MSP Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for ensuring the consistent, efficient, and high-quality delivery of managed IT services to clients. This role serves as the primary operational liaison between clients, the service team, and internal leadership. The SDM owns the day-to-day client service experience, ensuring service level agreements (SLAs) are met, processes are followed, and risks are identified and addressed proactively.

The ideal candidate brings strong operational discipline, excellent communication skills, and a client-first mindset within a Managed Service Provider (MSP) environment.

Service Delivery & Operations

• Oversee daily service delivery operations across the service desk and field teams
• Monitor ticket queues to ensure proper prioritization, assignment, and resolution
• Ensure adherence to ITIL-aligned processes including Incident, Request, Problem, and Change Management
• Assist in project management
• Balance technician workload to support efficiency and prevent burnout

SLA & Performance Management

• Own and maintain SLA compliance across all managed clients
• Track and analyze key service metrics including SLA attainment, ticket trends, and client satisfaction
• Investigate SLA breaches and lead root‑cause analysis and corrective action planning
• Prepare and present service performance reports for clients and leadership
• Serve as the escalation point for service issues, client concerns, and major incidents
• Coordinate internal teams during critical incidents and service disruptions
• Lead post‑incident reviews and ensure preventative measures are implemented
• Enforce standard operating procedures (SOPs) across the service organization
• Identify inefficiencies in workflows, documentation, and tool usage (PSA, RMM, documentation platforms)
• Partner with leadership to design and implement continuous improvement initiatives
• Coach and mentor technicians on service quality, communication, and process adherence
• Provide performance feedback to service leadership and participate in reviews as needed
• Promote a culture of accountability, professionalism, and continuous improvement

Cross‑Functional Collaboration

• Collaborate with Account Management and Sales teams on renewals, client health, and service‑related upsell opportunities
• Coordinate with Project Management teams to ensure smooth handoffs and resource planning
• Support onboarding and transition processes for new and expanding clients

Key Performance Indicators (KPIs)

• SLA compliance and resolution performance
• Client satisfaction (CSAT) and feedback trends
• Escalation frequency and resolution time
• Ticket backlog health and aging
• Client retention and service risk indicators

• 3–5 years of experience in an MSP or IT services environment
• Bachelor’s degree in Computer Science or a related field
• Proven experience in service delivery, service management, or operations leadership
• Strong understanding of ITIL principles and service management best practices
• Experience working with PSA, RMM, and IT documentation systems
• Excellent written and verbal communication skills

• ITIL Foundation or equivalent certification
• Experience leading or mentoring technical teams
• Background working directly with SMB or mid‑market clients
• Experience supporting or collaborating with Account Management or Project teams

• Client‑focused mindset
• Strong organizational and prioritization skills
• Calm and decisive under pressure
• Ability to influence without direct authority
• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance $85,000-$100,000 Annually