutions focused approach
• Oversee ticket flow, dispatching, and workload balancing across the team
• Improve service delivery processes, SOPs, and documentation
• Partner with automation and engineering resources to streamline repeatable work
• Track KPIs and produce service performance reporting
What You Bring
• MSP background with experience leading service or support teams
• Strong understanding of ticketing workflows, SLAs, and escalation management
• Technical foundation across Windows Server, Microsoft 365, Azure, and Entra ID
• Comfortable working with MSP toolsets such as PSA, RMM, documentation, and remote access platforms
• Familiarity with service delivery frameworks and best practices
• Exposure to modern security tooling and incident workflows
• Strong communication skills with the ability to work directly with clients
• Organized, metrics driven, and improvement focused mindset
Pay and Benefits
• $125k to $150k DOE
• Hybrid work schedule, 4 days in office and 1 day work from home
• Medical benefits
• 401k with 4% match after one year
• 15 days PTO
• Professional development assistance
Salary : $125,000 - $150,000