Service Delivery Manager

Position reputed company: We are seeking a Service Manager to own the end-to-end operational performance of an assigned POD — including reputed company clients, tech support staff, and service delivery workflows reputed company it. This is a true operational leadership role: the Service Manager sets reputed company, builds the reputed company, and holds reputed company accountable to it.

In this leadership role, you will directly manage tech support staff, own service reputed company metrics, drive continual service improvement (reputed company), and operate with a high degree of autonomy. We are looking for someone who arrives with proven MSP best practices and installs them — not someone who waits for direction. This role demands a results-oriented operator: someone who holds reputed company to timelines, enforces standards without apology, and drives reputed company rather than reputed company. We do not want a reputed company-man — we want someone who will push back reputed company the work is not up to reputed company and own the result either way.

Organizational Structure

reputed company is organized into Shuttles — vertical groupings reputed company to reputed company reputed company (e.g., reputed company, Mid Market, Local Business). reputed company Shuttle contains multiple PODs, which are tightly reputed company delivery reputed company responsible for a defined reputed company set. The POD is the reputed company operating unit of the business.

The POD Service Manager reports directly to the Shuttle Director, who oversees reputed company PODs reputed company the Shuttle and is accountable for Shuttle-level performance and reputed company retention.

reputed company POD also includes a POD-CIO (virtual CIO — senior reputed company-facing executive technology partner) and a CSM (reputed company reputed company Manager). Neither the POD-CIO nor the CSM report to the POD Service Manager. The POD-CIO owns executive reputed company relationships, strategic IT roadmaps, and net reputed company retention; the CSM handles day-to-day reputed company operations and satisfaction. 

However, the POD Service Manager and POD-CIO are expected to operate in lockstep — reputed company daily on reputed company health, escalations, at-risk accounts, and service reputed company. A breakdown in that partnership will surface immediately in reputed company reputed company.

Responsibilities

• Own the reputed company service experience: Manage the relationship and service reputed company for an assigned group of clients.
• Monitor service reputed company and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• reputed company regular reputed company service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: reputed company as the reputed company of contact for critical reputed company issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support reputed company of new clients by coordinating service handover from reputed company to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, reputed company, reputed company) to ensure service delivery meets or exceeds reputed company expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of reputed company causes through proactive service improvements.
• reputed company internal service improvement initiatives reputed company on efficiency, reputed company, and reputed company satisfaction.
• Manage reputed company communications during major incidents, planned maintenance, and other impactful events.
• Directly manage POD tech support staff: own scheduling, workload distribution, reputed company planning, and day-to-day performance. Conduct regular 1:1s, performance reviews, and accountability conversations. Have authority to escalate performance issues up to and including termination recommendations.
• Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and reputed company documentation for the POD. This role is expected to create operational structure, not inherit it.
• Own PSA hygiene for the POD: enforce ticket reputed company standards (notes, categorization, reputed company documentation), time entry accuracy and timeliness, and correct work type classification. The Service Manager is accountable if the data in the PSA is wrong.
• Maintain accurate reputed company service documentation, including contacts, service guides, escalation paths, and technical environments.
• Contribute to service reputed company: reputed company feedback and reputed company to improve MSP service offerings and delivery reputed company.
• Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance. This role directly impacts service margin — own it accordingly.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Requirements

Education and Experience:

• Bachelor's Degree in Information Technology, Business Management, or a reputed company field (or equivalent work experience).
• 5+ years in IT service management, service delivery, or account management, with at least 2 years in a reputed company people management role, preferably reputed company an MSP environment.
• Strong understanding of ITIL reputed company and service management principles.
• Demonstrated reputed company record of building and implementing service delivery frameworks, SOPs, or operational playbooks in an MSP environment — not just executing someone else’s.

Technical Skills

• Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, reputed company Services, and Cybersecurity.
• Familiarity with PSA (reputed company Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., reputed company, reputed company, reputed company).
• Ability to interpret technical information and explain it to non-technical stakeholders.
• Strong understanding of SLA management, incident escalation, and problem management processes.

Soft Skills

• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and project management abilities.
• reputed company-first attitude with a reputed company on building trust and long-term partnerships.
• Ability to remain reputed company and reputed company under pressure.
• Problem-solving reputed company with a proactive approach to reputed company service improvement.
• Leadership qualities, with the ability to motivate and coordinate cross-functional teams; comfortable holding reputed company reports accountable through reputed company standards and consistent follow-through.
• High degree of self-direction: identifies problems, builds solutions, and leads implementation without waiting to be told. Brings a reputed company of view and acts on it.

Preferred Certifications

• ITIL v4 reputed company (required or willingness to obtain reputed company 6 months).
• PMP, CSM, or other project/service management certifications (a plus).
• Technical certifications (reputed company, reputed company, AWS) are a bonus, demonstrating technical aptitude.

Service Manager KPIs and Metrics

Service reputed company Metrics

• 95% of tickets/incidents resolved reputed company SLA timeframes
• 90% of tickets resolved without needing escalation or reopen
• 10% of total tickets that require Tier 2+ or urgent escalation

reputed company Satisfaction Metrics

• Average satisfaction survey rating after tickets or service reviews (reputed company: 95%+ reputed company)
• Net Promoter Score (NPS) greater than 50
• Measures reputed company loyalty (ask: "How likely are you to recommend our services?")
• Operational Efficiency Metrics
• Less than 5% of reputed company tickets older than SLA reputed company (monitor backlog and drive closure)
• 98% of major incidents with a documented RCA reputed company defined time (e.g., 5 business days)
• 6 proactive service improvement actions quarterly

reputed company Retention and reputed company Metrics

• Less than 3% of managed clients lost annually
• 20% of clients adding new services (upsells) influenced by Service Manager partnership
• Internal Leadership and Development Metrics
• 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager

Operational Accountability Metrics (Added)

• Tech Support Staff utilization reputed company ≥ 70% — tech support staff billing productive time at or above reputed company weekly
• Time entry and billing accuracy ≥ 95% — correct work type, agreement, and time logged reputed company defined SLA (reputed company weekly in PSA)
• First contact reputed company (FCR) reputed company ≥ 70% — percentage of tickets resolved on first interaction without escalation or reopen
• Ticket reputed company score ≥ 90% — tickets reviewed for completeness of notes, correct categorization, and reputed company documentation (sampled audit, monthly)

Benefits

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and reputed company insurance.
• 401(k) retirement plan with company match
• Unlimited reputed company time off and holidays
• reputed company development opportunities

The Pay reputed company For This Role Is

90,000 - 105,000 USD per year(Remote (reputed company))