Service Delivery Manager
hace 11 horas
Scottsdale
About Blue Fox Group Blue Fox Group is a Scottsdale, Arizona based Managed IT Services provider with over 30 years of experience helping businesses simplify technology, reduce disruptions, and drive growth. We operate within the TruMethods framework, a proactive, alignment driven service delivery model built around five integrated service areas. Our culture is defined by our core values: Gratitude, Humble Hungry & Smart, Own It, Success Is Your Responsibility, Curious Nature, and Win Together/Lose Together. Role Overview The Service Delivery Manager is a people first operational leader responsible for the performance, culture, and continuous improvement of Blue Fox Group’s Reactive Services team. This role sits at the intersection of people leadership, operational discipline, and technology enablement, managing a team of local, remote, and offshore resources while working closely with Operations Leadership and peer managers to deliver consistently excellent client experience. Within the TruMethods framework, Reactive Services is the front line of client support, the team that clients turn to when something needs to be resolved. The Service Delivery Manager ensures that team operates with responsiveness, accountability, and professionalism that reflects the Blue Fox Group brand promise. This means clean boards, consistent rhythms, clear communication, and a team that is empowered, developed, and genuinely engaged. The ideal candidate leads from the front, builds trust through presence and follow through, and creates an environment where people feel supported and motivated to do their best work. Equally important is the ability to think operationally, using data, metrics, and process discipline to drive continuous improvement across the team. The Service Delivery Manager operates as a peer to the Service Coordination Manager forming a closely linked leadership pair that collectively drives service delivery excellence across both reactive and project functions at Blue Fox Group. Key Responsibilities • People Leadership and Team Development, • Lead, coach, and develop the Reactive Services team with direct reports spanning local, remote, and offshore resources., • Build a culture of accountability, trust, and continuous improvement grounded in Blue Fox Group’s core values., • Conduct regular one on one, performance conversations, and development planning with direct reports., • Recognize individual strengths and create genuine growth opportunities within the team., • Foster an environment where people feel comfortable bringing challenges forward and are supported in solving them. Operational Discipline and Board Hygiene • Own the Reactive Services ticket board in ConnectWise, ensuring tickets are properly categorized, prioritized, assigned, and progressed at all times., • Establish and lead a daily standup and weekly L10 cadence for the Reactive Services team, driving accountability and visibility into team performance., • Monitor and enforce service level agreements, response times, and resolution targets., • Identify patterns in ticket volume, recurring issues, and escalation trends and translate observations into actionable improvements. Smart Numbers and Performance Metrics • Implement and maintain TruMethods Smart Numbers for the Reactive Services team in Metronome., • Define, track, and report on key performance indicators measuring team health, client experience, and operational efficiency., • Use data to drive decisions, identify gaps, and celebrate wins., • Work closely with Operations Leadership to ensure RS metrics align with company wide performance goals. Automation and Efficiency • Collaborate with the Automation Team and partners to support the rollout and adoption of automation and AI driven tools within Reactive Services., • Actively identify opportunities to reduce repetitive ticket touches and improve team efficiency. This requires coordination with vCIO and TAM resources to protect alignment., • Partner with Operations Leadership and the broader technology leadership team to ensure automation initiatives align with RS Smart Numbers and service delivery goals., • Champion a mindset of continuous improvement and proactive problem solving across the team. Interdepartmental Communication • Serve as the primary communication bridge between Reactive Services and peer departments including Centralized Services, TAM, vCIO, and Professional Services., • Ensure ticket escalations, project handoffs, and cross departmental dependencies are handled with clarity, timeliness, and professionalism., • Actively participate in leadership meetings and contribute to a culture of transparency and collaboration across the organization. Process and Documentation • Ensure Reactive Services processes are documented, consistently followed, and regularly reviewed for improvement opportunities., • Contribute to the company wide onboarding and offboarding process framework., • Support ConnectWise hygiene initiatives and ensure the RS team operates within defined workflow standards. What Success Looks Like • Daily standups are happening, boards are clean, and SLAs are consistently met., • Smart Numbers are implemented in Metronome and reviewed weekly with the team., • Direct reports feel supported, developed, and genuinely connected to the mission of Blue Fox Group., • Interdepartmental communication between RS and peer teams is structured, proactive, and frictionless., • Automation tools are actively reducing repetitive ticket touches and the team embraces a culture of continuous improvement., • Operations Leadership has a trusted partner in RS who operates with increasing independence over time. Qualifications Required • Proven experience leading and developing teams in a managed services or technical support environment., • Strong people leadership skills with a demonstrated ability to build trust, drive accountability, and develop talent., • Operational discipline with experience establishing and maintaining service delivery rhythms, board hygiene, and performance metrics., • Excellent communication skills with the ability to facilitate difficult conversations, resolve conflict, and build alignment across departments., • Comfort working with data and performance metrics to drive continuous improvement., • Willingness to identify and champion efficiency opportunities including automation and AI driven tools., • Ability to work in person in Scottsdale, Arizona with remote flexibility. Preferred • Technical background in managed IT services, helpdesk, or related field., • Familiarity with ConnectWise or similar PSA platforms., • Experience implementing TruMethods Smart Numbers or similar MSP performance frameworks., • Experience with automation tools such as Rewst or similar RPA platforms., • Experience managing teams across multiple locations or time zones. Core Value Alignment Blue Fox Group’s culture is built on six core values. The ideal Service Delivery Manager embodies all six, particularly: • Humble, Hungry & Smart: You lead with emotional intelligence, stay curious, and bring out the best in the people around you., • Win Together/Lose Together: You understand that RS success is inseparable from the success of the broader organization and you invest in both., • Own It: You take extreme ownership of your team’s performance, your communication, and your outcomes., • Success Is Your Responsibility: You bring solutions, ask how you can help, and never mistake activity for progress. What We Offer • A leadership role with genuine impact on the culture, performance, and future of a team that is central to Blue Fox Group’s client experience., • The opportunity to work at the forefront of MSP automation and AI tool adoption in a company that values innovation and continuous improvement., • A collaborative peer leadership structure where your voice matters and your contributions are recognized., • A Scottsdale based environment with remote flexibility and active support from Operations Leadership for your continued growth as a leader., • Insurance, retirement and competitive compensation.