Service Delivery Manager

Service Delivery Manager

Greater Los Angeles/Ventura/Camarillo area

Company is looking for an experienced Service Delivery Manager to own the day-to-day service quality our Managed Services clients receive across the greater Los Angeles area. You will be responsible for our customer’s service delivery experience, and empowered to work cross-functionally within our organization to resolve any service quality issues our customers experience. You will lead a team of nine engineers working both remotely and in the field, keeping them focused, growing, and passionate about their work. We're looking for someone who has done this before, who takes ownership without being asked, asks good questions, and has a genuine passion for customer service and being of service to his fellow employees.

Key Responsibilities:

• Own client escalations. Be the point person when a client has a service-related issue. Take ownership from first contact through resolution, keep the client informed, and follow through until they're satisfied.
• Resolve issues across Company. Work with the service desk, professional services, onboarding, account management, and other teams to get problems solved, even when the fix sits outside your own team.
• Prevent repeat problems. Find the root cause of service failures and recurring issues, and drive the process, documentation, training, or tooling changes needed so they don't come back.
• Manage day-to-day service quality. Monitor ticket queues, SLA performance, ticket aging, and client feedback so you catch problems early, and step in before small issues become escalations.
• Lead a remote and field team. Manage, schedule, and support engineers working remotely and on-site at client locations. Set clear expectations, balance workloads, and make sure the right engineer is on the right problem.
• Mentor and grow your engineers. Hold regular one-on-ones, coach on technical and client-facing skills, and conduct performance reviews. Recognize good work, make time for learning and certification, and build a team that takes pride in what it does.
• Use data to drive decisions. Track and act on service metrics such as SLA attainment, first-contact resolution, reopen rates, CSAT, and utilization. Report on trends and recommend improvements to leadership.
• Maintain strong client relationships. Conduct regular in-person and remote service meetings with clients, review service performance with them, and address concerns directly.
• Raise the bar on documentation. Keep SOPs, knowledge base articles, and ticket notes accurate and in use.

Who You Are:

• An owner. When something goes wrong for a client, you treat it as your problem to solve. You close loops, keep commitments, and hold yourself and your team to a high standard.
• Curious. You ask why. You aren't satisfied with closing the ticket until you understand what caused the problem, and you encourage your team to think the same way.
• Data-driven. You make decisions on evidence, not anecdote. You know how to pull the reports you need from a PSA and use what you find to spot trends and make the case for change.
• A mentor. You give direct, caring feedback and enjoy helping engineers grow. People who've worked for you got better at their jobs.
• Steady under pressure. You stay calm and clear during outages and difficult client conversations.

Qualifications:

• 5+ years of experience in IT service delivery, including at least 3 years as a Service Delivery Manager, Service Manager, or similar role in a managed services provider (MSP) environment.
• Proven experience owning client escalations and working cross-functionally to resolve service issues.
• Experience managing and mentoring engineers, including remote and field-based staff.
• Track record of improving measurable service outcomes such as SLA attainment, CSAT, or ticket backlog.
• Strong technical foundation in Microsoft 365, Entra ID/Azure, Windows Server, networking, endpoint security, and backup and recovery, enough to coach engineers and judge the quality of technical work.
• Hands-on experience with an MSP PSA and RMM platform, and strong reporting and analysis skills (Excel, Power BI, or similar).
• Working knowledge of ITIL or other IT service management frameworks.
• Excellent written and verbal communication, and comfort handling difficult client conversations.
• Bachelor's degree in information technology, computer science, business, or a related field, or equivalent experience.
• Currently reside in/near the Los Angeles/Ventura/Camarillo, CA area.

Preferred Skills:

• Advanced experience with ConnectWise PSA and ConnectWise Automate, including workflow, dispatch, and report configuration.
• ITIL 4 certification or HDI Support Center Manager certification.
• Familiarity with security incident response and compliance-driven environments (for example, HIPAA or CMMC).
• Familiarity with the greater Los Angeles area and willingness to travel to client sites as needed (

Compensation:

• Salary Range: $90K - $130K
• 401K with company match.
• Health insurance and applicable company benefits.

Company is a recognized leader in outsourced IT services to small and midsize businesses nationwide. We achieve our award-winning results by recruiting and retaining a world-class team, adhering to best-practices, delivering services consistently, and maintaining best-in-class technology partnerships. Our customers work with us because we offer high-quality, consistent service, which we're able to deliver by working only with managed clients. We prize both teamwork and individual accountability. Hard work is rewarded and is balanced with personal time. We are committed to growth through aggressive sales and marketing and to longevity through sound fiscal management. Come join our growing team in a fun and dynamic work environment. We offer excellent opportunities for professional development.