Service Delivery Manager – Managed Services
We are a well-established, fast-growing MSP whose goal is to provide remarkable IT Support & Services to our client base by positioning a team of knowledgeable, creative, collaborative, and articulate professionals within easy reach of the average small or medium size businesses.
Our rapidly-growing MSP is seeking a Service Delivery Manager with the ability to lead and support a team of technicians, engineers, and project managers. As the Service Delivery Manager – Managed Services, you will be responsible for ensuring that all of our clients’ needs are met with exceptional service, while also overseeing the execution of complex projects. You’ll work closely with clients to ensure we’re meeting their expectations and with our team to ensure they have the resources they need to deliver service that exceeds expectations. Come be a part of a dynamic and growing team that’s transforming the industry with innovative solutions and unparalleled service.
Apply today!
Service Delivery Manager – Managed Services Responsibilities:
- Help lead and prioritize the support team’s workload.
- Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
- Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and help improve those processes
- Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA’s, KPI’s. risks/issues)
- Act as a liaison to clients around service delivery issues
- Regularly review opportunities for team training and provide team members with coaching. Listen to team members’ feedback and resolve any issues or conflicts
- Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
- Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
- Ensure the prompt and thorough documentation of all work by the team via our ticketing system
Service Delivery Manager – Managed Services Requirements:
- Minimum 3 years experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support
- Demonstrable experience both managing and working as part of an MSP team
- Experience with creating and updating SOPs (Standard Operating Procedures Experience with building and mentoring a team
- Experience with compiling service related data and reporting for review (SLA metrics and other KPI’s)
- Experience managing an issue or ticket tracking system and RMM tools
- Ability to learn new technologies and systems quickly
Service Delivery Manager – Managed Services Salary & Benefits:
- Salary $110k -$115k
- 401(k) w/ 6% match
- Partial Work from Home/ Hybrid Work Enviroment
- Medical/ Dental/ Life Insurance – 100% coverage
- Generous PTO
- Certification Reimbursement
