Service Delivery Manager

Company Description

National Technology Management (NTM) has been delivering AI-driven Managed IT and Cybersecurity solutions since 1997. With a focus on innovation, commitment, and excellence, NTM protects organizations against accelerating cyber threats through 24/7 managed cybersecurity and proactive threat detection. By utilizing AI-powered tools, automation, and streamlined solutions, NTM helps businesses elevate efficiency, drive revenue growth, and optimize technology performance while minimizing risk. Headquartered in Franklin, MI, NTM partners with multi-location businesses and compliance-focused industries that prioritize measurable outcomes and technological optimization.

Service Delivery Manager (SDM)

Reports To: Integrator / COO

Environment: Mid-Market / Enterprise MSP (Multi-client, SLA-driven operations)

Direct Reports: Service Desk Lead, Project Manager / Delivery Lead, Field Service Technicians

Position Summary

The Service Delivery Manager (SDM) is responsible for end-to-end IT service delivery across a mid-market/enterprise MSP environment. This role ensures consistent SLA performance, operational stability, and high-quality customer experience across all managed accounts.

The SDM acts as the primary operational owner of service health—balancing people leadership, escalation management, process discipline, and cross-functional coordination with engineering and project delivery teams.

A key expectation of this role is driving continuous optimization through automation, tooling, and AI enablement to improve efficiency, scalability, and service quality.

This is a highly visible leadership role requiring strong structure, calm decision-making, and the ability to drive accountability across technical and service teams.

Core Responsibilities

Service Delivery & SLA Performance

• Own day-to-day MSP service performance across all clients
• Monitor SLA adherence, ticket aging, backlog health, and service quality metrics
• Leverage dashboards, analytics, and AI-driven insights to proactively identify risks and trends
• Drive continuous optimization of service workflows to improve resolution speed and efficiency
• Serve as final escalation point for service-related issues

Customer Experience & Escalations

• Ensure consistent, predictable, high-quality customer experience
• Lead resolution of high-severity escalations with urgency and professionalism
• Utilize automation and knowledge systems to improve response consistency and speed
• Ensure all escalations are properly documented, resolved, and communicated
• Partner with Account Management on QBRs and strategic client reviews, incorporating service insights and improvement opportunities

Team Leadership & Accountability

• Lead and develop Service Desk, Field Technicians, and Project/Delivery resources
• Drive adoption of automation tools and AI-assisted workflows within the service team
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Build a culture of accountability, continuous improvement, and operational excellence
• Enable teams to reduce manual effort through standardization and intelligent tooling

Operational Excellence, Automation & Process Governance

• Enforce SOPs, runbooks, security policies, and documentation standards
• Identify and eliminate inefficiencies through process optimization and automation
• Maintain PSA hygiene (time entry accuracy, ticket classification, billing integrity)
• Own service cadences including daily huddles and weekly operations reviews
• Continuously improve service delivery processes with a focus on scalability and repeatability
• Champion the use of AI and automation to reduce ticket volume, accelerate resolution, and improve consistency

Engineering & Cross-Functional Coordination

• Partner with Engineering leadership to ensure service stability and support alignment
• Collaborate on automation initiatives, platform optimization, and tool stack effectiveness
• Coordinate on incident response, platform health, and technical debt reduction
• Identify opportunities for AI, scripting, and workflow automation to improve service delivery efficiency
• Ensure engineering resources supporting service delivery are effectively prioritized

Onboarding & Project Oversight

• Ensure new client onboarding is consistent, predictable, and well-executed
• Incorporate automation and standardized processes into onboarding to reduce variability and risk
• Oversee Project/Delivery function to ensure:
• On-time implementation
• Clear communication
• Margin protection
• Minimal post-onboarding escalations
• Continuously refine onboarding to reduce manual effort and improve speed to steady state

Capacity, Optimization & Resource Planning

• Manage staffing levels and resource allocation across service teams
• Use data, forecasting, and automation to optimize resource utilization
• Proactively address workload imbalances and capacity constraints
• Improve efficiency through workload distribution, tooling, and process improvements
• Ensure service coverage aligns with SLA requirements and organizational growth

Key Performance Indicators (KPIs)

• SLA compliance rate
• Ticket backlog health & aging metrics
• Escalation frequency and resolution time
• Onboarding success rate
• Customer satisfaction (CSAT/NPS)
• PSA data accuracy and operational compliance
• Automation adoption rate and efficiency gains (e.g., reduced ticket volume, improved resolution time)

Ideal Candidate Profile

• Calm, structured leader who performs well under pressure
• Strong operational and process discipline mindset
• Data-driven decision maker with strong analytical instincts
• Experience driving automation, process optimization, and AI adoption in service environments
• Proven ability to lead technical and service delivery teams
• Excellent communicator and trust-builder with clients and internal teams
• Experienced in MSP, IT services, or enterprise IT operations environments