Service Delivery Manager

Position Summary

We are looking for a Service Delivery Manager to lead our service desk team and ensure exceptional IT support and service delivery for our US-based clients. In this role, you'll combine people leadership, technical problem-solving, client relationship management, and service improvement to drive team performance, operational excellence, and customer satisfaction.

What You'll Do

• Lead and manage the service desk team's daily operations, performance, and priorities.
• Serve as a key escalation point for complex technical and client issues.
• Build strong relationships with US-based clients and ensure service expectations are consistently met.
• Drive service quality, productivity, SLA performance, and customer satisfaction.
• Mentor, coach, and develop team members through regular feedback, training, and performance reviews.
• Lead problem investigations, technical escalations, and root-cause resolution.
• Identify opportunities to improve processes, workflows, and service delivery.
• Develop and maintain service desk processes, standards, documentation, and procedures.
• Monitor risks, escalations, projects, and outstanding client issues through resolution.
• Prepare and present service performance reports, metrics, and operational updates to leadership.
• Facilitate team meetings, service reviews, and continuous improvement initiatives.
• Partner with technical teams and leadership to implement changes and deliver new services.
• Ensure accurate time, expense, ticket, and activity tracking within ConnectWise.
• Stay current with emerging technologies, IT service management practices, and industry trends.

Must-Have Qualifications

• 3+ years of experience in Service Delivery, Service Desk Management, or IT Operations leadership.
• Experience working with a Managed Service Provider (MSP) or MSP technology environment.
• Proven experience supporting US-based clients and managing client relationships.
• Strong technical understanding of IT applications, systems, infrastructure, and support processes.
• Demonstrated ability to lead, coach, and develop technical teams.
• Strong problem-solving, decision-making, and escalation management skills.
• Excellent communication, presentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and strategic planning skills.
• Experience with ConnectWise or similar PSA/RMM platforms is a strong advantage.
• Ability to work independently while collaborating effectively across teams.

Success in This Role Looks Like

• High-performing and well-developed service desk teams.
• Consistent achievement of service levels and operational targets.
• Strong client relationships and high customer satisfaction.
• Faster and more effective resolution of escalated issues.
• Continuous improvement in service desk processes and productivity.
• Clear visibility of service performance, risks, and priorities.

Benefits

• HMO coverage effective Day 1 of employment with 3 free dependent
• Life Insurance
• Pet Insurance
• Government-Mandated Benefits
• Annual Performance Review and Bonus
• 13th Month Pay
• Free Meal, Coffee & Snacks

About IT By Design

IT By Design (ITBD) is a global leader in engineering talent solutions, AI transformation programs, and growth enablement services for Managed Service Providers (MSPs). With 800+ employees across the US, India, and the Philippines, we help MSPs scale capacity, improve capability, and operate with clarity.