Information Technology Service Delivery Manager
Information Technology Service Delivery Manager Get AI-powered advice on this job and more exclusive features. We’re a team of passionate business people and technologists focused on delivering the best-value solutions to our clients. As a full-service Managed Service Provider, we specialize in Cybersecurity, Technology Infrastructure, and Business Collaboration. Our mission is to help organizations of all sizes leverage technology to revolutionize how they serve their customers – turning IT from a limitation into a competitive advantage. We believe great IT strategy should drive outcomes, not just operations. From municipalities and libraries to manufacturers and small businesses, we help our clients operate securely, stay compliant, and grow confidently. What You’ll Do • Lead day-to-day service delivery operations, ensuring SLA and KPI targets are consistently met • Oversee managed and co-managed service teams to maintain performance, quality, and client satisfaction • Manage and optimize the PSA system (ConnectWise Manage or equivalent) – workflows, scheduling, and reporting • Partner with account management and technical leadership for smooth client handoffs and quarterly business reviews • Drive process improvement initiatives and document standard operating procedures • Coach and mentor delivery staff, promoting accountability and professional growth • Track delivery metrics (utilization, SLA adherence, profitability, customer health) and report outcomes to leadership • Collaborate with leadership to align delivery strategy with company growth goals • PMP certification (required) • Experience in a Managed Service Provider (MSP) environment • Hands‑on experience with ConnectWise Manage, Autotask, or another PSA system • Proven success leading technical teams and managing client delivery • Excellent communication and organizational skills • Strong analytical mindset and comfort with metrics‑driven performance management • U.S. citizenship required (due to client and compliance needs) • Self‑motivated, reliable, and comfortable in a remote‑first environment Bonus Points For • Familiarity with CMMC, NIST, SOC 2, or cybersecurity compliance frameworks • ITIL certification or working knowledge • Experience building scalable delivery processes in a growing MSP • Salary Range: $80,000 – $100,000 base + performance bonus • Fully remote within the U.S. • Flexible schedule and supportive team culture • Opportunity to shape and scale service delivery in a growing MSP How to Apply If you’ve managed MSP delivery, understand the ConnectWise ecosystem, and take pride in operational excellence – we want to meet you. Apply here on LinkedIn Expected hours: 40 per week • 401(k) • 401(k) matching • Health insurance • Paid time off • Vision insurance Schedule: • Monday to Friday Apply tot his job