Account / Service Delivery Manager (Lead Engineer)

The Account/Service Delivery Manager will oversee service delivery operations, ensuring high-quality IT support and SLA compliance for Assabet Valley Collaborative. This role acts as the primary point of contact and leads technical teams.Key ResponsibilitiesManage service delivery aligned with SLAs and KPIsServe as escalation point for technical and operational issuesCoordinate Tier 1-3 support and engineering teamsOversee reporting on system performance, uptime, and incidentsLead continuous service improvement initiativesManage client relationships and stakeholder communicationsEnsure proper documentation, ticketing, and reporting processesSupport project delivery and infrastructure upgradesRequired Qualifications7+ years in IT service delivery or operations managementExperience managing managed services or MSP environmentsStrong knowledge of ITIL processesProven leadership and client-facing experienceExperience with ticketing systems and monitoring toolsImportant NoticeThis role is part of a proposal for Assabet Valley Collaborative. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.