Senior Service Delivery Manager

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

Growth Path to Director of Service Delivery

A growing Managed Services Provider in New York City is hiring a Service Delivery Manager with a clear path to Director of Service Delivery within 12 months. This role is built for a proven MSP leader who can fully own service delivery operations, scale a high-performing service desk, and act as a strategic partner to executive leadership.

This is not a hands-on technical role. You will not work tickets or projects. Your focus is people, process, performance, and client outcomes.

Why This Role

• Clear promotion path to Director as the organization grows
• High-trust leadership environment — no micromanagement
• Opportunity to shape and scale service delivery end-to-end
• Tight-knit MSP with real decision-making authority

What You’ll Do

• Own and run service delivery operations across the MSP
• Ensure SLAs, response times, and client expectations are consistently met or exceeded
• Lead, coach, and hold the service desk team accountable
• Drive operational efficiency, process improvement, and scalability
• Proactively identify risks and resolve issues before they impact clients
• Manage escalations with confidence and professionalism
• Implement change management initiatives without disrupting service
• Create and refine SOPs, workflows, and service metrics
• Report on KPIs, performance trends, and improvement initiatives

Must-Have Qualifications (Non-Negotiable)

• Prior MSP experience in a service delivery or leadership role
• Strong command of SLA management and service desk operations
• Proven ability to lead teams, manage escalations, and improve performance
• Process-driven mindset with experience implementing SOPs and change

Nice-to-Have

• Cybersecurity exposure (EDR, MDR, SOC environments)
• ITIL or service delivery frameworks
• Experience managing hybrid or remote teams
• KPI reporting and service analytics

Compensation & Bonus

• Base salary: $125,000–$150,000 (based on experience and impact)
• Performance-based bonuses tied to SLAs, client satisfaction, and operational outcomes
• Additional upside as the role grows into Director of Service Delivery

Location

• New York, NY
• 4 days in office and 1 day remote

Who You Are

• A calm, confident MSP leader who thrives under pressure
• Proactive, not reactive — you prevent problems instead of chasing them
• Comfortable holding teams accountable while supporting growth
• Strategic thinker who understands the business beyond the ticket queue
• Curious, adaptable, and always looking for better ways to operate
• MSP experience is required — candidates without MSP backgrounds will not be considered
• No certifications or degree required — real MSP leadership experience matters most