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Information Technology Service Delivery Manager (Smyrna)
Information Technology Service Delivery Manager (Smyrna)Prestige Staffing • Smyrna, GA, US
Information Technology Service Delivery Manager (Smyrna)

Information Technology Service Delivery Manager (Smyrna)

Prestige Staffing • Smyrna, GA, US
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  • [job_card.part_time]
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Position : IT Service Delivery Manager (Managed Services)

Location : Smyrna, GA

Type : Full-Time

Pay : $80,000 - $90,000 per year

The Service Delivery Manager is a key member of the Service Delivery Department Leadership team. Under the supervision of the Director of IT Operations, this role is responsible for managing a team of Systems Administrators, Systems Engineers, and Service Desk Lead(s).

The Service Delivery Manager ensures operational excellence across service delivery functions, drives continuous improvement, and fosters a high-performing team culture aligned with our core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives.

Duties and Responsibilities :

Department Leadership and Strategic Alignment

  • Lead, mentor, and develop the Service Delivery team, fostering a culture of excellence, engagement, and accountability.
  • Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.
  • Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.
  • Own and drive departmental Rocks (quarterly goals), ensuring progress and completion.
  • Develop and implement service delivery strategies, policies, and procedures to optimize efficiency and client satisfaction.
  • Oversee workflow management, SLA compliance, ticket assignment, and resource allocation.
  • Analyze service metrics and KPIs, identify trends, and recommend improvements.

Operational Excellence and Quality Assurance

  • Ensure consistent delivery of high-quality IT support and managed services.
  • Monitor performance against service level targets and proactively address missed SLAs.
  • Oversee incident, problem, and escalation management processes.
  • Drive tactical and strategic resource planning for technicians and field support.
  • Ensure compliance with company policies, procedures, and standards.
  • Maintain and report on departmental scorecard metrics to ensure visibility and accountability.

    • Client Success and Relationship Management

  • Build and maintain strong client relationships, acting as a senior point of contact for escalations and service reviews.
  • Support client onboarding and ensure seamless transition into service delivery.
  • Conduct regular client meetings, gather feedback, and drive continuous improvement.
  • Communicate service issues, changes, and resolutions to clients in a timely and professional manner.

    • Team Development & Engagement

  • Provide leadership, coaching, and performance management for the service delivery team.
  • Coordinate training, certification planning, and professional development.
  • Forecast hiring needs and participate in recruitment and onboarding.
  • Promote team building and engagement activities in collaboration with the Office Manager.
  • Ensure the team is aligned with company vision, values, and strategic goals through EOS tools and practices.

    • Knowledge, Skills, and Qualification Requirements :

    Understand and consistently act in accordance with the company core values.

  • 4-year bachelors degree or equivalent professional experience.
  • Minimum 3 years of experience managing or mentoring IT service delivery teams, preferably within an MSP environment.
  • 5+ years of hands-on IT service delivery experience.
  • Strong leadership and communication skills with proven ability to develop high-performing teams.
  • Demonstrated success implementing Microsoft technologies (Solutions Consultant, Project Management, Implementation Consultant).
  • Project Management experience preferred.
  • Professional Certifications, such as HDI, ITIL, SDI, PMI
  • Experience with Autotask, Datto RMM, and other key MSP platforms.
  • Strong knowledge of IT applications, processes, software, and IT equipment.
  • Exceptional interpersonal, communication and relationship building skills.
  • Strong problem solving and conflict resolution skills.
  • Ability to thrive in a fast-paced environment and meet deadlines.
  • Excellent time management / organization skills with attention to detail and the ability to handle multiple tasks simultaneously.
  • Experience with EOS or similar business operating systems preferred.
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