MSP Service Delivery Lead — Client Experience & Ops
in-telecom.com/
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Benefits offered by this job
Job summary
in-telecom.com is seeking a Service Delivery Manager in Louisiana to lead a Service Desk team and deliver exceptional client outcomes. The role focuses on service performance, proactive communication, and coordinating across Engineering, Cybersecurity, and Field Services to reduce incidents and improve customer experience.
Strong leadership and ITIL-aligned processes are essential. Applicants should have 5+ years in IT service delivery, experience with MSP environments, and demonstrated ability
Qualifications
- 5+ years of experience in IT service delivery and managed services.
Responsibilities
- Own the overall service experience and operational performance of assigned clients and service teams.
- Monitor aging tickets, escalations, and service risks to maintain SLA commitments.
- Coordinate with cross-functional teams to ensure timely resolution and proactive communication with clients.
- Lead, coach, and develop service delivery staff to meet performance and quality standards.
- Track KPIs and drive continuous improvement to reduce recurring issues and improve customer satisfaction.
Skills
Education
Tools
Job description
in-telecom.com is seeking a Service Delivery Manager in Louisiana to lead a Service Desk team and deliver exceptional client outcomes. The role focuses on service performance, proactive communication, and coordinating across Engineering, Cybersecurity, and Field Services to reduce incidents and improve customer experience.
Strong leadership and ITIL-aligned processes are essential. Applicants should have 5+ years in IT service delivery, experience with MSP environments, and demonstrated ability
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