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're 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 Technician 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.)