Job Description

Position Overview:

We are seeking a proactive and organized

IT Service Delivery Manager

to lead our team of IT Systems Administrators in delivering high-quality managed IT services. The ideal candidate will have strong leadership skills, a solid technical background, and experience managing IT service operations. This individual will ensure that projects and service requests are executed efficiently, changes are implemented safely, and client satisfaction remains consistently high.

The Service Delivery Manager must possess sufficient technical knowledge to effectively guide and challenge the team in deriving the best technical solutions for clients. A non-technical manager could easily be misled by workload perceptions, resulting in delays or ineffective prioritization. Therefore, the right candidate will not only oversee but also understand the work being done -- able to coach, evaluate, and occasionally step in hands-on when the team is fully occupied.

This role will also be responsible for defining, implementing, and maintaining the operational and security standards that the IT team follows -- such as data sharing practices, access management procedures, and overall compliance with security best practices. By maintaining these standards, the manager ensures consistency, reliability, and compliance across all client environments.

Key Responsibilities:

Team & Project Management:

Lead and mentor a team of IT Systems Administrators to ensure both daily support tickets and longer-term project deliverables are consistently completed on schedule. Translate larger project goals into achievable daily action steps, maintaining project momentum even during high-volume support periods. Monitor workload balance, pacing, and task prioritization across the team to ensure efficiency and prevent bottlenecks. Track performance metrics (SLA adherence, project timelines, client satisfaction) and implement process improvements as needed. Step in when necessary to provide technical assistance or problem-solving guidance when the team is at full capacity.

Service Delivery Oversight:

Oversee the end-to-end delivery of IT services to clients, ensuring quality, reliability, and alignment with service standards. Manage change control processes -- ensuring proposed technical changes are reviewed, tested, and deployed with minimal disruption to client environments. Establish and maintain IT operational standards, including password and access policies, secure data handling, and proper documentation practices, ensuring alignment with industry compliance frameworks. Maintain and enforce documentation standards so that procedures, configurations, and deployment steps are always recorded and accessible to the team. Continuously review service delivery operations to identify and correct inefficiencies, risks, or recurring issues.

Client & Relationship Management:

Support team members in client-facing interactions to ensure a consistent, professional, and empathetic approach when resolving issues. Step in as an escalation point for sensitive or dissatisfied clients, working to restore confidence through proactive communication and resolution. Ensure that technical service delivery aligns with client expectations -- focusing not only on resolving the issue but also on the experience the client receives throughout the process. Build long-term trust by promoting clear communication, transparency, and responsiveness in all client engagements.

Operational Excellence:

Oversee the implementation of best practices for incident, problem, and change management following ITIL principles and SOC2 standards. Define and maintain IT standards and policies to ensure the team operates in a consistent, secure, and compliant manner across all client environments. Coordinate with leadership on resource planning, service performance reporting, and continuous improvement initiatives. Ensure all services and solutions are delivered securely and in compliance with organizational standards and client policies.

Qualifications:

5+ years of experience in IT service delivery or systems administration, including 2+ years in a leadership or supervisory role. Strong technical background in IT infrastructure, including Microsoft 365, Windows Server, virtualization (VMware/Hyper-V), and networking. Ability to guide the team on deriving best-fit technical solutions and to verify task completion based on technical understanding. Experience with ITSM tools, SLA tracking, and ticket workflow management. Demonstrated ability to coach and motivate technical staff while maintaining accountability and positive team culture. Excellent communication, organization, and prioritization skills -- capable of balancing multiple projects and client needs simultaneously. Strong customer service mindset with the ability to handle escalations and build client trust. ITIL certification or equivalent experience in structured service management processes is an asset.

Key Competencies:

Leadership and team coordination under pressure. Technical depth to make informed service decisions and validate team actions. Strategic thinking with hands-on problem-solving ability. Clear and empathetic communication with both clients and internal teams. Process-driven approach with attention to detail and documentation discipline. Commitment to maintaining IT security and compliance standards. Adaptability and continuous improvement mindset.
Job Type: Full-time

Pay: $4,200.00-$4,800.00 per month

Benefits:

Company events Dental care Extended health care On-site parking Paid time off
Application question(s):

Do you drive and have access to your own vehicle? This is a requirement for the position.
Work Location: In person