Remote Service Delivery Manager: Lead Teams & Drive Impact

Ntiva Branding; Lombard (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) with company match

Life Insurance

Disability coverage

HSA / PPO options

Education reimbursement

Employee referral program

Promotion tracks

Work with industry-leading talent

Job summary

Ntiva Branding is seeking a Manager, Service Delivery to lead a pod of Service Desk and Field Operations professionals. You will own client experience, incidents, and drive improvements using data.

This role balances coaching, capacity planning, and measurable outcomes across remote and on-site work as needed. You will manage a team of 7-10 specialists and engineers, set coverage, and work closely with Account Managers to maintain client health and satisfaction while growing the team and

Qualifications

• Experience leading multi-client service delivery in a managed services environment.
• Proven ability to improve service outcomes using data and metrics.
• Experience managing remote and field-based technical staff.

Responsibilities

• Own the client experience for a named set of clients and maintain ongoing relationships.
• Escalation point for service delivery and management of high-risk accounts.
• Lead major incidents end to end from client conversation to closure.
• Collaborate with Account Managers on account health and renewals.
• Design pod coverage, scheduling, and back-up to ensure consistent service.

Skills

People leadership

Communication

Scheduling & dispatch

Service delivery

Data interpretation

Remote leadership

ITIL 4 Foundation

PSA reporting

English fluency

Leadership

Education

ITIL 4 Foundation

Tools

ConnectWise Manage

BI dashboards

Job description

Ntiva Branding is seeking a Manager, Service Delivery to lead a pod of Service Desk and Field Operations professionals. You will own client experience, incidents, and drive improvements using data.

This role balances coaching, capacity planning, and measurable outcomes across remote and on-site work as needed. You will manage a team of 7-10 specialists and engineers, set coverage, and work closely with Account Managers to maintain client health and satisfaction while growing the team and