Service Delivery Manager

Key Responsibilities

• Drive the implementation of the

  Managed Services strategy and vision

  , ensuring alignment with business objectives.
• Oversee and monitor

  Service Level Agreements (SLAs)

  , ensuring consistent, high-quality delivery to clients.
• Act as the primary

  escalation point

  for service issues, ensuring swift resolution and customer satisfaction.
• Lead and mentor the Managed Services Support team, fostering a culture of excellence, ownership, and continuous improvement.
• Collaborate with cross-functional teams (Operations, Sales, and Account Management) to strengthen service offerings and support new business opportunities.
• Monitor service delivery KPIs, prepare regular client health/status reports, and drive corrective actions where required.
• Ensure adherence to

  Service Management processes

  , SOPs, and best practices.
• Track account profitability by monitoring labor, overheads, and contract performance.
• Work with Sales and Account teams to

  refine Managed Services offerings

  and support the success of new accounts.
• Contribute to hiring, onboarding, and performance management of technical team members.
• Prepare and present monthly

  Availability & Service Reports

  to clients and internal leadership.
• Support pricing of new client requests and contribute to continuous process optimization.

Qualifications & Experience

• 3 5 years of experience in a

  Service Delivery Management

  or equivalent client-facing role.
• Strong background with a

  Managed Services Provider (MSP) or Cloud Services Provider (CSP)

  .
• Proven experience in managing SLAs, escalations, and client relationships.
• Hands-on experience with

  ConnectWise PSA

  (preferred).
• Broad technical knowledge across

  IT infrastructure, cloud, and managed services ecosystems

  .

Skills & Attributes

• Strong analytical, problem-solving, and decision-making skills.
• Excellent interpersonal, communication, and presentation abilities.
• Professional, diplomatic, and customer-focused approach.
• Ability to thrive in a

  fast-paced, multi-tasking environment

  .
• Forward-thinking, energetic, and adaptable to change.