About the Role:

Working within a managed services (MSP) environment, you will own the day-to-day service relationship across multiple clients and properties. You will be accountable for the full service lifecycle, from tickets and escalations through to SLA performance and reporting, working closely with internal technical teams and external vendors to keep our clients' building technology running reliably.

What You'll Do:
• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Respond to and resolve technical and system issues within a variety of software packages. Resolve questions and problems within the department. Document issues, resolutions, or other actions using an incident management system.
• Communicate ongoing feedback on team, project, and department impact of projects. Present team and client facing training for system overviews, changes, and new system deliveries.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Own the full ticket lifecycle across multiple clients, from intake and triage through prioritization and resolution.
• Dispatch and assign technologists across project work, task work, changes, and tickets, matching the right resource to the right work while maintaining clear visibility of individual and team workloads to prevent bottlenecks and ensure balanced coverage.
• Lead outage and incident response, including coordinating and running bridge calls, mobilizing the right resources quickly, and communicating status to clients and stakeholders through to resolution.
• Respond to incidents beyond regular business hours as required, ensuring critical issues are managed with urgency regardless of timing.
• Conduct and apply root cause analysis (RCA) following incidents, tailoring the approach to the specific client environment and using findings to prevent recurrence.
• Act as the escalation point for service issues, coordinating resources and keeping clients informed through to resolution.
• Manage and report on SLA performance, producing clear service management reports and driving continual improvement.
• Serve as the primary client-facing contact for a portfolio of accounts, leading service reviews and building long-term relationships.
• Oversee technician performance to ensure consistent coverage and service quality across all sites.
• Collaborate across cross-functional teams, including networking, systems administration, and property operations, to deliver seamless service.

What You'll Need:
• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• ITIL certification (or equivalent) highly desired.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.
• Proven experience in a managed services (MSP) environment, supporting multiple clients simultaneously.
• Hands-on experience across multiple ticketing platforms (e.g., ServiceNow, Zendesk, Freshservice), including the design, implementation, and operationalization of these platforms across an organization.
• Proven experience establishing and operating a call center function supporting service requests, incident response, and after-hours coverage.
• Demonstrated ability to manage SLAs and produce data-driven service reporting.
• Familiarity with outage and incident management, including bridge call coordination and root cause analysis (RCA) processes.
• Working knowledge of industry-standard change management practices, including facilitating Change Advisory Board (CAB) meetings and leading the change process end to end.
• Experience working in cross-functional environments alongside networking, systems administration, and operations teams.
• Strong client-facing communication skills, including the ability to translate technical detail for non-technical stakeholders.
• Experience coordinating technical teams, dispatch, and vendor relationships.
• A curiosity for learning new systems and a drive to identify innovative approaches to service-related challenges.
• Willingness to respond to incidents and work outside regular business hours on an ad hoc basis as service demands require.
• A calm, organized approach to escalations, outages, and competing priorities.
• Experience in operational technology, building systems, or commercial real estate.
• Familiarity with monitoring and alerting tools.

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the Service Delivery Manager position is $110,000 annually [or $52.89 per hour] and the maximum salary for the Service Delivery Manager position is $120,000 annually [or $57.70 per hour]. The compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience.