IT Service Delivery Leader for Managed Services

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 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