Service Delivery Manager (MSP Industry)
We are a growing, private IT Managed Service Provider (MSP) based in West Houston, offering remote, co-managed, and virtual CTO services to small and medium-sized businesses. Our focus is on building long-term relationships with clients through exceptional service, integrity, and results-driven solutions. By setting clear objectives, metrics, and expectations, we empower our managers to take ownership and accountability in achieving the best outcomes for both clients and team members.
As a Service Delivery Manager in the MSP industry, you will provide technical and managerial leadership to our First Response Group, overseeing service delivery and managing day-to-day client issues. You will also collaborate with management to refine and enhance the organization’s leadership structure and systems.
We offer a fun, collaborative work environment with plenty of opportunities for growth and professional development. If you have a background in service delivery and experience in an MSP setting, we’d love to hear from you. Apply now and join our dynamic team!
Service Delivery Manager (MSP Industry) Responsibilities:
As a high performing IT service operations leader, the successful candidate is self-motivated, proactive, flexible, quick-thinking and able to triage and manage multiple diverse priorities to ensure the quick, efficient and consistent delivery of high-quality IT services. Managing a team of around fifteen Level 1 to Level 3 Techs, the right candidate has a mix of technical expertise, client service excellence and leadership skills exhibited by strong judgement, a positive attitude and the consistent pursuit for results servicing clients and team over self
Service Delivery Manager (MSP Industry) 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
Service Delivery Manager (MSP Industry) Benefits:
- Salary: $110,000 to $125,000
- Health Insurance
- 401(k) with match
- Very generous PTO
- Certification Reimbursement
- FSA account options
- Long term disability insurance
- Commuter benefit plans
Service Delivery Manager (MSP Industry) Work Environment:
- Small office, hybrid work.
- Values continuous learning and improvement.
- We help each other to succeed and grow. No jerks, cutthroats or slackers.
- Leadership support to hire and develop great techs and team members.
- Positive, collaborative, non-hierarchical, result driven.
- Focus on achieving desired behaviors, outcomes efficiently and effectively.
- Candor and courage to find the best outcomes for clients, the team and the company.
