Service Delivery Manager

ACS International Resources (ACS)/Inspirozisseekingadedicated,detail-oriented

Service Delivery Manager(SDM) to joinourservicedelivery management team.

AsanSDM, you will play a crucial role inleadingandensuring the successful delivery of our IT services to our schools and corporate clients.

Working under the supervision ofour

Director of Service Delivery, you will interact regularly with ourremote technical support team, on-site technicians,and variouskeyclient contacts.

This role requires travel within territory 35% of the time.

If you have a deep understanding of IT services, a passion for education and technology, and proven experience in client relationship management and team leadership,

ACS, parent to Inspiroz, has been providing IT services and consulting for 30 years with great success.

Principal offerings today includeprovidingstrategic advice, IT infrastructure services, and affordable,fully-staffed
24/7/365 IT support and remote monitoring services.

ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we created

Inspirozto fully focus our work on K-12 education.

Inspirozis unique in that we focus our work on charter schools, and we understand what is needed to create andmaintainan IT environment that allows teachers and leaders to drive student outcomes and operational excellence.

Inspired by our core values of:

Be Courageous,The Extra Mile, Today, Not Tomorrow,and Communicate, Communicate,Communicate we excel in serving our partners and adapting to their ever-changingtechnologyneeds.

• Client Relationship Management
• Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
• Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams.
• Serve as an escalation coordination point—understand issues, assign next steps, and ensuretimelyfollow-up and communication (not expected to personally resolve technical issues).
• Build andmaintainstrong relationships with client stakeholders and manage expectations effectively.
• Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations
• Team Management and Development
• Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites.
• Provide high-quality customer service and support through strong team coaching, accountability, and performance management.
• Conduct regular 1:1meetingsto review performance, priorities, and development plans; coach through technical, process, andpeoplechallenges.
• Conduct onsite observations and ride-alongsto assess team execution, professionalism, and technical competency.
• Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures.
• Use Connect Wise and reporting dashboards tomonitorticket flow, SLA adherence, workload, and service quality.
• Recognize positive behaviors and reinforce
  
  Inspirozculturecornerstones and professional standards.
• Participate in hiring decisions for STS/BTS as needed.
• Collaboration with Remote MST / Infrastructure / Projects Teams
• Actas the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams.
• Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work.
• Use tools such as Connect Wise, N-able,ITBoost, andBright
  
  Gaugeto track progress, performance, and outcomes.
• Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolve din a timely manner.
• Additional duties as required
• Coordinate and support project planning, scheduling, and execution with remote and onsite teams.
• Identify and implement practical operational improvements to enhance service delivery and team effectiveness.

Education:

The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications.

Experience:

The successful candidate should have at least5yearsofexperienceina client and team management  able todemonstrateexperience leading…