MSP Service Delivery Lead | Hybrid (3 days on-site)

Perfect People; Spring (TX); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

27 days PTO

Generous medical coverage

Company retirement plan

Job summary

Perfect People is seeking a Senior Service Delivery Manager in Spring, TX to own a portfolio of client accounts for an IT managed services provider. The role is hybrid, three days a week in the office, with reporting to the Head of Service Delivery.

You will manage service delivery against SLAs and KPIs for a single large client, with potential portfolio expansion over time. Ideal candidates have 5+ years in service management, strong ITIL grounding, MSP experience, and proven stakeholder

Qualifications

• 5+ years in service management, service delivery or client-facing IT operations.
• Solid grounding in ITIL principles; ITIL v4 Foundation is a plus.
• A track record of managing SLAs, KPIs and service governance in a complex environment.
• Experience in an MSP or outsourced delivery environment.
• Strong stakeholder management, and the confidence to hold a difficult conversation with a client without losing the relationship.
• Commercial awareness and comfort working alongside account management.
• Hybrid, with a minimum of three days a week on customer site in the northern Houston area. Occasional out-of-hours contact. 40 hour week.

Responsibilities

• SLA and KPI performance across your accounts, including managing, communicating and formally remediating breaches.
• Monthly Service Reviews, chaired by you, with actions tracked and closed before the next one.
• Input into Quarterly Business Reviews, presenting performance, risk, trends and improvement plans to senior stakeholders.
• A live CSI register, using service data and customer feedback to drive improvements you can point to a result for.
• Escalation and major incident governance, working alongside the Major Incident Manager and reviewing RCAs.
• Early engagement on service transitions so gaps get found before go-live, not after.
• Governance and process discipline across service operations.

Skills

ITIL knowledge

Stakeholder management

SLA governance

MSP experience

Customer-facing

Job description

Perfect People is seeking a Senior Service Delivery Manager in Spring, TX to own a portfolio of client accounts for an IT managed services provider. The role is hybrid, three days a week in the office, with reporting to the Head of Service Delivery.

You will manage service delivery against SLAs and KPIs for a single large client, with potential portfolio expansion over time. Ideal candidates have 5+ years in service management, strong ITIL grounding, MSP experience, and proven stakeholder