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Service Delivery Manager
Private Label StaffService Delivery Manager overseeing managed services for commercial clients. Ensuring high client satisfaction and managing service delivery teams in a fast-paced environment.
Tech Stack
Tools & technologiesCloudCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- Manage the overall delivery of managed services to commercial clients
- Serve as the primary point of contact for client escalations, service reviews, and operational communication
- Ensure service level agreements (SLAs) and performance metrics are consistently achieved
- Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery
- Lead recurring client meetings, including business reviews and operational updates
- Monitor ticket trends, client satisfaction, and service performance to identify areas for improvement
- Drive process improvements and operational efficiencies across service delivery functions
- Assist with onboarding new clients and transitioning services into support operations
- Manage escalations and work proactively to resolve client concerns
- Maintain documentation related to client environments, processes, and service standards
- Support account growth by identifying opportunities for additional services and solutions
Requirements
What you’ll need- 3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services
- Experience working within an MSP or IT services environment
- Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations
- Proven ability to manage multiple clients and priorities in a fast-paced environment
- Excellent communication, organization, and problem-solving skills
- Experience managing client relationships and executive-level communication
- Familiarity with ticketing systems, SLAs, KPIs, and IT service management best practices
- Experience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferred
- ITIL certification or service management experience preferred
- Previous leadership or team management experience preferred
- Technical background in infrastructure, cloud, cybersecurity, or networking preferred
- Bachelor’s degree in Information Technology, Business, or related field preferred
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service DeliveryAccount ManagementIT OperationsManaged ServicesIT InfrastructureCloud ServicesNetworkingProblem-SolvingTechnical Background
Soft Skills
CommunicationOrganizationClient Relationship ManagementLeadershipPrioritization
Certifications
ITIL Certification