Service Delivery Manager (Managed Service Provider)

We are a growth-focused Managed Service Provider delivering enterprise-level IT solutions to SMBs across schools, healthcare, manufacturing, finance, nonprofit, and distribution. This is a hybrid WFH role with no requirement to go into an office. This is not a maintenance role. This is a build-and-elevate role.We are seeking a Service Delivery Manager who can audit current operations, strengthen SLAs and KPIs, build a service roadmap, and lead a 10-person technical team through the next stage of scale. You must bring strong MSP operations experience paired with hands-on technical credibility.What You Will Own• Oversee day-to-day service delivery and ensure SLAs and KPIs are consistently met• Audit existing processes and implement operational improvements• Build and execute a scalable service roadmap• Lead and mentor engineers while reinforcing accountability and documentation standards• Manage infrastructure projects including migrations, upgrades, and deployments• Serve as a technical advisor for key client stakeholders• Support sales efforts with technical validation during proposals and onboarding• Drive compliance, cybersecurity best practices, and operational discipline• Manage vendor relationships, budgeting, and resource planningWhat You Bring• 7+ years of IT experience with 3+ years in MSP leadership• Strong multi-client infrastructure background• Hands-on experience with Windows Server, Microsoft 365, virtualization, and networking• Experience with Hyper-V builds, Meraki, Ubiquiti, and VoIP migrations• Knowledge of cloud platforms including Azure and AWS• Strong understanding of SLAs, KPIs, and service operations• Ability to balance leadership, technical depth, and client-facing communication• Certifications such as Microsoft, Cisco/Meraki, PMP, ITIL, or CISSP are a plusBenefits• Medical, dental, vision, and life insurance• Quarterly Bonus ($10k - $15k annually)• Short-term and long-term disability• 401k• Paid vacation and PTO• Paid holidays including extended holiday schedules