Responsibilities

The Service Delivery Manager is responsible for the daily operational leadership of Velocity1's centralized client support functions, ensuring that service delivery is consistent, predictable, and aligned with client expectations. This role owns the performance of the service desk, including ticket flow management, escalation discipline, SLA adherence, quality assurance, and technician accountability. The Service Delivery Manager establishes structure around dispatch processes, backlog management, and cross-tier coordination, ensuring the right resources are applied at the right time.

In addition to operational oversight, this role provides direct people leadership to the service team, fostering a culture of professionalism, accountability, and support. The Service Delivery Manager conducts regular 1:1 coaching sessions, leads weekly team meetings, implements technician scorecards, and reinforces documentation and communication standards. They are responsible for creating a stable and positive team environment, improving engagement and retention, and ensuring that technicians are both technically effective and client-focused in every interaction.

The role also owns service performance reporting and continuous improvement initiatives. This includes developing and maintaining dashboards for key service metrics, leading root-cause reviews for recurring issues, improving ticket quality through QA processes, and collaborating with account management to ensure service outcomes support long-term client relationships. While the Service Delivery Manager does not own projects or professional services, they coordinate closely with engineering and project resources to ensure seamless transitions and minimal disruption to ongoing support operations.

Goals

The primary goal of the Service Delivery Manager is to create a scalable, high-performing service organization that delivers consistent client experiences while reducing operational friction. In the first 90 days, success will be measured by the implementation of structured service rhythms, technician scorecards, and a defined QA process, along with improved visibility into key service metrics.

Within six months, the role should demonstrate measurable improvements in SLA adherence, reduction in ticket reopen rates, improved escalation discipline, and enhanced team engagement. The Service Delivery Manager should also reduce the reactive operational burden currently carried by executive leadership, allowing strategic focus to shift toward growth and client development initiatives.

Long term, the goal of the position is to establish a predictable, metrics-driven service engine that supports Velocity1's growth objectives, strengthens client retention, and reinforces the company's reputation for reliable, human-centered IT support. The Service Delivery Manager ensures that service execution consistently reflects the company's commitment to excellence, professionalism, and trust.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Conduct 1-1 meetings with service desk resources to ensure alignment across all areas of service delivery, including key metrics, KPIs, team culture, and client-focused behavior.
• Lead and refine Service Delivery meetings, increasing the value of said meetings.
• Suggest operational improvements to either process, people, or toolsets.
• Maintain, monitor, and deliver reports to Velocity1 leadership on key metrics, KPIs, and other service delivery performances.
• Work with engineering and professional services teams to coordinate resource availability and "smart hands" tasks.
• Perform and refine service delivery quality assurance processes.
• Build and maintain performance scorecards for both individual and team-wide performance across a variety of metrics.

Supervisory Responsibility

Initially, the Service Delivery Manager will be responsible for 10 service desk individuals, with the possibility of more as growth dictates.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

Lifting and moving up to 60 pounds.

Position Type/Expected Hours of Work

Full time, M-F 8:00-5:00, with potential after-hours availability as need dictates.

Travel

10-25% travel as needed to branch offices

Required Education and Experience

At least five years of MSP experience, at least three years of operational and team leadership.

Preferred Education and Experience

Ten years of MSP experience, at least three years of operational and team leadership.

Work Authorization/Security Clearance (if applicable)

Must be a US Citizen (required)

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.