Senior MSP Service Delivery Manager

Courser; Tucson (AZ); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Flexible vacation time

Paid sick time

Paid parental leave

Job summary

Courser in the United States is seeking a seasoned Manager, Service to lead IT service delivery in an MSP environment, ensuring client satisfaction and efficient operations.

You will manage technical teams, oversee end-to-end service delivery, meet SLAs and KPIs, and collaborate with senior leadership to drive improvements and new offerings.

This is a visible leadership role offering growth, a strong benefits package, and a fast-paced, collaborative culture across multiple client engagements.

Qualifications

• 5+ years in IT service management, preferably in an MSP.
• 2+ years in a leadership or managerial role.
• Proven track record of managing technical teams and delivering IT services at scale.
• Strong understanding of IT infrastructure: networking, servers, virtualization, and cloud.
• Familiarity with ITSM tools (ConnectWise, Autotask, ServiceNow) and RMM solutions.
• Knowledge of cybersecurity best practices and compliance standards.

Responsibilities

• Lead, mentor, and manage technical teams to deliver high-quality IT services.
• Set performance goals, conduct evaluations, and drive professional development.
• Ensure operations meet SLAs and KPIs, optimizing delivery workflows.
• Track service metrics (uptime, mean time to resolve, customer satisfaction).
• Oversee end-to-end IT service delivery, including deployments and upgrades.
• Develop and enforce incident, problem, and change management processes.
• Serve as primary client contact to understand needs and address issues.
• Regularly review service performance with clients and identify improvement opportunities.
• Build trust-based client relationships and communicate risks and updates clearly.
• Collaborate with senior leadership to define service delivery strategies.
• Identify opportunities for new services and competitive enhancements.
• Stay informed on industry trends and emerging technologies.

Skills

IT Service Management

Leadership

Client Relationships

SLAs & KPIs

Problem Solving

Tools

ConnectWise

Autotask

ServiceNow

RMM Tools

Job description

Courser in the United States is seeking a seasoned Manager, Service to lead IT service delivery in an MSP environment, ensuring client satisfaction and efficient operations.

You will manage technical teams, oversee end-to-end service delivery, meet SLAs and KPIs, and collaborate with senior leadership to drive improvements and new offerings.

This is a visible leadership role offering growth, a strong benefits package, and a fast-paced, collaborative culture across multiple client engagements.