Position Details

Salary $90K – $105K USD / year

Type Full-Time

Experience senior

Exp. Years 5+ years

Education Bachelor's Degree in Information Technology, Business Management, or a related field (or equivalent work experience)

Category IT Support & Helpdesk

About this role

Service Delivery Manager at an MSP responsible for end-to-end operational performance of a POD, including staff, service delivery workflows, and client relationships; accountable for CSI, SLAs, escalations, onboarding, and PSA hygiene.

Key Responsibilities

Own the client service experience: manage relationships and service quality for the POD
Monitor SLAs and KPIs; drive CSI
Lead incident escalation and cross-functional coordination
Directly manage POD tech support staff and performance
Build and maintain SOPs, escalation playbooks, and PSA hygiene

Technical Overview

Technical scope includes managed IT services across service desk, infrastructure, backup/DR, cloud, and cybersecurity; uses PSA and RMM tools; ITIL-based framework.

Ideal Candidate

The ideal candidate is a senior IT service manager with 5+ years in MSP/service delivery, strong ITIL knowledge, and proven ability to build playbooks and SOPs; experienced in managing teams and improving service quality; comfortable working in a remote MSP environment.

Must-Have Skills

Bachelor's Degree in Information TechnologyBusiness Managementor a related field (or equivalent work experience)5+ years in IT service managementservice deliveryor account management2+ years in a direct people management roleStrong understanding of ITIL framework and service management principlesExperience building and implementing service delivery frameworksSOPsor operational playbooks in an MSP environment

Nice-to-Have Skills

ITIL v4 Foundation (required or willingness to obtain within 6 months)PMPCSMor other project/service management certificationsTechnical certifications (CompTIAMicrosoftAWS)

Tools & Platforms

ConnectWiseKaseyaN-Able

Required Skills

ITILservice deliveryPSARMMConnectWiseKaseyaN-AbleSLA managementincident escalationproblem managementSOPsoperational playbooksleadershipclient communication

Hard Skills

ITILService DeskInfrastructure SupportBackup/Disaster RecoveryCloud ServicesCybersecurityPSA (ConnectWiseKaseyaN-Able)RMMSLA managementIncident escalationProblem management

Soft Skills

Excellent communicationInterpersonal skillsLeadershipOrganizationalProject managementClient-first attitudeCalm under pressureProactive problem solving

Certifications

Preferred

ITIL v4 FoundationPMPCSMCompTIAMicrosoftAWS

Industry & Role

Industry Consulting

Job Function Lead MSP service delivery operations to ensure high-quality IT services and client satisfaction

Role Subtype IT Support & Helpdesk

Tech Domains ITIL, Service Desk, Cloud Services, Cybersecurity, Remote Monitoring and Management, PSA, ConnectWise, Kaseya, N-Able, Backup/Disaster Recovery

Keywords for Your Resume

service delivery manageritilconnectwisekaseyan-ablermmpsaservice deskcloud servicescybersecuritysla managementincident escalationproblem managementstandard operating proceduressopmspsleadershipteam managementremoteit operationsit servicesITILService DeliveryPSARMMConnectWiseKaseyaN-AbleSLA managementIncident escalationProblem management

Deal Breakers

Lack of 5+ years ITSM experience, No direct people management experience, No MSP experience, No ITIL knowledge

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