Service Delivery Manager - MSP Operations

Recruiter Summary of Position:

• Job Title: Service Delivery Manager
• Location: Carmel, Indiana (Hybrid/On-site). Up to 25% travel.
• Required Technical Skills: Microsoft 365, Azure, Windows Server, Active Directory, ITIL, PSA/RMM tools, and MSP experience.
• Preferred Technical Skills: Autotask, ConnectWise, or TigerPaw.
• Employee Value Proposition: This role is for a strategic leader who will serve as a key point of contact for clients. They will build strong client relationships, oversee project delivery, and lead a technical team, all while working with cutting-edge Microsoft technologies.

Service Delivery Manager

Imagine stepping into a role where you are the trusted bridge between technical expertise and client success. As the Service Delivery Manager, you will be the force behind making sure our IT services don't just work—they excel. You’ll spend your days engaging directly with clients, understanding their needs, and translating them into actionable plans for your team of technicians and engineers. This isn't just about managing tickets; it's about leading a team to deliver exceptional service, solving complex problems, and being the go-to person who ensures our clients feel supported and confident in their IT strategy.

What’s In It For You?

• Lead a High-Impact Team: Step into a true leadership position where you'll mentor, guide, and empower a team of talented engineers and technicians. You'll be the one to clear the path and set them up for success.
• Be a Client Champion: Forge strong, lasting relationships with clients as their primary point of contact. You will have a direct hand in their success by serving as a trusted advisor, not just a service provider.
• Influence Strategy: Work directly with the vCIO to help shape clients' IT strategies, budgets, and long-term goals. You'll be part of the big picture, turning plans into reality.

The Work You Will Do

• Own the Service Lifecycle: Oversee end-to-end IT service delivery, ensuring we meet and exceed service level agreements (SLAs) and continuously improve our processes.
• Strategic Problem Solving: Act as the Major Incident Commander for high-priority events, coordinating the response team and delivering clear, timely root-cause analyses to clients.
• Manage & Mentor: Provide guidance and direction to your team, resolving technical issues and ensuring an efficient workflow. You'll use your skills to help them grow and succeed.
• Drive Improvement: Monitor key service metrics and push for continuous improvement, holding the delivery team accountable for quality communication and accuracy.
• Project Leadership: Manage projects from start to finish, from setting timelines and budgets to coordinating resources and reporting progress to clients and senior management.
• Ensure Compliance: Work with your team to ensure all technologies comply with regulations and security policies, proactively identifying and mitigating potential risks.
• Use Data to Make Decisions: Prepare and present regular reports on service performance and client satisfaction to senior management, using data to inform recommendations.

What You Bring to the Table

• At least 3 years of proven experience in a service delivery or project management role, preferably within a managed IT services environment.
• A solid understanding of ITIL principles and service management frameworks.
• Strong experience in client relationship management and leading teams.
• Excellent verbal and written communication, conflict-resolution, and teamwork skills. You know how to manage diverse teams and foster collaboration.
• Demonstrated ability to use a Professional Services Automation (PSA) system for workflows, scheduling, and ticketing. Experience with AutoTask, Connectwise, or TigerPaw is a plus.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.

This is a hybrid position based in our Carmel, IN office, with the ability to travel up to 25% of the time.

Does this sound like the next step in your career?

*** By applying for this job, you agree that we can text you (standard rates apply). ***