Service Delivery Manager

San Francisco, United States | Posted on 08/21/2026

GDI Infotech provides technology staffing and digital transformation solutions to MSPs, enterprise technology organizations, and institutions such as universities and government entities.

The Regional Service Delivery &Client Success Managerensuresthedeliveryoftechnologyservices ,bothremotelyandonsite,thatcontributetoclienttechnologyadoption,utilization,availability,andstrategicgoalswhilemeetingcontractualrequirementsandorganizationalstandards.

Thisisamultifacetedrolecombininghands-ontechnicalsupport,clientrelationshipmanagement,operational leadership,andteamdevelopmentresponsibilities.

• Serveastheprimaryoperationalownerandescalationpointforassignedmanagedservicesclients,ensuringtimelyresolutionofincidents,service requests,andcriticalsupportissues.
• Buildandmaintainstrongclientrelationshipsthroughregularcommunication,onsite visits,service reviews,technicalaccountanalysis,andidentificationofcurrentandfuturebusinessneeds.
• Ensureservicedeliverymeetscontractualobligations,servicelevelagreements(SLAs),andclientexpectationswhilebalancingsupportcostsandresourceutilization.
• Monitorservicedeskperformance,ticket queues,andescalationworkflowstoensureefficientticketresolutionandhighlevelsofcustomersatisfaction.
• Communicateandfollowupwithclientsregardingserviceperformance,opportunitiesforimprovement,andongoingtechnicalinitiatives.

• Lead,mentor,coach,anddeveloptechnicalsupportpersonnel,including hiring,onboarding,performance management,andcontinuousskillsdevelopment.
• Coordinatefieldserviceactivities,helpdeskscheduling,andresourceallocationtoensureadequateclientcoverageandoperationalefficiency.
• Fosteracultureofaccountability,professionalism,customerserviceexcellence,andtechnicalcompetencythroughleadershipandexample.
• Provideguidanceandoversighttotechnicalstaffduringclientengagements,escalations,projects,andonsiteservicedelivery.

• Develop,implement,andcontinuouslyimproveservicedeliveryframeworks,support processes,workflows,andoperationalstandards.
• Establishandmaintainbestpracticesfortechnicalsupport,documentation,knowledge management,quality assurance,andserviceconsistency.
• Monitoroperationalperformancemetricsandrecommendprocess,technology,andstaffingimprovementstoincreaseefficiencyandservicequality.
• Ensureclientdocumentation,knowledgebase articles,andtechnicalproceduresremaincurrent,accurate,andeasilyaccessibletosupportpersonnel.
• Overseechangemanagementactivities,system modifications,technical implementations,andpost-completionvalidationtoensuresuccessfuloutcomes.

• Provideadvancedtechnicaltroubleshootingandescalationsupportdirectlyorthroughinternalstaff,vendors,andexternalsubjectmatterexperts.
• Participateincomplextechnicalprojects,infrastructure improvements,andstrategicclientinitiativesasassigned.
• Ensuretechnicalworkiscompletedtoestablishedstandardsthroughverification,quality control,andpost-implementation review.
• Produceandmaintaintechnicaldocumentation,procedures,andinstructionalmaterialsthatsupportoperationaleffectivenessandtechniciansuccess.
• Maintainawarenessofemergingtechnologies,software updates,securitybestpractices,andoperationalriskstosupportinformeddecision-makingandclientsuccess.

Theidealcandidatewilldemonstratethefollowingqualificationsandprofessionalcharacteristics:

• High School Diploma .
• Post-secondarydegreeispreferredbutnotrequired.
• Experiencetroubleshootingtechnologyissuesusingastructuredandmethodicalapproach,includingfamiliaritywiththeOSImodelandindustrytroubleshootingpractices.
• Previous Managed Service Provider (MSP) experience preferred.
• Twoormoreyea…