Service Delivery Manager - MSP

Position: Service Manager Location: Remote Department: Service Delivery What You'll Do As Service Manager, you'll be the heartbeat of our operations, keeping the team focused, clients happy, and performance on track. You'll: • Act as an escalation point for critical client issues, owning communication and resolution. • Manage scheduling, workload, and utilization to make sure every hour counts. • Review and manage service backlogs, keeping priorities clear and moving. • Track key metrics, spot trends, and proactively improve performance. • Mentor and motivate your team through one-on-ones, coaching, and clear feedback. • Handle employee reviews, hiring, and staff development. • Take ownership of major incidents, leading coordination and stakeholder communication. • Collaborate across departments to maximize client satisfaction and operational efficiency. • Lead by example, upholding accountability, morale, and excellent customer service. What You Bring We're looking for someone who's not just a manager, but a leader with vision, grit, and a people-first approach. You'll bring: • 5+ years of technical IT experience. • 3+ years in management or leadership roles. • Hands-on expertise with Windows Server, Active Directory, Microsoft 365, Firewalls, VPNs, Routing/Switching, Virtualization, and LAN/WAN. • Strong background in IT service delivery, incident/problem/change management, and client relationship building. • ITIL knowledge (V3/V4 Foundation strongly preferred). • Excellent communication skills, you can build trust, present clearly to leadership, and defuse tough situations with calm confidence. • A proven track record of meeting KPIs and driving team performance. Why You'll Love It Here • A culture where leadership is about coaching, not micromanaging. • Real influence on strategy, performance, and customer success. • Tools, training, and processes that evolve with the industry. • A company that rewards initiative, values growth, and supports your leadership journey. • A team that listens, learns, and collaborates to win together. If you're ready to step into a role where your leadership directly shapes client outcomes and team growth, then this might be your next big move. Let's talk.