The MSP Service Delivery Manager is a critical coordination role within the MSP Service Delivery team. The primary responsibility of this role is to plan and manage onsite escalations, track budget, review deliverables for quality and adherence to scope on Field Services projects. A second responsibility of the SDM is to open tickets to third-party vendors and facilitate and monitor communications between customers, vendors, and the assigned SDM on the account, ensuring complex issues are addressed and resolved in a satisfactory manner. This role requires strong attention to detail, IT project coordination experience, and communication skills. Familiarity with the Microsoft product lines, the ability to coordinate multiple parties, and a commitment to delivering exceptional service to internal and external stakeholders are key to success in this position.
Responsibilities include, but are not limited to:
Behaviors and competencies include teamwork, customer service, organization, time management, communication, analytical thinking, problem-solving, detail-oriented, presenting, self-motivation, negotiation, initiative, and consultative sales.
Skill level requirements include one or more years of validated successful professional experience in an IT project coordination or IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment. Exceptional verbal and written communication skills, proven organizational, problem-solving, and time-management skills, proven track record of success using PSA software such as AutoTask and MS Office Suite, demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution, a high-level understanding of Microsoft product lines, the ability to correctly identify technologies involved in Customer tickets and issues, proven ability to work independently and effectively in a fast-paced, multi-tasking environment, proven analytical and escalation management abilities, strong attention to detail and commitment to excellence, a proven team player who can demonstrate successful collaboration with various departments and external stakeholders, proactive and self-motivated with a strong record of personal accountability, and ability to maintain confidentiality and exercise discretion.
Preferred qualifications include Microsoft MS-900 certification, vendor management experience, ITIL v5 Foundations or higher, A+ and/or Microsoft Certified Professional (MCP), PMP or other relevant project management or project coordination certifications, and experience managing external project resources.
The estimated on-target earnings (OTE), which includes a base salary and bonus/commissions, are $60,000 - $70,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status