Service Delivery Manager; MSP

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Service Delivery Manager

(Growth Path to Director of Service Delivery)

New York, NY | Hybrid (4 days in-office, 1 day WFH)

$135,000–$150,000 base + performance bonus

We are a fast-growing Cloud and Managed Service Provider based in Midtown Manhattan, supporting a diverse SMB client base across multiple industries. After surpassing $5M in revenue last year, we are entering a new phase of growth—revamping our internal structure, refining service delivery, and investing in leadership to scale the organization the right way.

We’re hiring a Service Delivery Manager to take full ownership of service execution, team performance, and client satisfaction. This is a high-impact leadership role with a clear, intentional path to Director of Service Delivery within 12 months for the right person.

This role is ideal for an experienced MSP leader who thrives on accountability, process improvement, and operational excellence—not someone who wants to work tickets, but someone who wants to run the service desk flawlessly.

• Lead and manage the service desk and technical support team
• Own SLAs end-to-end: response times, resolution targets, client expectations
• Serve as the primary escalation point for service and client issues
• Act as the main client-facing leader for service delivery communication
• Oversee ticket flow, dispatching, prioritization, and workload balancing
• Drive continuous improvement of SOPs, documentation, and workflows
• Partner with automation and technical resources to eliminate inefficiencies
• Track KPIs and service metrics to measure performance and outcomes

You will have full authority and autonomy over service delivery—no micromanagement, no hand‑holding. Leadership is looking for a strategic partner who brings ideas, executes confidently, and raises the bar.

• Proven MSP experience (non-negotiable)
• Strong background in service delivery, SLA management, and escalations
• Confident people leader with the ability to hold teams accountable
• Process-driven mindset with experience leading change management
• Excellent client communication and leadership presence
• Technical foundation across Windows Server, Microsoft 365, Azure/Entra , networking, and general troubleshooting (you won’t be hands‑on, but you must understand the environment)
• Experience with MSP tools such as HaloPSA, Auto Task, N-central, Ninja One, ITGlue/Hudu, Screen Connect, and backup/security platforms

• Exposure to cybersecurity tools (EDR, MDR, SOC platforms)
• Familiarity with ITIL or service delivery frameworks
• Experience managing hybrid or remote teams
• Strong reporting and KPI analysis skills
• Performance-based bonus tied to SLA performance, client satisfaction, and operational outcomes
• Medical benefits
• 401(k) with 4% match after one year
• 15 days of PTO

• Clear, fast-track growth to Director of Service Delivery
• Leadership trusts you to own the function—no micromanagement
• Pure leadership and operations role (no tickets, no projects)
• Tight-knit team with real influence and visibility
• Opportunity to build, scale, and leave your mark on the organization

• No MSP background
• Reactive mindset instead of proactive leadership
• Inability to manage SLAs, escalations, or client expectations
• Resistance to process improvement or accountability

Seniority level:
Director

Employment type:

Full-time

Job function:
Information Technology

Industries: IT Services and IT Consulting and Information Services