Service Delivery Manager

Service Delivery ManagerPosition OverviewWe are seeking an experienced and customer-focused Service Delivery Manager to oversee the delivery of managed services and ensure a high level of client satisfaction within the commercial industry. This individual will serve as the primary point of contact for clients, manage service performance, coordinate internal teams, and drive continuous improvement across service operations.The ideal candidate has experience working within a Managed Services Provider (MSP) environment, strong leadership skills, and a proven ability to manage client relationships while ensuring service excellence.Key ResponsibilitiesManage the overall delivery of managed services to commercial clientsServe as the primary point of contact for client escalations, service reviews, and operational communicationEnsure service level agreements (SLAs) and performance metrics are consistently achievedCoordinate with engineering, support, project management, and leadership teams to ensure successful service deliveryLead recurring client meetings, including business reviews and operational updatesMonitor ticket trends, client satisfaction, and service performance to identify areas for improvementDrive process improvements and operational efficiencies across service delivery functionsAssist with onboarding new clients and transitioning services into support operationsManage escalations and work proactively to resolve client concernsMaintain documentation related to client environments, processes, and service standardsSupport account growth by identifying opportunities for additional services and solutionsQualifications3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed ServicesExperience working within an MSP or IT services environmentStrong understanding of managed services, IT infrastructure, cloud services, networking, and support operationsProven ability to manage multiple clients and priorities in a fast-paced environmentExcellent communication, organization, and problem-solving skillsExperience managing client relationships and executive-level communicationFamiliarity with ticketing systems, SLAs, KPIs, and IT service management best practicesExperience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferredPreferred QualificationsITIL certification or service management experiencePrevious leadership or team management experienceTechnical background in infrastructure, cloud, cybersecurity, or networkingBachelor's degree in Information Technology, Business, or related field preferred