Service Delivery Manager; MSP

We are a growth-focused Managed Service Provider delivering enterprise-level IT solutions to SMBs across healthcare, manufacturing, finance, nonprofit, and distribution. With a new downtown Chicago office opening in the Loop and aggressive expansion underway, we are investing heavily in operational maturity and leadership.

This is not a maintenance role. This is a build-and-elevate role.

We are seeking a Service Delivery Manager who can audit current operations, strengthen SLAs and KPIs, build a service roadmap, and lead a 10-person technical team through the next stage of scale. You must bring strong MSP operations experience paired with hands‑on technical credibility.

• Oversee day‑to‑day service delivery and ensure SLAs and KPIs are consistently met
• Audit existing processes and implement operational improvements
• Build and execute a scalable service roadmap
• Lead and mentor engineers while reinforcing accountability and documentation standards
• Manage infrastructure projects including migrations, upgrades, and deployments
• Serve as a technical advisor for key client stakeholders
• Support sales efforts with technical validation during proposals and onboarding
• Drive compliance, cybersecurity best practices, and operational discipline
• Manage vendor relationships, budgeting, and resource planning

• 7+ years of IT experience with 3+ years in MSP leadership
• Hands‑on experience with Windows Server, Microsoft 365, virtualization, and networking
• Experience with Hyper‑V builds, Meraki, Ubiquiti, and VoIP migrations
• Knowledge of cloud platforms including Azure and AWS
• Strong understanding of SLAs, KPIs, and service operations
• Ability to balance leadership, technical depth, and client‑facing communication
• Certifications such as Microsoft, Cisco/Meraki, PMP, ITIL, or CISSP are a plus
• Medical, dental, vision, and life insurance
• Short‑term and long‑term disability
• Paid vacation and PTO
• Paid holidays including extended holiday schedules