Remote Service Delivery Manager | Lead & Grow Teams

Ntiva, Inc.; Springfield (IL); Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401k with company match

Life Insurance

Disability

HSA / PPO

Employee Assistance Program

PTO + Holidays

Education Reimbursement

Referral Program

Promotion tracks

Recognition program

Work with industry-leading talent

Job summary

We expect 3+ years in MSP or multi-client delivery, strong people leadership, and proficiency with data-backed reporting. This remote role requires travel 5–10% and preference for Chicagoland-area candidates.

Qualifications

• Ability to communicate professionally, in English, both written and orally.
• Ability to write business correspondence and process procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.
• 3+ years in a Managed Services Provider or comparable multi-client service delivery environment.
• 2+ years of direct people management including hiring, performance management, and development.
• Track record of improving service outcomes against defined measures.
• Working fluency with service delivery data; reading a ticket or utilization report and building an argument from it.
• Comfort with PSA reporting (ConnectWise Manage) and BI dashboards.
• Experience leading remote and field-based technical staff; scheduling and dispatch.
• Leadership and communication weigh more than technical depth.
• ITIL 4 Foundation, or willingness to obtain it within six months.

Responsibilities

• Own the client experience.
• Own service delivery outcomes for a named set of clients and maintain direct relationships.
• Serve as the standing escalation point for service delivery, especially for at-risk and strategic accounts.
• Own major client-impacting incidents end to end, including client conversation, root cause, and corrective action.
• Partner with Account Managers on account health, renewal risk, and service reviews.
• Lead a pod of team members across Service Desk and Field Operations and coach their growth.
• Design pod coverage hours, geography, and back-up plans to ensure consistent service.
• Deliver measurable results: CSAT, backlog reduction, and SLO attainment.
• Propose workforce changes with data; balance process improvements, automation, and hiring.

Skills

English communication

Business writing

Presentation skills

MSP experience

People management

Data-driven service delivery

PSA reporting

BI dashboards

Remote & field staffing

Leadership & feedback

ITIL Foundation

Tools

ConnectWise Manage

Job description

We expect 3+ years in MSP or multi-client delivery, strong people leadership, and proficiency with data-backed reporting. This remote role requires travel 5–10% and preference for Chicagoland-area candidates.