IT Service Delivery Manager (MSP)

Stepping Forward Technology is seeking an IT Service Delivery Manager to join our Leadership team. Reporting to the COO, you will lead six team members across our Professional Services and Service Desk functions, ensuring exceptional client experiences, operational excellence, and strong business results. This role is ideal for a proven leader with experience managing technical teams in a small- to mid-size Managed Service Provider (MSP) environment who excels at driving accountability, communication, and execution. Success in this position means delivering profitable projects, maintaining strong service performance, developing a high-performing team, and contributing meaningfully to company strategy and leadership.

Compensation/Bonus:

Base salary: $95,000 - $115,000. After year one, this role is bonus-eligible, with an anticipated total annual compensation ranging from $105,000 to $145,000.

How the Service Delivery Manager Role Works:

• This is primarily a leadership role, with approximately 80% of time dedicated to leadership, accountability, and operational improvement
• Maintain sufficient technical depth to validate scope, challenge estimates, and coordinate escalations when necessary
• Own service and project delivery while partnering with Strategy & Standards, which owns client roadmaps, standards, security, compliance, and the tool stack
• Lead your teams through EOS principles by providing clear Leadership, Management, and Accountability (LMA), supported by quarterly Rocks, weekly Scorecards, and Level 10 meetings

Key MSP Responsibilities:

Professional Services Leadership:

• Convert approved projects into clear delivery plans with defined schedules, assignments, milestones, and proactive client communication, ensuring projects are delivered on time and on budget
• Approve project estimates and delivery commitments, and ensure compliance with time entry, documentation, and statements of work
• Increase project productivity, revenue, and profitability while maintaining service quality

Service Desk Leadership:

• Ensure consistent execution of Service Desk processes, including dispatch, ticket ownership, response times, escalations, and service-level commitments
• Monitor service metrics and implement improvements that reduce response and resolution times while enhancing client satisfaction
• Promote clear client communication and timely, effective issue resolution

Team & Company Leadership:

• Lead, develop, and manage a team of two Professional Services Engineers and four Service Desk Technicians, including hiring, coaching, performance management, and employee development
• Partner with the Leadership Team to provide strategic recommendations that improve operations, service delivery, and company performance
• Collaborate with the Strategy & Standards department to identify recurring challenges and implement lasting operational improvements

What Success Looks Like:

• Client projects are delivered on time, within budget, and in line with commitments
• Professional Services productivity, utilization, and revenue continue to grow while maintaining profitability and quality
• Service Desk metrics remain healthy, with responsive service and resolution times, resulting in high client satisfaction
• Team members are accountable, engaged, and growing in their roles
• Recurring operational challenges are identified, solved, and translated into lasting process improvements

Stepping Forward Technology & How We Work:

Stepping Forward Technology is an established family-run, locally owned, and growing Managed Service Provider (MSP) based in Colorado Springs. Since 2006, we have built our approach around aligning technology recommendations with client outcomes, not project quotas. Our purpose is to build an exceptional company with a special culture that earns radical trust.

To watch a video about our culture and the values that unite us, visit:

https://steppingforward.tech/who-we-are/

What We Are Looking For in Our Service Delivery Manager:

• 3 years of experience leading technical teams in an IT Managed Service Provider (MSP) environment
• Experience overseeing project delivery, client communication, and IT service operations
• Demonstrated ability to manage SLA’s, team performance, and operations metrics
• Technical depth sufficient to evaluate scope, estimates, and escalations
• Excellent communication, organization, and leadership skills
• The ability to build trust and develop strong relationships with clients and employees
• Possess a valid Driver’s License and have reliable transportation (mileage reimbursement)

Bonus Points:

• Experience with labor utilization and service profitability management
• Experience with PSA, RMM, and/ or AutoDesk platforms
• EOS, ITIL, and P&L ownership experience

Ready to take your career to the next level? Stepping Forward Technology is looking for talented individuals to join our team. As a growing company in a dynamic and ever-evolving industry, we offer competitive wages/bonuses, excellent benefits, retirement savings opportunities, industry-leading technology, and a collaborative team environment that supports your success. Apply today and start building your future with us. Visit https://steppingforward.tech to learn more.

Pay: $95,000.00 - $115,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Describe the structure of the department you lead/led, a process/procedural improvement you have made, and how that improvement made a significant impact.
• While not required, do you have experience with labor utilization and service profitability management? (Yes or No)
• While not required, do you have experience with PSA, RMM, Autotask or other related platforms? If so, which ones?
• Do you have experience working in an EOS environment?
• What are your salary expectations for this role?

Education:

• High school or equivalent (Required)

Experience:

• Project delivery, client communication, IT service operation: 1 year (Required)
• SLA management, team performance, and operations metrics: 1 year (Required)
• IT Managed Service Provider (MSP) technical team leadership: 3 years (Required)

Location:

• Colorado Springs, CO 80907 (Required)

Ability to Commute:

• Colorado Springs, CO 80907 (Required)

Work Location: In person

Salary : $95,000 - $115,000