Service Delivery

IT Service Delivery Manager

Lead day-to-day service delivery for a portfolio of managed services clients, ensuring SLA compliance, client satisfaction, and operational excellence.

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Remote / Hybrid

Full-time

5-7 years

$95,000 - $130,000

About the role

You’ll own the operational relationship with your assigned clients, ensuring SLAs are met and escalations are resolved quickly. Your typical day includes service reviews, coordinating with infrastructure and security teams on tickets, and identifying ways to expand services—all while keeping clients informed and confident in AdVran’s delivery.

What you'll do

Manage service delivery for assigned client accounts, serving as the primary operational contact
Monitor SLA performance and drive continuous improvement in service quality
Coordinate across infrastructure, security, and help desk teams to resolve escalations
Conduct regular service reviews with clients and present operational reports
Identify opportunities to expand services and improve client outcomes
Manage onboarding of new clients through the delivery lifecycle

What we're looking for

5+ years in IT service management, MSP operations, or IT leadership
Experience with ITIL frameworks and ticketing systems (ConnectWise, Autotask, or similar)
Strong client relationship management and communication skills
Understanding of managed security services, compliance, and cloud infrastructure
ITIL certification preferred