The Service Delivery Manager owns day-to-day operations of the Co-Managed Services help desk, responsible for the execution and delivery of our managed IT services. This role brings the structure and discipline of a mature managed services operation to a book of work that varies significantly by client, engagement type, and technical environment. The Service Delivery Manager is the internal escalation point for delivery, scope, and client-relationship issues, and owns the scope discipline that keeps contracted work profitable.

This role is based locally in Columbia, MD, with hybrid flexibility.

Work you'll do

• Own the day-to-day operational health of the co-managed help desk: ticket flow, assignment, queue aging, backlog, and SLA compliance across the service lead team
• Make the in-scope/out-of-scope/escalate call on tickets directly, using the four-tier framework (Standard, Conditional, Out of Scope, Always Project/Add-On)
• Serve as the internal escalation point for delivery, scope, and client-relationship issues
• Directly manage the pod leads, including coaching, workload balancing, and career
• Indirectly manage all helpdesk staff and tech pools including assisting pod leads where necessary for coaching and development of all staff
• Drive practical AI adoption inside the help desk: AI-assisted ticket response drafting, trend and root-cause analysis, and generation of client-facing support documentation
• Build and maintain SLA and delivery performance reporting used in client business reviews and internal leadership reporting
• Manage and coach the team through new client onboarding and delivery of services into new environments
• Participate in quarterly business reviews, presenting performance and scope trends, and surface expansion opportunities

Qualifications

• 8-10 years of experience in managed services, help desk, or a fast-paced, ticket-driven support environment, including direct people management
• Strong Microsoft 365 skillset: administration, Entra ID/conditional access, and the licensing and security posture decisions that come with running M365 at scale
• Demonstrable experience owning support for a multitenant environment or a large single organization, with direct accountability for uptime, security posture, and support quality
• Experience running a help desk or delivery operation against a documented SLA framework and contracted scope
• Genuine commitment to customer service and a track record of leading teams in a fast-paced environment
• Excellent communication skills, with the ability to engage in client-facing escalation and strategy discussions

Preferred Skills & Certifications

• Bachelor's Degree in an IT/Computer Science focused path
• Experience with HaloPSA or other category leading MSP PSA platforms, or demonstrated ability to quickly learn and implement help desk systems and platforms
• ITIL Foundation, PMP, or similar service-delivery/process certification
• Microsoft 365 certifications at the administrator level (Modern Desktop Administrator Associate, Security/Compliance/Identity Fundamentals); architect-level certifications not required for this role
• Familiarity with Microsoft CSP/NCE licensing mechanics and how licensing decisions affect client billing exposure

Growth & Development Expectations

The Service Delivery Manager is expected to pursue relevant service-delivery and Microsoft 365 certifications, contribute recommendations to the help desk's operating model and roadmap, and continuously improve processes that enhance service delivery and client satisfaction.

Salary & BenefitsThe expected annual base salary for this position is $135,000-$155,000. Salary offers are made based on a variety of candidate specific factors such as candidate's skills, performance, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, you'll be rewarded for your contributions to our success through a generous performance-based bonus plan.

As a 100% employee-owned firm, SC&H offers the unique benefit of real equity ownership for every colleague with at least 1 year of service. Watch your stake grow as your tenure increases and the firm achieves success. We also offer a comprehensive health plan with multiple options to suit your needs, at least 4 weeks of paid time off, 8 firm-paid holidays, 401k with employer match, and an annual firm trip for you and a guest to an all-inclusive tropical location.