Service Delivery Manager

Service Delivery Manager

Final date to receive applications: 30 October 2026

Department: Service Desk

Employment Type: Full Time

Location: Louisiana

Reporting To: Lauren Rogers

The Service Delivery Manager is responsible for the day-to-day performance, accountability, and client experience of an assigned service delivery team and client portfolio within our Managed Services organization.

This role owns service outcomes— not simply ticket activity. The Service Delivery Manager is expected to ensure issues are properly prioritized, recurring problems are identified and permanently addressed, service commitments are met, technicians are held accountable to expectations, and clients receive consistent, proactive communication.

The Service Delivery Manager serves as the operational owner of the client experience within Service Delivery and works closely with Engineering, Cybersecurity, Field Services, Voice, Client Success, vCIO, Projects, and other internal teams to ensure client issues move forward without unnecessary handoffs, delays, or gaps in ownership.

Success in this role requires strong operational discipline, technical awareness, leadership, urgency, and the ability to identify patterns before they become larger client-impacting problems.

• Own the overall service experience and operational performance of assigned clients and service teams.
• Ensure issues are prioritized based on business impact, urgency, security risk, affected users, and client expectations.
• Maintain visibility into escalations, aging work, stalled tickets, recurring issues, and other conditions that could negatively impact the client experience.
• Ensure clients receive timely, accurate, and proactive communication throughout significant service issues.
• Recognize when individual tickets represent a broader technical or service problem and drive the appropriate response.
• Ensure client concerns, declining sentiment, repeat complaints, and service risks are identified and addressed before they become larger relationship issues.
• Partner with Client Success and vCIO teams on significant service concerns, recurring technical issues, risks, and recommended next steps.

• Maintain daily oversight of service activity and ensure tickets are progressing appropriately.
• Monitor aging tickets, excessive labor, stalled work, repeat incidents, high-impact issues, escalations, and tickets approaching or exceeding service expectations.
• Ensure every significant issue has clear ownership, next steps, appropriate follow‑up, and a path to resolution.
• Ensure technicians consistently meet expectations for ticket documentation, communication, time entry, troubleshooting, escalation, and end‑user confirmation.
• Ensure escalations contain sufficient troubleshooting, documentation, and business context before engaging higher‑level resources.
• Prevent tickets from stalling because of internal handoffs or unclear ownership.
• Coordinate resources across teams when an issue requires additional expertise.

• Build a culture of ownership where employees are expected to solve problems rather than simply process tickets.
• Proactively identify recurring incidents, service trends, environmental weaknesses, and systemic problems.
• Ensure repeat issues move into root‑cause or problem‑management workflows rather than continuing to receive temporary fixes.
• Coordinate with Engineering, Cybersecurity, Central Services, vendors, and other resources to determine root cause and corrective action.
• Track identified problems through resolution and verify agreed‑upon corrective actions are completed.
• Use service trends to identify opportunities for standardization, automation, documentation, training, or infrastructure improvement.
• Escalate issues requiring larger technical, architectural, project, budget, or business decisions to the appropriate teams.

• Lead, coach, develop, and hold accountable assigned service delivery employees.
• Set clear expectations for ownership, responsiveness, productivity, technical troubleshooting,…