Service Delivery Manager

About the role

The Service Delivery Manager is accountable for the day‑to‑day performance and client experience of an assigned service delivery team within our Managed Services organization. This role focuses on outcomes, ensuring issues are prioritized, recurring problems are resolved permanently, and clients receive proactive communication.

Key responsibilities

• Own the overall service experience and operational performance for assigned clients and teams.
• Prioritize issues based on business impact, urgency, security risk, and client expectations.
• Maintain visibility into escalations, aging work, stalled tickets, and recurring issues.
• Provide timely, accurate, and proactive communication to clients during significant service incidents.
• Identify broader technical or service problems from individual tickets and drive appropriate responses.
• Partner with Client Success and vCIO teams on service concerns, risks, and next steps.
• Monitor daily ticket activity, ensuring tickets progress appropriately and meet service expectations.
• Ensure technicians meet documentation, communication, and troubleshooting standards.
• Coordinate resources across internal teams to resolve complex issues without unnecessary handoffs.
• Drive problem management and continuous improvement initiatives.

Required profile

• Strong operational discipline with a focus on service outcomes.
• Technical awareness across engineering, cybersecurity, field services, and voice solutions.
• Leadership ability to hold technicians accountable and guide teams.
• Urgency and proactive communication skills.
• Capability to identify patterns and prevent larger client‑impacting problems.

Required skills