Service Delivery Manager

Employer: An MSP company located in Las Vegas, Nevada Work Set up: Remote Working Schedule: Pacific Standard Time Salary: Php 110,000 - Php 137,500 Benefits: 13th Month Pay HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) Personal Time Off (After a 90-day probationary period) Position Overview We are seeking an experienced Service Delivery Manager to serve as the operational hub of our lean IT services company. This role will coordinate all technical team activities, optimize our Thread AI automation system, and ensure exceptional client service delivery while removing tactical coordination from executive leadership. Why This Role Matters You\'ll be building the operational backbone that allows our technical team to focus on execution while enabling strategic leadership to drive company growth. This isn’t just coordination; you are architecting scalable processes that will support our growth from 12 to 20 employees. Key Responsibilities Technical Team Coordination & HR Management Resource Allocation: Balance technical team workload between incident response and project delivery Project P&L Ownership: Own budget tracking, cost management, and profitability analysis for assigned projects Performance Management: Conduct technical team performance reviews and manage day-to-day employee relations Team Development: Handle technical team conflict resolution, professional development planning, and coaching Quality Assurance: Ensure all technical work meets company standards before client delivery Escalation Management: Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type On-Call Coordination: Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents) Thread AI, Mission Control & PSA Optimization AI System Management: Partner with IT Technicians to optimize Thread AI chat system and routing logic Mission Control Integration: Drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team) Documentation Standards Ownership: Establish and enforce client documentation standards for Mission Control routing eligibility HaloPSA Administration Coordination: Work with DevOps team on PSA system optimization, workflow automation, and integration enhancements Process Automation: Develop intelligent routing criteria based on complexity and documentation status with DevOps team Quality Monitoring: Coordinate with DevOps team to build HaloPSA dashboards for routing accuracy and performance analytics Future AI Integration: Test and implement Thread\'s upcoming Dispatch Agent when released Client Interface & Financial Management Project Communication: Provide regular status updates to Strategic Accounts Director Financial Coordination: Interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management Timeline Management: Coordinate project schedules with equipment procurement and resource availability Issue Resolution: Handle technical coordination during incidents while account team manages client relationship Scoping Support: Provide technical input for quotes to achieve 24-48 hour response time (down from 14 days) Budget Management: Track project costs, approve scope changes, and escalate major budget variances to CTO Client Documentation: Ensure client environment documentation supports Mission Control routing and service delivery excellence Process Development & Team Integration Workflow Documentation: Create and maintain standard operating procedures for technical processes and escalation paths Performance Metrics: Coordinate with DevOps team on implementing tracking systems for key performance indicators Continuous Improvement: Identify bottlenecks and implement process optimizations across service delivery operations DevOps Integration: Coordinate with DevOps team on technical escalations, security issues, and advanced tool support Patrick Backup Training: Train Patrick as backup service coordinator for basic operational continuity Cross-Team Collaboration: Ensure seamless integration between technical team, DevOps specialists, and Mission Control operations Required Qualifications Essential Experience Technical & Management Background: 3+ years in IT services with team management experience and project P&L responsibility Team Management: Experience managing technical support operations, performance reviews, and employee development Project Financial Management: Proven track record of budget tracking, cost management, and project profitability analysis Process Optimization: Experience implementing operational improvements, workflow automation, and quality systems Client Interface: Professional communication skills for client-facing technical coordination and project management Technical Competencies IT Services Knowledge: Understanding of managed services operations, ticketing systems, and service delivery Microsoft Ecosystem: Familiarity with Microsoft 365, Azure, Active Directory, and business applications Automation Tools: Experience with AI chatbots, workflow automation, PSA systems, or process optimization tools Documentation: Strong technical writing skills for procedures, standards, and client communication Metrics & Reporting: Ability to track performance and generate meaningful operational reports Critical Soft Skills Leadership: Ability to coordinate team activities without micromanaging Communication: Clear, professional communication with technical teams and account management Problem Solving: Analytical approach to operational challenges and process improvements Adaptability: Comfortable working in a fast-paced, growing company environment Cultural Fit: Aligns with company values of innovation, trust, and proactive excellence Preferred Qualifications Experience in MSP (Managed Service Provider) or IT consulting environment Background with AI chatbot systems, PSA administration, or intelligent automation platforms Familiarity with outsourced support operations or vendor management Experience with Philippines-based or international team coordination Project management certification (PMP, Agile, etc.) #J-18808-Ljbffr