IT Service Delivery Manager

The Service Delivery Leader is responsible for managing day to day service operations across the helpdesk, escalations team, project delivery group, and dispatcher function. This leadership role ensures that customer experience, technical delivery, and internal processes operate at a high standard while the organization continues to scale and integrate newly acquired MSPs. The Service Delivery Leader will own service quality, resource coordination, workflow efficiency, and continuous improvement across all service functions.

This position reports directly to the COO and will have managers, project leads, and dispatch personnel reporting into them.

Key Responsibilities

• Manage the helpdesk escalation process. Ensure timely, accurate resolution of complex or high priority tickets.
• Supervise helpdesk managers and escalation engineers. Provide coaching, quality standards, and continuous improvement.
• Monitor SLA adherence, customer satisfaction, and ticket backlog. Drive corrective actions when performance declines.
• Review recurring issues. Coordinate with engineering and security teams to implement long term remediation.
• Oversee the project management office. Ensure projects are properly scoped, staffed, scheduled, and delivered on time.
• Work with project managers to maintain consistent project methodology across all acquired entities.
• Forecast resource demand. Align engineering availability with project pipelines.
• Review project risks and escalations. Ensure clear communication with customers and internal teams.
• Manage dispatchers and scheduling personnel. Ensure proper allocation of engineers based on skill sets and priorities.
• Maintain visibility into all reactive and proactive work.
• Ensure incoming MSP acquisitions transition into the central dispatch model with minimal disruption.
• Lead operational integration for newly acquired MSPs. Standardize tools, ticketing workflows, reporting, and service standards.
• Conduct initial operational assessments of new acquisitions. Identify gaps in process, documentation, and technical standards.
• Support cultural and procedural alignment through coaching, documentation, and transition planning.
• Own end to end service quality across reactive support, proactive services, and projects.
• Serve as point of contact for key clients on escalated service delivery matters.
• Partner with VCIOs and