MSP Service Delivery Lead - Client Experience & Operations

Abacus IT

Cherry Hill Township (NJ)

Sur place

USD 90 000 - 110 000

Plein temps

Il y a 34 heures

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Résumé du poste

Abacus IT in Maple Shade, NJ is seeking a Service Delivery Manager to lead day-to-day IT service delivery across client accounts and ensure an exceptional customer experience. The role requires 5+ years in IT service delivery within MSP environments, strong knowledge of ITIL, SLA/KPI management, and proven ability to coordinate cross-functional teams.

You will own service desk operations, escalations, onboarding, and client reviews, partnering with leadership to drive operational excellence and

Qualifications

5+ years of experience in IT service delivery, IT operations, service management, or a related role.
Experience working within an MSP or multi-client IT services environment.
Strong written and verbal communication skills.
Excellent organizational and project-management abilities.
Strong customer-service and relationship-management skills.

Responsabilités

Own the overall delivery of managed IT services for an assigned portfolio of clients.
Monitor service performance against contractual SLAs, KPIs, and service standards.
Ensure tickets, requests, incidents, and escalations are managed within agreed-upon timeframes.
Review service desk performance, ticket trends, recurring issues, and operational metrics.
Coordinate with engineering, service desk, cybersecurity, projects, and other technical teams to resolve client issues.
Identify recurring problems and drive root-cause analysis and corrective actions.
Ensure successful handoffs between service desk, projects, engineering, and account management teams.
Help establish and maintain standardized service delivery processes and procedures.
Own day-to-day service desk operations, including ticket queues, workload balancing, prioritization, and technician accountability.
Own ConnectWise PSA service boards, workflows, operational reporting, and data quality.
Lead change management activities and coordinate major incidents across technical teams.
Coordinate client onboarding and the operational handoff from Sales and Projects into Managed Services.
Manage third-party and vendor escalations to ensure timely resolution of client-impacting issues.
Coordinate critical after-hours service issues when necessary.