Global MSP Service Delivery Lead - Onsite 4 Days

Widen the Net | B Corp™; New York (NY); On-site; USD 103,000 - 117,000; Full time

Benefits offered by this job

50% medical insurance

Public holidays as PTO

Sick leave

4 days on site per week

Job summary

Widen the Net is seeking a Global Service Delivery Manager (SDM) to design, implement, and lead a global MSP delivery framework for a single enterprise client. You will own service delivery, governance, and continuous improvement across multiple time zones, coordinating with senior client leadership and internal teams.

This hands-on senior leadership role combines operations, stakeholder engagement, reporting, and service improvement to build a scalable tech lounge service from the ground up.

Qualifications

• Proven experience as an IT Service Delivery Manager, Service Manager, or similar leadership role within MSPs or enterprise IT.
• Experience managing distributed global teams and engaging with senior stakeholders.
• Strong understanding of IT support operations and end-user services.

Responsibilities

• Build and operate MSP delivery model from the ground up for a global Tech Lounge service.
• Direct management of Lounge support teams across North America, Europe, and APAC.
• Define and manage SLAs, KPIs, CSAT, utilisation, and service health metrics.
• Develop reporting through Jira dashboards and operational packs.
• Lead weekly operational meetings with senior client leadership.
• Run QBRs and implement improvement plans.
• Identify bottlenecks and drive measurable improvements.
• Oversee ticket quality, escalation management, and workforce performance.
• Act as escalation point for high-priority incidents and VIP support.

Skills

IT Service Delivery

MSP operations

Global teams

Stakeholder engagement

KPI reporting

SLA management

Tools

Jira

Excel

GSuite

Job description

Widen the Net is seeking a Global Service Delivery Manager (SDM) to design, implement, and lead a global MSP delivery framework for a single enterprise client. You will own service delivery, governance, and continuous improvement across multiple time zones, coordinating with senior client leadership and internal teams.

This hands-on senior leadership role combines operations, stakeholder engagement, reporting, and service improvement to build a scalable tech lounge service from the ground up.