Service Delivery Manager

GSD is seeking an experienced Service Delivery Manager to lead and manage all technology operations for our growing Managed Service Provider (MSP). This role is responsible for strategic planning, service delivery, client satisfaction, and team leadership. The ideal candidate will have a strong background in IT infrastructure, cybersecurity, cloud solutions, and MSP operations, combined with excellent leadership and business acumen.

Key Responsibilities

• Develop and execute IT strategy aligned with company goals and client needs.
• Identify emerging technologies and recommend adoption to improve service offerings.
• Oversee day-to-day MSP operations, ensuring SLAs and KPIs are met.
• Manage IT projects including migrations, upgrades, and deployments.
• Ensure compliance with industry standards and security best practices.
• Act as a technical advisor for key clients, providing guidance on IT roadmaps.
• Support sales team with technical expertise during client proposals and onboarding.
• Lead and mentor a team of IT engineers and support staff.
• Create Documentation an ensure that team members are documenting
• Manage resource allocation, training, and performance reviews.
• Develop and manage IT budgets, forecasting, and cost optimization.
• Negotiate with vendors for hardware, software, and service contracts.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
• 7+ years of IT experience, with at least 3 years in a leadership role within an MSP
• IT infrastructure experience, within an MSP or multi-client environment.
• Proven expertise in Hyper-V server builds and migrations.
• Strong hands-on experience with Meraki and Ubiquiti networking solutions.
• Demonstrated success in VoIP migration projects.
• Solid knowledge of Windows Server, Active Directory, and Microsoft 365.
• Experience with disaster recovery and business continuity planning.
• Ability to juggle multiple projects while maintaining a sense of urgency and deadline discipline.
• Exceptional communication skills with a client-first mindset.
• Strong knowledge of networking (LAN/WAN, firewalls, VPNs), cloud platforms (Microsoft 365, Azure, AWS), cybersecurity frameworks, and virtualization solutions.
• Excellent communication, leadership, and client-facing skills.
• IT certifications (e.g., CISSP, PMP, ITIL, Microsoft, Cisco) are a plus.