Service Delivery Operations Manager

Turner Teleco is a managed service provider (MSP) hiring a Service Delivery Operations Manager — the person who owns how things get done. The role sits at the intersection of project delivery and operational systems, owning two things at once: the structured execution of discrete projects, and the living systems that govern how recurring work flows through the organization.

This role is primarily internal. The most important work happens inside the organization — designing and enforcing the workflows, documentation systems, and project structures that make service delivery consistent and defensible. Client-facing responsibilities exist and matter, but they support the internal function rather than lead it.

You won't own the hands-on technical execution — you'll own the framework that holds it together. Reports to the IT Service & Support Manager.

• Project intake & scoping. Own how new projects are defined, scoped, and formally initiated — every project enters the system with clear objectives, stakeholders, timelines, and deliverables before technical work begins.
• Milestone tracking & accountability. Maintain visibility into active project status across all engagements, and hold technical staff accountable to deliverable deadlines within scope — as the owner of the work product and timeline, not as a manager of people.
• Client project communication. Own the structured update layer between internal project activity and the client, so clients always know where their projects stand without engineers having to author those communications from scratch.
• Project closure & documentation. Close every project with complete documentation — what was done, what changed, and what the client now needs to know operationally — feeding the client's living record and ongoing support work.

• Account management intake workflow. Design and enforce the formal, written process by which all account changes — additions, removals, modifications — flow through a documented intake system. Eliminate verbal handoffs between the business team and IT, and build the structure that makes the correct process automatic and auditable.
• Client onboarding framework. Design and maintain the onboarding experience for new clients, from signed contract through full operational handoff — the checklist, communication sequence, and documentation that make every onboarding consistent and confidence-building.
• Device & operational intelligence reporting. Turn raw inventory data — agent check-ins, OS versions, multi-site device lists — into proactive, scheduled reporting that surfaces upgrade priorities and technology roadmap inputs before they become reactive problems.

• As familiarity with the team and clients develops, serve as an escalation resource for situations — client communications that need careful framing, process disputes that need a credible mediator, and project moments where clear thinking and strong communication prevent escalation to leadership. This function expands as trust is established on both sides.

• Demonstrated project lifecycle ownership — you can run a project end to end without being told what comes next.
• Excellent written and executive communication; you translate technical work into clear, client-ready language.
• Strong process and systems thinking — you spot operational gaps and build the workflow that closes them.
• Meticulous documentation habits and genuine attention to detail.
• Comfort operating inside a technical / MSP environment.

• Background spanning some mix of software engineering, technical support, product operations, or technical account management.
• Familiarity with MSP tooling — PSA/RMM platforms, Microsoft 365 administration, and endpoint/security reporting.
• Stakeholder, community, or client-relationship management experience.

You'll succeed in this role if you enjoy bringing order to ambiguity, designing systems that scale, and helping talented technical people do their best work through better processes rather than more meetings.