Information Technology Service Delivery Manager

Information Technology Service Delivery Manager

This range is provided by Prestige Staffing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $90,000.00/yr

Position: IT Service Delivery Manager (Managed Services)

Location:
Smyrna, GA

Type:
Full-Time

Pay: $80,000 - $90,000 per year

The Service Delivery Manager is a key member of the Service Delivery Department Leadership team. Under the supervision of the Director of IT Operations, this role is responsible for managing a team of Systems Administrators, Systems Engineers, and Service Desk Lead(s).

The Service Delivery Manager ensures operational excellence across service delivery functions, drives continuous improvement, and fosters a high-performing team culture aligned with our core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives.

Duties and Responsibilities Department Leadership and Strategic Alignment

• Lead, mentor, and develop the Service Delivery team, fostering a culture of excellence, engagement, and accountability.
• Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.
• Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.
• Own and drive departmental Rocks (quarterly goals), ensuring progress and completion.
• Develop and implement service delivery strategies, policies, and procedures to optimize efficiency and client satisfaction.
• Oversee workflow management, SLA compliance, ticket assignment, and resource allocation.
• Analyze service metrics and KPIs, identify trends, and recommend improvements.

Operational Excellence and Quality Assurance

• Ensure consistent delivery of high-quality IT support and managed services.
• Monitor performance against service level targets and proactively address missed SLAs.
• Oversee incident, problem, and escalation management processes.
• Drive tactical and strategic resource planning for technicians and field support.
• Ensure compliance with company policies, procedures, and standards.
• Maintain and report on departmental scorecard metrics to ensure visibility and accountability.

Client Success and Relationship Management

• Build and maintain strong client relationships, acting as a senior point of contact for escalations and service reviews.
• Support client onboarding and ensure seamless transition into service delivery.
• Conduct regular client meetings, gather feedback, and drive continuous improvement.
• Communicate service issues, changes, and resolutions to clients in a timely and professional manner.

Team Development & Engagement

• Provide leadership, coaching, and performance management for the service delivery team.
• Coordinate training, certification planning, and professional development.
• Forecast hiring needs and participate in recruitment and onboarding.
• Promote team building and engagement activities in collaboration with the Office Manager.
• Ensure the team is aligned with company vision, values, and strategic goals through EOS tools and practices.

Knowledge, Skills, and Qualification Requirements

Understand and consistently act in accordance with the company core values.

• 4-year bachelor’s degree or equivalent professional experience.
• Minimum 3 years of experience managing or mentoring IT service delivery teams, preferably within an MSP environment.
• 5+ years of hands‑on IT service delivery experience.
• Strong leadership and communication skills with proven ability to develop high-performing teams.
• Demonstrated success implementing Microsoft technologies (Solutions Consultant, Project Management, Implementation Consultant).
• Professional Certifications, such as HDI, ITIL, SDI, PMI.
• Experience with Autotask, Datto RMM, and other key MSP platforms.
• Strong knowledge of IT applications, processes, software, and IT equipment.
• Exceptional interpersonal, communication and relationship building skills.
• Strong problem solving and conflict resolution skills.
• Ability to thrive in a fast-paced environment and meet deadlines.
• Excellent time management/organization skills with attention to detail and the ability to handle multiple tasks simultaneously.
• Experience with EOS or similar business operating systems preferred.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Information Technology

Industries

IT Services and IT Consulting

Medical insurance

Vision insurance

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