Information Technology Service Delivery Manager

Reliable Technology Services Inc.; Timonium (MD); On-site; USD 110,000 - 150,000; Full time

Job summary

Reliable Technology Services Inc. in Timonium, MD, seeks an experienced Service Delivery Leader to guide the day-to-day performance of our managed IT services team.

This role centers on people, process, performance, and accountability, and will drive the use of EOS tools to foster continuous improvement and client satisfaction. You will mentor staff, set clear expectations, monitor service metrics, and coordinate with Operations, Client Success, and Engineering to ensure SLAs are met and metrics

Qualifications

• Proven experience in service delivery, technical support operations, or a similar service-focused environment.
• Experience leading, coaching, and developing people.
• Strong understanding of service delivery, prioritization, escalation, scheduling, and accountability.
• Experience using service metrics to evaluate performance and drive improvement.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.

Responsibilities

• Lead, coach, and develop the service delivery team to grow professionally and perform at a high level.
• Own day-to-day performance and effectiveness of the managed IT services support function.
• Monitor service delivery metrics, identify trends, and drive continuous improvement.
• Collaborate with Operations, Client Success, and Engineering to align service delivery with client needs.
• Address client concerns and escalations in a timely, professional manner.
• Lead EOS Level 10 meetings and weekly huddles; maintain accountability across the function.

Skills

Service delivery leadership

People development

EOS familiarity

KPIs/metrics

Coaching/mentoring

Cross-functional collaboration

Operations management

Education

Bachelor’s degree in Computer Science or Information Technology

Job description

Reliable Technology Services is a progressive IT company that has been serving clients throughout the Mid-Atlantic region since 2003. We specialize in providing managed IT services, hardware and software implementation, maintenance, and cloud services to our clients.

We are seeking an experienced Service Delivery Leader to lead the day-to-day performance of our managed IT services support team.

This role is centered on people, process, performance, and accountability. The right person will be passionate about helping people grow, helping them learn, developing their skills, creating clear expectations, and building a team where individuals take ownership of their responsibilities.

The Service Delivery Leader will use service metrics and direct observation to understand how the team is performing, identify opportunities for improvement, strengthen processes, and help ensure our clients consistently receive a high level of service.

This is not a hands-on senior engineering role. A strong understanding of technology and IT service delivery is important, but success in this position will be driven primarily by the development and performance of the team and the effectiveness of the service delivery operation.

RTS operates on EOS, the Entrepreneurial Operating System. This role will play an important part in supporting accountability, continuous improvement, and the effective use of EOS tools and processes within the service delivery team.

Responsibilities

Team Leadership and Development

• Lead, coach, and develop the service delivery team, helping team members grow professionally, expand their skills, and succeed in their roles.
• Set clear expectations and provide regular feedback, guidance, and support.
• Help team members understand how their individual responsibilities and performance contribute to the success of the team and the client experience.
• Create a culture of accountability, continuous learning, communication, and continuous improvement.
• Identify opportunities for training, mentoring, and professional growth.
• Conduct regular performance and development conversations with team members.
• Reinforce RTS organizational goals and Core Values through day-to-day leadership.

Service Delivery

• Own the day-to-day performance and effectiveness of the managed IT services support function.
• Ensure adherence to service level agreements and established service standards.
• Oversee ticket review, scheduling, prioritization, and triage.
• Actively monitor and review calls, tickets, and correspondence between team members and clients to ensure quality.
• Monitor service delivery metrics, analyze trends, and use data to identify opportunities to improve service quality and performance.
• Ensure service-related issues and escalations receive appropriate ownership and follow-through.

Process and Continuous Improvement

• Identify opportunities to improve service delivery processes, workflows, and efficiency.
• Identify internal processes that may benefit from automation and collaborate with the automation team on implementation.
• Collaborate with the technical team to assess and improve the effectiveness of tools, systems, and processes supporting service delivery.
• Promote consistent use of established processes and service standards throughout the team.

Cross-Functional Collaboration

• Work closely with Operations, Client Success, Engineering, and other RTS teams to align service delivery with client needs and company objectives.
• Collaborate with technical leadership when technical expertise or escalation is required.
• Partner with Client Success on service-related client concerns and escalations while Client Success maintains ownership of the overall client relationship.

Client Service and Escalations

• Address service-related client concerns and escalations in a timely and professional manner.
• Ensure service issues are appropriately communicated, followed through, and resolved.
• Maintain an understanding of client service expectations and help the team consistently deliver against them.

EOS and Service Delivery Metrics

• Lead weekly and daily service delivery huddles.
• Participate in and/or lead EOS Level 10 Meetings.
• Own and monitor appropriate Service Delivery Scorecard metrics.
• Use service delivery data to identify issues and opportunities for improvement.
• Maintain clear accountability throughout the service delivery function.

Qualifications

• Proven experience in service delivery, technical support operations, or a similar service-focused environment.
• Experience within a Managed Service Provider is strongly preferred but not required.
• Demonstrated experience leading, coaching, and developing people.
• Experience using service metrics and operational data to evaluate performance and drive improvement.
• Strong understanding of service delivery, prioritization, escalation, scheduling, and accountability.
• A solid working understanding of IT systems, networks, and infrastructure sufficient to effectively lead a technical service team and collaborate with technical resources.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and communicate with both technical and non-technical stakeholders.
• Strong organizational skills with the ability to prioritize responsibilities and maintain follow-through.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent real-world experience.
• Knowledge of EOS is a plus, but previous EOS experience is not required.