MSP Service Delivery Leader - Path to Director, NYC

Bowman Williams; New York (NY); On-site; USD 125,000 - 150,000; Full time

Job summary

A growing Managed Services Provider in New York City is seeking a Service Delivery Manager to lead operations and ensure high client satisfaction. This role offers a clear path to Director of Service Delivery within 12 months, emphasizing leadership rather than technical tasks. The ideal candidate will have strong MSP experience, excellent SLA management skills, and a process-driven approach. Enjoy a high-trust leadership environment with opportunities for impact and growth.

Qualifications

• Proven ability to lead teams, manage escalations, and improve performance.
• Strong command of SLA management and service desk operations.
• Experience implementing SOPs and change management.

Responsibilities

• Own and run service delivery operations across the MSP.
• Ensure SLAs, response times, and client expectations are consistently met.
• Lead, coach, and hold the service desk team accountable.
• Drive operational efficiency, process improvement, and scalability.

Skills

Prior MSP experience

SLA management

Team leadership

Process-driven mindset

Job description

A growing Managed Services Provider in New York City is seeking a Service Delivery Manager to lead operations and ensure high client satisfaction. This role offers a clear path to Director of Service Delivery within 12 months, emphasizing leadership rather than technical tasks. The ideal candidate will have strong MSP experience, excellent SLA management skills, and a process-driven approach. Enjoy a high-trust leadership environment with opportunities for impact and growth.