Key Facts

Remote From:

District of Columbia (USA) , Washington (USA)

Category: Service Delivery Manager

Full time

Mid-level (2-5 years)

English

Hard Skills

Service Management Managed Services KPI Management IT Service Management Microsoft Networking Operational Support And Analysis Account Management Escalation Management Process Improvement Operational Efficiency +9 more

Other Skills

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Communication
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Problem Solving
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Leadership
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Team Management
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Multitasking

Roles & Responsibilities

3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services
Experience working within an MSP or IT services environment
Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations
Proven ability to manage multiple clients and priorities in a fast-paced environment

Requirements:

Manage the overall delivery of managed services to commercial clients
Serve as the primary point of contact for client escalations, service reviews, and operational communication
Ensure service level agreements (SLAs) and performance metrics are consistently achieved
Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery

Private Label Staff

Human Resources, Staffing & Recruiting

About Private Label Staff

Our mission at Private Label is to provide businesses with recruitment partnerships that are custom-built, best-in-class, and all-encompassing. We are Talent Acquisition as a Service with a subscription-based model. Contact us today to learn more! We learn about your organization and goals, then ensure you meet them. Need to hire outside your companies geographic footprint? We’ve got you covered. Looking to scale back up? That’s our expertise. Some perks to working with us: • Reduced costs per hire and lower fixed recruitment costs • Reduced time to hire • Enhanced employer branding • Improved quality of hires and better staff retention • Consolidated processes, with relentlessly high standards maintained across the board • Ability to easily increase or reduce your recruitment activities as-needed, i.e., scalability. PLS is a strategic staffing partner offering the following services: Recruitment & Sourcing Support (part time & full time) Direct Hire Recruitment Recruitment Process Outsourcing Statement of Work What sets us apart? We work from the inside out. We elevate your brand and alleviate your workload. You only hire for what you need. Our experts are available hourly, part-time or full-time. Reach out to amanda@privatelabelstaff.com for a free consultation! We look forward to understanding and supporting your goals.

Company type: Startup

Industry: Human Resources, Staffing & Recruiting

Founded: 2018

Company size: 11 - 50

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Job description

Service Delivery Manager

Position Overview

We are seeking an experienced and customer-focused Service Delivery Manager to oversee the delivery of managed services and ensure a high level of client satisfaction within the commercial industry. This individual will serve as the primary point of contact for clients, manage service performance, coordinate internal teams, and drive continuous improvement across service operations.

The ideal candidate has experience working within a Managed Services Provider (MSP) environment, strong leadership skills, and a proven ability to manage client relationships while ensuring service excellence.

Key Responsibilities

Manage the overall delivery of managed services to commercial clients
Serve as the primary point of contact for client escalations, service reviews, and operational communication
Ensure service level agreements (SLAs) and performance metrics are consistently achieved
Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery
Lead recurring client meetings, including business reviews and operational updates
Monitor ticket trends, client satisfaction, and service performance to identify areas for improvement
Drive process improvements and operational efficiencies across service delivery functions
Assist with onboarding new clients and transitioning services into support operations
Manage escalations and work proactively to resolve client concerns
Maintain documentation related to client environments, processes, and service standards
Support account growth by identifying opportunities for additional services and solutions

Qualifications

3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services
Experience working within an MSP or IT services environment
Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations
Proven ability to manage multiple clients and priorities in a fast-paced environment
Excellent communication, organization, and problem-solving skills
Experience managing client relationships and executive-level communication
Familiarity with ticketing systems, SLAs, KPIs, and IT service management best practices
Experience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferred

Preferred Qualifications

ITIL certification or service management experience
Previous leadership or team management experience
Technical background in infrastructure, cloud, cybersecurity, or networking
Bachelor’s degree in Information Technology, Business, or related field preferred