Service Delivery Manager

Notes:

• Please read the job description carefully and ensure you meet the requirements before applying for the position.
• All screening questions must be answered as failure to do so, my result in your application not advancing through the recruiting process.
• Strong knowledge of ConnectWise Manage & IT Glue is required.

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We are seeking a highly experienced, analytical, and results-oriented Service Delivery Manager (SDM) to lead the day-to-day operations of our customer-facing Managed Services Department. This is a critical leadership role responsible for ensuring consistent, high-quality, metrics-driven post-sales support across managed services and break/fix engagements.

The ideal candidate has deep multi-industry Managed Service Provider (MSP) experience, strong technical acumen, and a proven ability to build and lead high-performing teams, drive operational excellence, and deliver measurable improvements in service delivery. Success in this role requires expertise in SOP development, process optimization, project management, and team developmentalways with a focus on performance, scalability, and client satisfaction.

Ideal Candidate Profile

• A data-driven leader who makes strategic decisions based on metrics and insights.
• Passionate about workflow optimization, standardization, and documentation excellence.
• An experienced IT project manager with a bias for action and flawless execution.
• A team builder who fosters a culture of accountability, growth, and high performance.

Required Skills & Competencies

Leadership & Experience

• 8 years in IT Service Delivery, within a Managed Service Provider (MSP).
• 4 years leading technical service teams, with a strong track record in team development and performance management.
• Strong knowledge of ConnectWise manage, IT Glue & Datto is required.
• Strong compliance knowledge across diverse methodologies.
• Strong knowledge & experience in process development / SOPs, Process Improvement.
• Proven success in SLA / SLE and KPI driven environments.
• Strong background in SOP creation, process optimization, and cross-functional project management.
• Experience with varied industry types, such as, but not limited to healthcare, legal, finance, retail, construction, automotive, manufacturing, etc.
• A minimum of a bachelors degree in IT, Computer Science, or related field preferred.

Analytical & Operational Expertise

• Extremely proficient with KPI management, metric reporting, dashboards and real-time performance analytics.
• Highly skilled in interpreting trends, diagnosing root causes, and implementing effective solutions.
• Hands-on experience with PSA/ticketing platforms and other RMM tools.

Technical & Strategic Proficiency

• Deep understanding of ITIL principles and service desk best practices.
• Experience leading project-based process improvements with measurable service impact.
• Ability to balance day-to-day operations with long-term strategic initiatives.

Communication & Leadership Style

• Strong communicator and effective escalation handler, with client-facing experience.
• Coaching-oriented leadership style focused on trust, accountability, and continuous improvement.
• High emotional intelligence and adaptability in fast-paced, dynamic environments.

Core Responsibilities

Leadership & Operational Management

• Lead, mentor, and develop a high-performing Managed Services team focused on continuous learning and technical excellence.
• Oversee daily operations using dashboards, KPIs, and SLA tracking to ensure accountability and performance.
• Conduct regular 1:1s and performance reviews grounded in data, engagement, and outcomes.
• Manage team scheduling, equitable ticket distribution, and real-time service board activity.
• Champion the optimal use and evolution of the tool stack to support operational goals.

Customer-Centric Service Excellence

• Act as the most senior escalation point for complex client issues, ensuring timely and effective resolution.
• Monitor and manage SLAs, KPIs, and CSAT metrics to maintain high client satisfaction.
• Use data insights to identify service gaps and address recurring issues proactively.
• Build strong client relationships through regular service reviews and strategic communication.

Process Improvement & SOP Development

• Lead the development, documentation, and continual improvement of SOPs to support standardization and scalability.
• Trains and coaches team members on standard operating procedures and the companys customer service philosophy while developing and maintaining comprehensive playbooks that document company processes, client environment details, and technical standardsensuring consistent training, high-quality service delivery, and scalable growth.
• Use operational analytics to identify inefficiencies and drive structured process enhancements.
• Implement automation and workflow improvements that boost team efficiency and service reliability.
• Promote a culture of process ownership and documentation discipline.

Project Management, Compliance & Strategic Execution

• Oversee internal initiatives that enhance service performance, including process redesigns, tooling upgrades, and team initiatives
• Support resource planning, budgeting, and roadmap execution alongside the COO.
• Identify and address skill gaps through hiring, training, and cross-functional development.
• Oversee the client compliance need and strategy.