Service Delivery Leader - Grow Teams & CSAT

Mytech Partners, Inc.; San Antonio (TX); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

12 days vacation

Sick time 6 days

Volunteer time 8 hours

Medical, Dental, Vision insurance

Company paid Life insurance

STD & LTD

Professional Development Plan

401k with company match

Profit Sharing

Job summary

Mytech Partners, Inc. is seeking a Service Delivery Manager to lead a service team in San Antonio, overseeing client service, operations and profitability. You will manage staffing, scheduling, training, and adherence to processes to meet contractual obligations and high CSAT targets.

The role emphasizes continuous improvement, asset management, and HR functions, including payroll, onboarding, and performance coaching, within a full-time on-site environment.

Qualifications

• Strong leadership and employee development capabilities.
• Ability to inspire teams and align performance with goals.
• Decision-making and calm, professional handling of high-pressure situations.
• Clear communication with clients and internal teams.
• Continuous process improvement mindset.

Responsibilities

• Lead and develop a service team to deliver exceptional client service.
• Oversee service delivery, client satisfaction, and profitability.
• Manage HR tasks: onboarding, payroll, timesheets, PTO, hires and terminations.
• Ensure SLA adherence and ticket close processes.
• Report weekly metrics to Branch General Manager.
• Maintain department assets and budget targets.

Skills

Team leadership

Coaching

Decision making

Professionalism under pressure

Process improvement

Resource planning

Organizational skills

Communication

Customer service

Feedback and performance guidance

Education

ITIL Foundations Certification

Tools

Microsoft 365 and Office (Excel, Word)

ConnectWise or similar PSA

Job description

Mytech Partners, Inc. is seeking a Service Delivery Manager to lead a service team in San Antonio, overseeing client service, operations and profitability. You will manage staffing, scheduling, training, and adherence to processes to meet contractual obligations and high CSAT targets.

The role emphasizes continuous improvement, asset management, and HR functions, including payroll, onboarding, and performance coaching, within a full-time on-site environment.