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Mitigating Risks, Securing Futures
Service Delivery Manager
Location
United States
Posted
79 days ago
Salary
$90K - $105K / year
Seniority
Senior
Job Description
Service Delivery Manager
Harbor IT
• Own the client service experience: Manage the relationship and service quality for an assigned group of clients. • Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). • Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives. • Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily. • Support onboarding of new clients by coordinating service handover from projects to operational support. • Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations. • Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements. • Manage client communications during major incidents, planned maintenance, and other impactful events. • Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance. • Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD. • Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification. • Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.
Job Requirements
- Bachelor's Degree in Information Technology, Business Management, or a related field (or equivalent work experience).
- 5+ years in IT service management, service delivery, or account management, with at least 2 years in a direct people management role, preferably within an MSP environment.
- Strong understanding of ITIL framework and service management principles.
- Demonstrated track record of building and implementing service delivery frameworks, SOPs, or operational playbooks in an MSP environment — not just executing someone else’s.
- Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
- Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
- Ability to interpret technical information and explain it to non-technical stakeholders.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong organizational and project management abilities.
- Client-first attitude with a focus on building trust and long-term partnerships.
- High degree of self-direction: identifies problems, builds solutions, and leads implementation without waiting to be told.
Benefits
- Comprehensive benefits package including health, dental, and vision insurance.
- 401(k) retirement plan with company match
- Unlimited Paid time off and holidays
- Professional development opportunities
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