MSP Service Delivery Lead – Client Experience

In-Telecom; Arlington (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

In-Telecom in Texas seeks a Service Delivery Manager to lead the day-to-day performance of a managed services delivery team and client portfolio. You will own service outcomes, ensure proactive communication, and align with engineering, cybersecurity, and client success teams to keep issues moving forward.

The role demands strong operational discipline, leadership, urgency, and the ability to identify patterns before they impact clients.

Qualifications

• Experience with ConnectWise Manage or a comparable PSA/ticketing platform.
• 5+ years of IT service delivery or managed services experience.
• 2+ years leading, supervising, or coaching technical staff.
• MSP or high‑volume multi‑client service experience preferred.

Responsibilities

• Own and manage service delivery KPIs, team scorecards, workload and capacity.
• Lead, coach, and hold accountable assigned service delivery staff.
• Ensure escalations have clear ownership, troubleshooting, and business context.
• Coordinate with engineering, cybersecurity, and other teams to drive resolutions.
• Identify recurring issues and drive root cause or problem management.

Skills

Leadership

Project management

IT service delivery

Education

ITIL Certification

CompTIA Certification

Microsoft Certification

Tools

ConnectWise Manage

Job description

In-Telecom in Texas seeks a Service Delivery Manager to lead the day-to-day performance of a managed services delivery team and client portfolio. You will own service outcomes, ensure proactive communication, and align with engineering, cybersecurity, and client success teams to keep issues moving forward.

The role demands strong operational discipline, leadership, urgency, and the ability to identify patterns before they impact clients.