Information Technology Service Delivery Manager

Regional Service Delivery & Client Success Manager

Job Description

The Regional Service Delivery & Client Success Manager ensures the delivery of technology services, both remotely and onsite, that contribute to client technology adoption, utilization, availability, and strategic goals while meeting contractual requirements and organizational standards.

This is a multifaceted role combining hands-on technical support, client relationship management, operational leadership, and team development responsibilities.

Client Management & Service Delivery

• Serve as the primary operational owner and escalation point for assigned managed services clients, ensuring timely resolution of incidents, service requests, and critical support issues.
• Build and maintain strong client relationships through regular communication, onsite visits, service reviews, technical account analysis, and identification of current and future business needs.
• Ensure service delivery meets contractual obligations, service level agreements (SLAs), and client expectations while balancing support costs and resource utilization.
• Monitor service desk performance, ticket queues, and escalation workflows to ensure efficient ticket resolution and high levels of customer satisfaction.
• Communicate and follow up with clients regarding service performance, opportunities for improvement, and ongoing technical initiatives.

Leadership & Team Development

• Lead, mentor, coach, and develop technical support personnel, including hiring, onboarding, performance management, and continuous skills development.
• Coordinate field service activities, helpdesk scheduling, and resource allocation to ensure adequate client coverage and operational efficiency.
• Foster a culture of accountability, professionalism, customer service excellence, and technical competency through leadership and example.
• Provide guidance and oversight to technical staff during client engagements, escalations, projects, and onsite service delivery.

Operations & Continuous Improvement

• Develop, implement, and continuously improve service delivery frameworks, support processes, workflows, and operational standards.
• Establish and maintain best practices for technical support, documentation, knowledge management, quality assurance, and service consistency.
• Monitor operational performance metrics and recommend process, technology, and staffing improvements to increase efficiency and service quality.
• Ensure client documentation, knowledge base articles, and technical procedures remain current, accurate, and easily accessible to support personnel.
• Oversee change management activities, system modifications, technical implementations, and post-completion validation to ensure successful outcomes.

Technical Leadership & Escalation Support

• Provide advanced technical troubleshooting and escalation support directly or through internal staff, vendors, and external subject matter experts.
• Participate in complex technical projects, infrastructure improvements, and strategic client initiatives as assigned.
• Ensure technical work is completed to established standards through verification, quality control, and post-implementation review.
• Produce and maintain technical documentation, procedures, and instructional materials that support operational effectiveness and technician success.
• Maintain awareness of emerging technologies, software updates, security best practices, and operational risks to support informed decision-making and client success.

Preferred Qualifications & Professional Attributes

The ideal candidate will demonstrate the following qualifications and professional characteristics:

• High School Diploma.
• Post-secondary degree is preferred but not required.
• Experience troubleshooting technology issues using a structured and methodical approach, including familiarity with the OSI model and industry troubleshooting practices.
• Previous Managed Service Provider (MSP) experience preferred.
• Two or more years of experience supporting business technology environments.
• Strong organizational, prioritization, and time management skills with attention to detail.
• Ability to analyze problems, identify root causes, and develop practical, efficient solutions.
• Commitment to continuous learning, professional development, and process improvement.
• Strong verbal and written communication skills, including the ability to communicate effectively with technical and non-technical audiences.
• Ability to collaborate effectively with team members and seek assistance when appropriate to…