Service Delivery Manager

Company: Simplify IT A-Z

Location: Phoenix, Arizona (Hybrid / In-Office as required)

Reports To: Director of Operations / Leadership Team

Role Summary:

The Service Delivery Manager (SDM) owns the day-to-day execution of IT service delivery, ensuring clients receive consistent, high-quality support while internal teams operate efficiently and with accountability. This role bridges technology, people, and process, operating within an EOS® environment to drive clarity, traction, and continuous improvement.

The ideal candidate is technically fluent, operationally disciplined, and leads with a servant-leader mindset; someone who can see when things arent working, fix the system, and support the team in doing their best work.

Key Responsibilities:

Service Delivery & Operations

• Own daily service delivery across all clients, ensuring SLAs/SLOs are met or exceeded.
• Manage service workflows and ticket lifecycle using Halo PSA, ensuring accurate prioritization, escalation, and documentation.
• Leverage NinjaOne (NinjaRMM) for monitoring, alerting, patching, and proactive remediation.
• Identify recurring issues, trends, and risks; implement guardrails to prevent repeat incidents.
• Ensure escalations are handled consistently and professionally, with clear communication to clients and leadership.

Process, Metrics & Continuous Improvement

• Operate service delivery within EOS®, aligning with:
• Rocks, scorecards, and Level 10 priorities
• Clear ownership and accountability
• Documented processes and IDS (Identify, Discuss, Solve)

Lead weekly escalation and service review discussions:

• What went wrong
• Why it happened
• What we will change so it doesnt happen again
• Track and improve KPIs including ticket volume, MTTR, SLA compliance, CSAT, and technician utilization.
• Ensure SOPs and knowledge base documentation are current, usable, and enforced.

Leadership & Team Development

• Lead, mentor, and develop service desk and technical staff through accountability, coaching, and support.
• Promote a culture of ownership: say it, do it, own it.
• Lead by example: be present, reliable, and willing to jump into tickets when needed.
• Balance trust and verify—empowering the team while ensuring standards are met.
• Foster open, blame-free conversations focused on learning and improvement.

Client Experience & Communication

• Act as an escalation point for service delivery issues, ensuring timely resolution and clear communication.
• Build trust with clients by aligning service delivery to business outcomes.
• Participate in service reviews and internal planning to ensure expectations are set and met.
• Proactively identify issues before customers feel them.

Required Qualifications

• 5+ years of experience in IT service delivery, service desk management, or MSP operations
• Strong working knowledge of:
• Halo PSA (ticketing, workflows, reporting)
• NinjaOne / NinjaRMM
• Proven ability to lead teams with accountability while maintaining morale and culture

• Technically fluent enough to assess service quality, escalation paths, and operational health
• Experience operating within structured frameworks (EOS®, ITIL, or similar)

Preferred Qualifications

• Experience scaling or managing growing service teams
• ITIL Foundation or equivalent service management certification
• MSP background supporting multiple clients and environments
• Familiarity with EOS roles, scorecards, and quarterly planning

What Success Looks Like

• Predictable, reliable service delivery with minimal repeat incidents
• High technician engagement and clear ownership across the team
• Consistent SLA performance and improving customer satisfaction
• Clear processes, clean data in Halo PSA, and proactive use of NinjaOne
• Leadership that inspires people to do the right thing—not because theyre forced to, but because they believe in it