Service Delivery Manager - MSP

Ready to Lead, Inspire, and Make an Impact? Join Us at [Employer].

At [Employer], leadership isn’t about titles, it’s about impact. Since 2016, we’ve been redefining what it means to deliver IT services, with a focus on empowering people, solving problems, and creating a culture where both our clients and team members thrive.

Our customer satisfaction rating? A steady 97%. Our growth? Relentless, fueled by innovation and teamwork. Our culture? Transparent, collaborative, and committed to high performance.

Now, we’re looking for a Service Manager who can raise the bar even higher, someone who can inspire a team, guide our clients, and make sure every hour spent delivers real value.

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 wintogether.

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. [Employer] isn’t just a place to work, it’s a place to grow, lead, and thrive.

Originally posted on [Employer]