IT Service Delivery Manager

AdVran Inc.; Anaheim (CA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Certification reimbursement

Paid time off & holidays

Hybrid/Remote work arrangement

Job summary

AdVran is seeking an IT Service Delivery Manager to lead day-to-day service delivery for a portfolio of managed services clients in Southern California. You will ensure SLA compliance, client satisfaction, and operational excellence while coordinating with infrastructure and security teams.

Open to California residents; remote work must be done from within California. You\'ll own client relationships, conduct service reviews, identify opportunities to expand services, and oversee onboarding

Qualifications

• 5+ years in IT service management, MSP operations, or IT leadership.
• Experience with ITIL frameworks and ticketing systems (ConnectWise, Autotask, or similar).
• Strong client relationship management and communication skills.
• Understanding of managed security services, compliance, and cloud infrastructure.
• ITIL certification preferred.

Responsibilities

• Manage service delivery for assigned client accounts as primary operational contact.
• Monitor SLA performance and drive continuous service quality improvements.
• Coordinate across infrastructure, security, and help desk to resolve escalations.
• Conduct regular service reviews and present operational reports to clients.
• Identify opportunities to expand services and improve client outcomes.
• Oversee onboarding of new clients through the delivery lifecycle.

Skills

IT service management

MSP operations

Client relationship management

Communication skills

Cloud infrastructure understanding

Education

ITIL certification

Tools

ConnectWise

Autotask

Job description

Lead day-to-day service delivery for a portfolio of managed services clients, ensuring SLA compliance, client satisfaction, and operational excellence.

Open to California residents only. Remote work must be done from within California.

You'll own the operational relationship with your assigned clients, ensuring SLAs are met and escalations are resolved quickly. Your typical day includes service reviews, coordinating with infrastructure and security teams on tickets, and identifying ways to expand services-all while keeping clients informed and confident in AdVran's delivery.

About AdVran

AdVran is a Southern California managed IT and cybersecurity provider serving businesses from Anaheim to San Diego. This role supports our network infrastructure and managed IT delivery teams.

• Manage service delivery for assigned client accounts, serving as the primary operational contact
• Monitor SLA performance and drive continuous improvement in service quality
• Coordinate across infrastructure, security, and help desk teams to resolve escalations
• Conduct regular service reviews with clients and present operational reports
• Identify opportunities to expand services and improve client outcomes
• Manage onboarding of new clients through the delivery lifecycle

What we're looking for

• 5+ years in IT service management, MSP operations, or IT leadership
• Experience with ITIL frameworks and ticketing systems (ConnectWise, Autotask, or similar)
• Strong client relationship management and communication skills
• Understanding of managed security services, compliance, and cloud infrastructure
• ITIL certification preferred

Competitive salary with annual review

Remote-first with flexible schedule

Health, dental, and vision coverage

Professional development and certification reimbursement

Paid time off and company holidays

About working at AdVran

What you should know before applying for the IT Service Delivery Manager role

AdVran is a managed IT and cybersecurity services provider headquartered in Anaheim, California. Our clients are small and mid-sized businesses across Southern California in healthcare, financial services, legal and professional services, aerospace and defense, manufacturing, education, real estate, and non-profit. We operate as a single accountable team for our clients' IT and security, which means the work spans help desk, infrastructure, identity, endpoint protection, SOC monitoring, incident response, and compliance for frameworks like HIPAA, SOC 2, CMMC, PCI DSS, FINRA, NIST 800-53, and ISO 27001. Whatever role you join, you will be working directly with the people running these systems, not abstracted from them through layers of process.

How we work

AdVran runs on documentation, clear ownership, and predictable cadences. Every client has a written runbook for their environment, a named primary engineer, a named technical account manager, and a quarterly business review schedule. Engineers are expected to communicate in plain language with non-technical owners, write things down so the next person on the rotation can pick up where they left off, and bring evidence to internal post-mortems instead of opinion. We do not operate a paging culture of constant interruption: incidents have defined severities, scheduled change windows, and an on-call rotation rather than a 24/7 expectation across the whole team. We invest in tooling and automation so the team can focus on judgment calls instead of repetitive ticket churn.

Compensation, benefits, and growth

Salaries are calibrated against the Southern California market for managed services and security roles, and posted ranges reflect actual offer windows rather than ceilings nobody hits. Benefits include medical, dental, and vision coverage, a 401(k) plan with company match, paid time off including holidays and floating personal days, paid certification budgets for relevant industry certifications such as those from Microsoft, Cisco, CompTIA, ISC2, ISACA, and the SANS Institute, and a hybrid working arrangement that combines remote work with on-site time at the Anaheim office and at client sites in the Remote / Hybrid area as the work requires. We promote from within wherever possible: technical engineers move into architecture and consulting roles, account managers grow into client partnership leadership, and analysts step into senior security positions.

Application and interview process

Applications are reviewed by the hiring manager directly. After an initial screen, the process typically includes a technical or scenario-based conversation with the team you would be working with, a discussion with the leader of the department on how the role connects to the business, and a final meeting with leadership for cultural and values alignment. We try to give every candidate a decision within two weeks of the first conversation. If the IT Service Delivery Manager role is not quite the right fit, we keep candidate information on file with your consent and reach out when an adjacent role opens.