Manager of Service Delivery

Job Title: MSP Service Delivery Manager

Job Title:  MSP Service Delivery Manager
Location: Remote / Hybrid (U.S.-based preferred)
Employment Type: Full-Time
Salary: $90K
Reports To: Director of Operations / CTO
Job #: 7370

Position Overview

We are seeking an experienced MSP Service Delivery Manager to lead client-facing IT service operations within a Microsoft- and Cisco-centric managed services environment. This individual will own service performance, client satisfaction, SLA adherence, escalation management, and continuous improvement initiatives across infrastructure, cloud, networking, and security services.

This role requires both operational leadership and strong technical fluency in the Microsoft ecosystem and Cisco networking stack. The ideal candidate has prior MSP experience managing multiple client environments and understands the economics, tooling, and performance metrics of recurring IT services.

Core Responsibilities

1. Service Delivery & Operations Management

• Own end-to-end service delivery for managed clients

• Ensure SLA compliance, ticket resolution performance, and KPI attainment

• Lead daily/weekly service review meetings

• Manage escalations and major incident response

• Oversee change management and problem management processes

• Coordinate onboarding and offboarding of managed service clients

2. Microsoft Environment Oversight

• Provide leadership oversight across Microsoft-based infrastructures, including:

  • Microsoft 365 (M365)

  • Azure IaaS / PaaS

  • Entra ID (Azure AD)

  • Intune / Endpoint Manager

  • Exchange Online

  • SharePoint / OneDrive

  • Microsoft Defender

  • Windows Server (2016/2019/2022)

• Ensure proper tenant configuration, security baselines, and policy governance

• Guide cloud migrations and hybrid deployments

• Monitor backup, disaster recovery, and business continuity strategies

3. Cisco Network Oversight

• Oversee client environments leveraging:

  • Cisco Meraki (MX, MS, MR)

  • Cisco Catalyst switching

  • Cisco ASA / Firepower

  • VPN and SD-WAN deployments

• Validate network architecture standards

• Ensure performance, segmentation, and security best practices

• Lead remediation efforts for outages or performance degradation

4. Client Relationship Management

• Serve as primary operational point of contact for assigned accounts

• Conduct Quarterly Business Reviews (QBRs)

• Translate technical findings into business-level reporting

• Align service delivery with client business objectives

• Identify upsell and cross-sell opportunities in collaboration with sales

5. Team Leadership

• Manage service desk and infrastructure engineers

• Conduct performance reviews and mentoring

• Implement ITIL-aligned service processes

• Promote accountability, documentation discipline, and root cause analysis

6. Metrics & Continuous Improvement

• Track and report on:

  • SLA compliance

  • First response time

  • MTTR

  • Client satisfaction (CSAT)

  • Ticket backlog trends

• Improve automation through RMM/PSA tools

• Optimize cost-to-serve and service margin performance

Required Qualifications

• 5+ years in MSP service delivery or technical operations leadership

• 8+ years in IT infrastructure and networking environments

• Strong knowledge of:

  • Microsoft 365 & Azure

  • Windows Server & Active Directory

  • Cisco networking (Meraki and Catalyst preferred)

• Experience managing multi-client IT portfolios

• Familiarity with RMM and PSA platforms (e.g., ConnectWise, Autotask, Kaseya)

• Understanding of cybersecurity best practices within Microsoft and Cisco environments

• Strong documentation and process orientation

• Excellent client-facing communication skills

Preferred Certifications

• Microsoft Certifications (e.g., AZ-104, MS-102, SC-300)

• Cisco Certifications (CCNA, CCNP)

• ITIL Foundation or higher

• CompTIA Security+

Key Competencies

• Operational accountability

• Technical depth with managerial perspective

• Escalation management

• Structured problem-solving

• Financial awareness in recurring revenue models

• Ability to manage competing priorities across multiple clients

Performance Indicators

Success in this role will be measured by:

• 95%+ SLA compliance

• Reduced ticket backlog trends

• High client retention and CSAT scores

• Improved service gross margin

• Reduced repeat incidents through root cause elimination