Service Delivery Manager MSP

Service Delivery Manager MSP

Are you ready to lead a dynamic team and drive exceptional IT service delivery? Join an employee-owned organization that puts people first. As a Service Delivery Manager, you'll oversee the delivery of IT services to ensure client satisfaction, operational excellence, and strategic alignment. This is your chance to be part of a collaborative, growth-oriented culture where your leadership will make a lasting impact.

Location: McHenry, IL Salary: $100,000 $130,000

Key Responsibilities:

• Serve as the primary point of contact for service-related matters, building trusted relationships with clients.
• Conduct regular client check-ins, service reviews, and proactive communications to ensure satisfaction.
• Resolve escalated service issues promptly while managing client expectations effectively.

Service Delivery Oversight

• Monitor and ensure SLA compliance using tools like Autotask.
• Analyze and report on service metrics, focusing on continuous improvement.
• Collaborate with vCIOs to align service delivery with client strategies and IT roadmaps.

Team Leadership

• Lead and support Service Desk and Field Teams, providing resources, training, and guidance.
• Manage resource allocation to meet client needs and performance goals.
• Conduct performance reviews and foster professional development for team members.

Process Optimization and Quality Assurance

• Identify and implement process improvements for service efficiency and consistency.
• Ensure client-facing communications and documentation meet quality standards.
• Conduct audits and compliance checks to maintain high service excellence.

Strategic Planning and Risk Management

• Perform risk assessments, develop mitigation strategies, and address potential disruptions proactively.
• Use service data and client feedback to provide insights and recommendations to leadership.
• Collaborate with internal teams to align strategies, resources, and priorities.

Requirements

• 5-10 years of experience in IT service delivery or a related field.
• Proven leadership and team management skills with a focus on accountability and process adherence.
• Ability to align operational execution with strategic goals.
• Exceptional communication and problem-solving skills.
• Local candidates preferred for optimal collaboration.

What We Offer

• Company-paid health, AD&D, LTD & STD insurance from Day 1.
• Unlimited PTO, annual vacation bonus, and a quarterly bonus program.
• Become a stakeholder with a vested interest in shared success.
• Educational assistance and professional development opportunities.
• 401(k) with match, travel reimbursement, and a supportive team culture.

Be part of an organization that values its employees and provides opportunities for growth and ownership. As a Service Delivery Manager, you'll play a pivotal role in shaping client success and operational excellence.