MSP IT Service Delivery Manager

Systems Plus Computers is an established managed services provider supporting businesses, institutions and non-profits across the Upper Valley. We are seeking an experienced IT Service Delivery Manager to own the planning and execution of client projects and to ensure our engineering capacity is scheduled and used effectively across our client base.

This is a client-facing delivery role within a managed services environment. You will be responsible for converting signed engagements into structured project plans, holding delivery to committed dates, and coordinating the work of our engineering team across concurrent client projects. The position requires sufficient technical depth to scope infrastructure work, evaluate estimates and hold delivery plans to account, though it is not a hands-on engineering role.

RESPONSIBILITIES

• Plan and coordinate client projects from signature through completion, including scope, tasks, owners, sequencing, dependencies and committed dates.
• Own the delivery schedule across concurrent client engagements, ensuring committed dates are met or renegotiated with the client in advance of any change.
• Manage engineering capacity: maintain visibility of workload and availability, forecast upcoming demand, and schedule work to make effective use of the team.
• Coordinate delivery of managed services projects including Microsoft 365 and Entra ID migrations, endpoint and RMM deployment, firewall and network upgrades, server and infrastructure refreshes, and backup and disaster recovery implementations.
• Serve as the client's point of contact for project status, schedule and scope changes, including onsite coordination and change-window scheduling.
• Maintain the integrity of delivery records in our PSA, including tickets, time entries, project plans and client documentation, as the basis for accurate invoicing, reliable estimating and repeatable delivery.
• Lead the daily stand-up and translate service-level, workload and monitoring reporting into daily prioritization and assignment decisions.
• Monitor service level agreement performance across client agreements, identify aging or at-risk work, and drive it to resolution.
• Coordinate hardware and software procurement with vendors and distributors to align equipment arrival with scheduled project work.
• Contribute to project scoping during the sales process to ensure proposed work is realistic, correctly sequenced and accurately estimated.
• Identify and implement improvements to delivery process, documentation standards and onboarding procedures.

Pay: $53,276.05 - $64,160.40 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• IT: 2 years (Preferred)

Location:

• Lebanon, NH 03766 (Preferred)

Ability to Commute:

• Lebanon, NH 03766 (Required)

Work Location: In person

Salary : $53,276 - $64,160