Service Delivery Manager

Private Label Staff

Service Delivery Manager at Managed Services Provider ensuring client satisfaction and service excellence for commercial clients. Leading teams and driving continuous improvement across service operations.

Posted 5/23/2026full-timeRemote • District of Columbia, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudCyber 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

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Private Label Staff Website LinkedIn All Job Openings 11 - 50 employees 🎯 Recruiter 👥 HR Tech 🌍 Social Impact Recruitment
HR Tech
Social Impact Private Label Staff (PLS) is a leading strategic recruitment partner headquartered in Ponte Vedra, FL. The company offers a range of recruitment services, acting as an embedded recruitment consultant and an extension of client teams. With a focus on providing elastic workforce solutions, PLS supports businesses of all sizes, including backing private equity ventures and Fortune 100 companies. The firm prioritizes building lasting client relationships, providing direct hire, executive search, talent acquisition consulting, temporary staffing, and contract-to-hire services. PLS is also committed to social impact initiatives, partnering with One Tree Planted for reforestation efforts and 'Step It Forward' for employee wellness and charitable contributions. The company's innovative approach to recruitment emphasizes authenticity, agility, and results, supported by robust cybersecurity measures to protect client and candidate data. Service Delivery Manager Job not on LinkedIn 🔥 4 minutes ago 🏛️ District of Columbia, Washington – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
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
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Hard Skills & Tools

Service DeliveryAccount ManagementIT OperationsManaged ServicesIT InfrastructureCloud ServicesNetworkingSupport OperationsProcess ImprovementsOperational Efficiencies

Soft Skills

CommunicationOrganizationProblem-SolvingClient Relationship ManagementExecutive-Level CommunicationMulti-Client ManagementPrioritizationLeadershipTeam ManagementClient Satisfaction

Certifications

ITIL CertificationService Management Experience