Global MSP Service Delivery Lead (On-Site 4 Days/Week)

Widen the Net | B Corp™; Santa Monica (CA); Hybrid; USD 103,000 - 117,000; Full time

Benefits offered by this job

50% medical insurance

Federal holidays as PTO

Sick leave

Job summary

Widen the Net (WTN) is seeking a Global Service Delivery Manager to design, implement, and lead the MSP delivery framework for a single global enterprise client. You will own end‑to‑end service delivery, governance, reporting, and continuous improvement across multiple time zones.

The role requires hands‑on leadership of distributed teams, strong stakeholder engagement, and the ability to shape how the service operates and evolves in a high visibility environment.

Qualifications

• Proven experience as IT Service Delivery Manager in MSP or enterprise IT.
• Experience designing, implementing, and governing service delivery.
• Ability to lead global, cross‑time‑zone teams and senior stakeholders.

Responsibilities

• Build and lead MSP delivery model for a global Tech Lounge service.
• Direct management of lounge support teams across NA, Europe, APAC.
• Define and manage SLAs, KPIs, CSAT, utilisation, and service health metrics.
• Develop Jira dashboards and operational reporting packs.
• Run weekly operational meetings with client leadership.
• Lead QBRs with performance reviews and improvement plans.
• Identify bottlenecks and drive measurable service improvements.
• Oversee ticket quality, escalation management, and workforce performance.
• Be escalation point for high‑priority incidents and VIP support.

Skills

IT Service Delivery

MSP operations

Global teams

Stakeholder eng

Leadership

Job description

Widen the Net (WTN) is seeking a Global Service Delivery Manager to design, implement, and lead the MSP delivery framework for a single global enterprise client. You will own end‑to‑end service delivery, governance, reporting, and continuous improvement across multiple time zones.

The role requires hands‑on leadership of distributed teams, strong stakeholder engagement, and the ability to shape how the service operates and evolves in a high visibility environment.