Job Description

Position: IT Service Delivery Manager (Managed Services)

Location: Smyrna, GA

Type: Full-Time

Pay: $80,000 - $90,000 per year

The Service Delivery Manager is a key member of the Service Delivery Department Leadership team. Under the supervision of the Director of IT Operations, this role is responsible for managing a team of Systems Administrators, Systems Engineers, and Service Desk Lead(s).

The Service Delivery Manager ensures operational excellence across service delivery functions, drives continuous improvement, and fosters a high-performing team culture aligned with our core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives.

Duties and Responsibilities:

Department Leadership and Strategic Alignment

• Lead, mentor, and develop the Service Delivery team, fostering a culture of excellence, engagement, and accountability.
• Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.
• Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.
• Own and drive departmental Rocks (quarterly goals), ensuring progress and completion.
• Develop and implement service delivery strategies, policies, and procedures to optimize efficiency and client satisfaction.
• Oversee workflow management, SLA compliance, ticket assignment, and resource allocation.
• Analyze service metrics and KPIs, identify trends, and recommend improvements.

Operational Excellence and Quality Assurance

• Ensure consistent delivery of high-quality IT support and managed services.
• Monitor performance against service level targets and proactively address missed SLAs.
• Oversee incident, problem, and escalation management processes.
• Drive tactical and strategic resource planning for technicians and field support.
• Ensure compliance with company policies, procedures, and standards.
• Maintain and report on departmental scorecard metrics to ensure visibility and accountability.

Client Success and Relationship Management

• Build and maintain strong client relationships, acting as a senior point of contact for escalations and service reviews.
• Support client onboarding and ensure seamless transition into service delivery.
• Conduct regular client meetings, gather feedback, and drive continuous improvement.
• Communicate service issues, changes, and resolutions to clients in a timely and professional manner.

Team Development & Engagement

• Provide leadership, coaching, and performance management for the service delivery team.
• Coordinate training, certification planning, and professional development.
• Forecast hiring needs and participate in recruitment and onboarding.
• Promote team building and engagement activities in collaboration with the Office Manager.
• Ensure the team is aligned with company vision, values, and strategic goals through EOS tools and practices.

Knowledge, Skills, and Qualification Requirements:

Understand and consistently act in accordance with the company core values.

• 4-year bachelors degree or equivalent professional experience.
• Minimum 3 years of experience managing or mentoring IT service delivery teams, preferably within an MSP environment.
• 5+ years of hands-on IT service delivery experience.
• Strong leadership and communication skills with proven ability to develop high-performing teams.
• Demonstrated success implementing Microsoft technologies (Solutions Consultant, Project Management, Implementation Consultant).
• Project Management experience preferred.
• Professional Certifications, such as HDI, ITIL, SDI, PMI
• Experience with Autotask, Datto RMM, and other key MSP platforms.
• Strong knowledge of IT applications, processes, software, and IT equipment.
• Exceptional interpersonal, communication and relationship building skills.
• Strong problem solving and conflict resolution skills.
• Ability to thrive in a fast-paced environment and meet deadlines.
• Excellent time management/organization skills with attention to detail and the ability to handle multiple tasks simultaneously.
• Experience with EOS or similar business operating systems preferred.

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