Job Summary:
The Service Delivery Manager (SDM) has a critical role that sits at the heart of our operations and plays a pivotal part in the long-term success of the company. This role is designed for a seasoned MSP professional with a passion for execution, accountability, and high-quality service delivery across complex technical environments.
The SDM is responsible for overseeing and elevating service operations across all departments—acting as the central bridge between the executive leadership team and our frontline team leads. This person will oversee the performance, cohesion, and outcomes of the Service Desk, Field Technicians, Procurement, and Asset Administration teams, working in close collaboration with our project manager. Beyond departmental oversight, the SDM will serve as the operational glue, ensuring alignment and collaboration with administration and account management to deliver seamless service experiences to our clients.
The SDM will be expected to establish clarity, improve responsiveness, create accountability frameworks, and inspire a culture of excellence throughout the organization. By defining and enforcing key performance metrics, optimizing processes, and proactively removing obstacles, the SDM will ensure we deliver consistent, high-impact results that strengthen client relationships and internal operational effectiveness – all while serving as a trusted partner to senior technical staff, department leads, and executive leadership, guiding the day-to-day performance of our teams while helping shape the future of our service delivery model.
We’re seeking a resilient, growth-minded leader who thrives on challenges, values personal growth and continuous learning, and brings creativity and solution-orientation to a fast-paced, collaborative environment, driving strong teams and exceptional service delivery.
Key Responsibilities:
Strategic Partnership
o Serve as a key liaison between the executive team and service delivery departments, ensuring clear, timely, and actionable communication in both directions.
o Translate executive strategy into tactical operational plans with defined outcomes, accountability, and success measures.
o Shape the culture of service delivery with a focus on continuous improvement, proactive leadership, and customer satisfaction.
Operational Oversight
o Lead and manage all service delivery teams: Service Desk, Field Technicians, Procurement, and Asset Administration.
o Collaborate closely with the Project Manager to ensure seamless integration between service delivery and project execution, aligning resource planning, scheduling, client communications, and cross-functional initiatives to support both day-to-day operations and strategic project goals.
o Oversee the scheduling and execution of Service Desk field visits and installations, ensuring timely coordination, resource availability, and high-quality delivery that meets client expectations.
o Develop and maintain documentation and accountability for SOPs, escalation protocols, and role clarity for all service delivery functions.
o Own the successful delivery of services with a relentless focus on quality, timeliness, and client satisfaction.
Cross Department Collaboration
o Partner closely with administration on internal workflow coordination.
o Work with Account Managers to align service delivery with client contracts, SLAs, and business expectations.
o Facilitate cross-departmental syncs to increase transparency and reduce silos.
Performance & Metrics
o Define, implement, and track KPIs for all service delivery functions (ticket turnaround, Customer Satisfaction (CSAT), SLA adherence, utilization, etc.).
o Provide regular reporting to executive leadership with data-driven insights and recommendations.
Process Improvement
o Identify systemic inefficiencies, operational risks, or service delivery gaps and implement scalable solutions.
o Lead post-incident reviews and root-cause analysis to drive learning and prevent recurrence.
o Evaluate and implement new tools, platforms, or automation to enhance team performance and customer outcomes.
Team Leadership
o Represent company values and behaviors in all internal and client-facing interactions.
o Lead and document performance conversations and 1:1s for direct reports, fostering a high-performance environment with real-time feedback loops.
o Provide input on talent and succession planning.
o Foster a customer-first culture with an emphasis on communication, responsiveness, and value delivery.
o Recognize and celebrate team wins to build team spirit and maintain positive momentum.
Qualifications:
o 5+ years of experience in a Service Delivery or Operations Management role within a Managed Services Provider (MSP).
o Demonstrated experience managing technical teams, handling escalations, and improving customer satisfaction through operational excellence.
o Strong knowledge of ITSM frameworks, performance metrics, and client-facing service structures.
o Proficiency in PSA and RMM tools (e.g., HaloPSA, NinjaRMM, etc.).
Preferred Qualifications:
o Proven experience scaling service delivery operations in a rapidly growing or transformation-stage MSP environment.
o Formal certifications in ITIL, PMP, or other relevant operational frameworks.
o Demonstrated ability to lead through periods of change, reorganization, or turnaround, with measurable outcomes.
o Experience implementing or optimizing PSA/RMM platforms during a migration, integration, or digital transformation initiative.
o Familiarity with cybersecurity services, cloud technologies, or compliance-focused service delivery (e.g., HIPAA, SOC 2).
o Strong financial acumen with experience managing departmental budgets, forecasting resource
utilization, and contributing to profitability.
o Background in coaching or mentoring technical leaders and helping them transition into management roles.
o Experience working with distributed or hybrid technical teams across different time zones or geographic locations.
o Prior experience in dental MSP services is a bonus.
Compensation & Benefits:
We offer a comprehensive and competitive rewards package designed to support your well-being, growth, and
work-life balance:
o Base Salary: $95,000 – $135,000 annually, based on experience and qualifications.
o Health Coverage: 75% employer-paid medical premiums for employees and 50% for dependents.
o 100% Employer-Paid Dental & Vision Insurance (optional).
o Disability Coverage: Short- and long-term disability fully covered, providing up to 60% of salary.
o Life Insurance & Supplemental Options: Basic coverage with optional employee-paid enhancements.
o 401(k) Retirement Plan: Safe Harbor plan with up to 4% employer match (eligible after 6 months; enroll Jan 1 or July 1).
o Paid Time Off: 3 weeks of PTO annually to start, increasing to 4 weeks after 5 years of successful employment, plus 7 paid holidays including Christmas Eve.
o Hybrid Flexibility: Work from home up to 2 days a week after onboarding.
o Professional Development: Support for certifications, training, and continued learning opportunities
