Service Delivery Manager
17 days ago
Franklin
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