Senior Service Delivery Manager

About This Role

Lead high-quality IT managed services, ensuring adherence to SLAs and service quality standards. Oversee end-to-end delivery of managed IT services, serving as the primary point of contact for client escalations. Lead and manage geographically distributed technical teams, providing hands-on technical support and driving continuous service improvement initiatives.

Responsibilities

• Oversee end-to-end delivery of managed IT services, ensuring adherence to SLAs, contractual obligations, and service quality standards
• Serve as the primary point of contact for client escalations, driving resolution, solutioning, and overall client satisfaction
• Lead and manage geographically distributed technical teams, including direct oversight of Leads and indirect oversight of 18–80 IT Specialists and Sys/Network Admins
• Provide hands-on technical support during complex system and network escalations, leveraging expertise in Azure, O365, and Cisco technologies
• Drive continuous service improvement initiatives, risk reduction, and operational enhancements across service delivery functions
• Manage project-related activities for assigned clients, including planning, coordination, and oversight of IT initiatives and migrations (especially Azure-related)

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience)
• 7-10+ years of IT service delivery, MSP operations, or technical leadership experience
• Strong hands‑on Azure expertise, including migrations, storage, virtual machines, and backup management
• Proven MSP background with the ability to lead escalations across systems, O365, and Cisco network environments

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)
• 7–10+ years of IT service delivery, MSP operations, or technical leadership experience

Skills

* Required skills

Benefits