IT Service Delivery Manager

Our company provides public sector software solutions in the Pacific Northwest including a full spectrum MSP offering. The IT Service Delivery Manager leads this business unit and the team to provide an exceptional client experience. This requires building, leading & growing the team that includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers, Support Staff along with Contractors and Vendors. The Manager plays a pivotal role in leading the service delivery and support efforts with profit and loss responsibilities supported by the senior executives. Our aggressive M&A efforts is rapidly expand the business into new regions creating a dynamic and growing opportunity. 

Responsibilities & Tasks 

Customer Management 

• Provide a point of contact for non-technical issues & escalations for our clients 

• Liaise with Clients to make sure that they are meeting their expectation and our team and solutions are running smoothly and suitable for their current & future needs 

• Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.) 

Development/use of our PSA 

• Use our PSA to manage and monitor all Client-facing activity 

• Develop and use the platform to introduce new processes when required 

• Introduce/Expand automation of business processes where possible 

• Reporting of KPIs and other relevant data 

Development/use of our RMM 

• Review RMM policies to ensure adequate patching & monitoring are implemented 

• Schedule and oversee updates and upgrades to RMM 

Introduce New Products and Services 

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients 

• Manage and oversee rollout of new technologies/services across the customer base  

• Evaluate and manage needs on a per customer basis 

• Manage retirement of obsolete technologies/services when required 

• Analyse business impact when adding or removing technologies 

• Advising clients in using technology, especially cloud to meet their business needs 

Communication, Reporting & Risk 

• Identify, Communicate and Mitigate potential risks to the Company and Clients 

• Create and be accountable to regular reporting to the Leadership Team  

• Ensure root cause analysis & remediation is continually happening for both technical and business incidents to avoid them happening in the future 

• Manage client expectations to ensure that the Team can deliver on what is promised 

Teamwork 

• Lead, Manage & Mentor the Service Delivery Team. This includes hiring, managing and (hopefully never) terminating team members 

• Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team 

• Identify each team members strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive 

• Creating, managing & improving training plans for all team members 

• Coordinate, schedule and staff the service team to high utilization 

• Support the team and clients with any unusual/high-level issues that arise 

• Review and approve timesheets & expense reports 

• Ensure standard operating procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our clients 

Numbers And Metrics 

• Creating, managing & improving both Individual & team KPIs and performance metrics  

• Identify & lead initiatives to Improve on all KPIs & performance metrics 

• Accountable to KPIs & metrics that will include NPS, team efficiency, agreement gross margins & team engagement as well as intangible metrics that align with things such as our company core values 

Skills And Attributes 

Desired 

• Great communications skills, founded in being a good listener 

• IT literate Advanced user level, understanding desktops, mobile, virtualization, networking and cloud technologies. 

• Management & leadership experience of an IT service team 

• A deep desire to deliver an amazing client experience 

• The ability to speak both geek and human 

• The ability to keep up with & adapt to the fast-paced IT world 

Nice To Have 

• Experience using a ticketing system / RMM tool and PSA software 

• Skills in strategic & resource planning with an ability to think and plan ahead 

• Experience handling technical service tickets 

• Experience and knowledge of working with the Microsoft SQL Server, Windows, Microsoft 365, Azure Platforms 

• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. 

• Client experience certifications such as Helpdesk Habits etc. 

• Experience working for a Managed Service Provider (MSP) or IT Support Business.  

Career Growth 

Through our parent company M&A activities our IT services MSP/ MSSP business is growing opening new markets throughout the country. This position will rapidly evolve into a senior leadership position managing regional teams and growing with us.