Service Delivery Manager (MSP) - Bowman Williams : Job Details

We are a leading Managed IT Services Provider dedicated to delivering innovative and reliable IT solutions and services to our clients. Our team is committed to excellence and customer satisfaction, ensuring that our clients' IT infrastructure is robust, secure, and efficient. We are an employee-owned company mean that you'll be a stakeholder with increasing shares that come with your tenure.

As the Service Delivery Manager, you will be the cornerstone of our client success and operational excellence. You'll oversee the delivery of IT services to ensure that client needs are not only met but exceeded. You will lead with strategy, manage with precision, and foster client relationships that inspire trust and loyalty.

Key Responsibilities and Requirements :

• 5+ years of experience in IT Service Delivery
• At least 1 year of IT Management experience within a MSP
• Act as the primary point of contact for service-related matters, building strong, trusted relationships with clients.
• Conduct regular client check-ins, service reviews, and proactive communication to ensure client satisfaction.
• Resolve escalated service issues promptly while managing expectations effectively.
• Service Delivery Oversight
• Monitor and ensure compliance with SLAs using tools like Autotask.
• Regularly review and report service metrics to leadership, focusing on areas for improvement and excellence.
• Collaborate with vCIO to align service delivery with client strategies and IT roadmaps.

Team Leadership:

• Lead and support the Service Desk and Field Teams, ensuring they have the resources, training, and guidance to excel.
• Allocate resources effectively to meet client needs and performance targets.
• Conduct performance reviews, provide coaching, and facilitate professional development for team members.
• Process Optimization and Quality Assurance
• Identify and implement process improvements for efficiency and consistency in service delivery.
• Ensure all client-facing communications and documentation meet company quality standards

Benefits:

• 100% company paid Health, Dental, Vision, and Life Insurance
• LTD and STD Insurance
• Employee-Ownership
• Unlimited PTO
• 401(k) with company match
• Quarterly Bonus Program
• Certification Reimbursement
• Paid Training