Service Delivery Manager

Role overview

Key responsibilities

• Supervise staff, oversee hiring, training, coaching, performance evaluations, scheduling, assignments, and cross-training.
• Own ticket intake, triage, prioritization, dispatch, escalation, and resolution across clients.
• Lead outage and incident response, coordinate bridge calls and technical resources, communicate status, and respond after hours as required.
• Conduct root cause analysis and apply findings to prevent recurrence.
• Manage SLA performance, prepare service reports, and drive continuous improvement.
• Act as primary client contact, lead service reviews, and build long-term relationships.
• Oversee technician coverage and service quality across sites.
• Coordinate with networking, systems administration, property operations, technical teams, and vendors.
• Resolve software and system issues, document incidents, and deliver client and team training.

What you'll need

• Bachelor's degree preferred with 3–5 years of relevant experience; equivalent education and experience may be considered.
• ITIL certification or equivalent is highly desired.
• Experience in managed services supporting multiple clients, and hands-on experience with multiple ticketing platforms.
• Experience establishing and operating a call center for requests, incident response, and after-hours coverage.
• Ability to manage SLAs, produce data-driven reports, and work with incident, outage, root cause, and change management processes.
• Strong leadership, organization, client-facing communication, technical translation, and escalation-management skills.

Additional preferred experience

• Experience with staffing, selection, training, coaching, mentoring, performance assessment, and retention is preferred.
• Experience in operational technology, building systems, or commercial real estate is preferred.
• Familiarity with monitoring and alerting tools is preferred.

Schedule

• Must be willing to respond to incidents and work outside regular business hours on an ad hoc basis as service demands require.

Compensation

• Salary range is $110,000–$120,000 annually; the posting also provides equivalent hourly figures of $52.89–$57.70.