Service Delivery Manager

Abacus IT; Cherry Hill Township (NJ); On-site; USD 90,000 - 110,000; Full time

Job summary

Abacus IT in Maple Shade, NJ is seeking a Service Delivery Manager to lead day-to-day IT service delivery across client accounts and ensure an exceptional customer experience. The role requires 5+ years in IT service delivery within MSP environments, strong knowledge of ITIL, SLA/KPI management, and proven ability to coordinate cross-functional teams.

You will own service desk operations, escalations, onboarding, and client reviews, partnering with leadership to drive operational excellence and

Qualifications

• 5+ years of experience in IT service delivery, IT operations, service management, or a related role.
• Experience working within an MSP or multi-client IT services environment.
• Strong written and verbal communication skills.
• Excellent organizational and project-management abilities.
• Strong customer-service and relationship-management skills.

Responsibilities

• Own the overall delivery of managed IT services for an assigned portfolio of clients.
• Monitor service performance against contractual SLAs, KPIs, and service standards.
• Ensure tickets, requests, incidents, and escalations are managed within agreed-upon timeframes.
• Review service desk performance, ticket trends, recurring issues, and operational metrics.
• Coordinate with engineering, service desk, cybersecurity, projects, and other technical teams to resolve client issues.
• Identify recurring problems and drive root-cause analysis and corrective actions.
• Ensure successful handoffs between service desk, projects, engineering, and account management teams.
• Help establish and maintain standardized service delivery processes and procedures.
• Own day-to-day service desk operations, including ticket queues, workload balancing, prioritization, and technician accountability.
• Own ConnectWise PSA service boards, workflows, operational reporting, and data quality.
• Lead change management activities and coordinate major incidents across technical teams.
• Coordinate client onboarding and the operational handoff from Sales and Projects into Managed Services.
• Manage third-party and vendor escalations to ensure timely resolution of client-impacting issues.
• Coordinate critical after-hours service issues when necessary.

Skills

IT service delivery

IT operations

Service management

MSP experience

SLA/KPI management

Communication

Project management

Education

Bachelor's degree in Information Technology or related field

Tools

ConnectWise

Autotask

Kaseya

Job description

Department:

Service Delivery / Operations

Reports To:

Vice President / President

About the Company

Abacus IT is a growing IT Managed Services Provider (MSP) dedicated to delivering reliable, secure, and strategic technology solutions to businesses. We partner with our clients to manage their IT environments, improve operational efficiency, strengthen cybersecurity, and provide responsive technical support.

We are looking for an experienced Service Delivery Manager to lead the day-to-day delivery of IT services across our client base and ensure we consistently deliver an exceptional customer experience.

Position Overview

The Service Delivery Manager is responsible for ensuring that contracted IT services are delivered effectively, efficiently, and consistently. This role serves as a key bridge between our clients, technical teams, account management, and leadership.

The ideal candidate is an organized and customer-focused IT professional who understands MSP operations, ITIL/service management principles, SLA management, and the importance of proactive client communication.

You will own service delivery performance, identify opportunities for improvement, help manage escalations, and ensure our clients receive the level of service promised to them.

This position is the clear owner of day-to-day service delivery and technical operations. Higher-level business operations, sales, finance, and strategic decisions remain with Abacus IT leadership.

Key Responsibilities

Service Delivery & Operations

• Own the overall delivery of managed IT services for an assigned portfolio of clients.
• Monitor service performance against contractual SLAs, KPIs, and service standards .
• Ensure tickets, requests, incidents, and escalations are being managed appropriately and within agreed-upon timeframes.
• Review service desk performance, ticket trends, recurring issues, and operational metrics.
• Coordinate with engineering, service desk, cybersecurity, projects, and other technical teams to resolve client issues.
• Identify recurring problems and drive root-cause analysis and corrective actions.
• Ensure successful handoffs between service desk, projects, engineering, and account management teams.
• Help establish and maintain standardized service delivery processes and procedures.
• Own day-to-day service desk operations, including ticket queues, workload balancing, prioritization, and technician accountability.
• Own ConnectWise PSA service boards, workflows, operational reporting, and data quality.
• Lead change management activities and coordinate major incidents across technical teams.
• Coordinate client onboarding and the operational handoff from Sales and Projects into Managed Services.
• Manage third-party and vendor escalations to ensure timely resolution of client-impacting issues.
• Coordinate critical after-hours service issues when necessary.

Client Relationship Management

• Act as a senior operational point of contact for clients.
• Conduct regular service reviews and client health checks.
• Participate in QBRs/TBRs and recurring client service reviews, presenting service performance, trends, risks, and improvement priorities.
• Communicate service performance, trends, risks, and improvement opportunities to clients.
• Manage client expectations during major incidents, escalations, and service disruptions.
• Build trusted relationships with client stakeholders and demonstrate a strong understanding of their business and technology needs.
• Proactively identify opportunities to improve the client's IT experience and service outcomes.
• Partner with Account Managers to support client retention, satisfaction, and growth.

Performance & Continuous Improvement

• Develop and monitor service delivery KPIs and operational dashboards.
• Monitor service agreement performance, utilization, efficiency, and profitability, and identify opportunities for corrective action or improvement.
• Analyze service desk and infrastructure metrics to identify trends and opportunities for improvement.
• Drive continuous improvement initiatives across people, processes, and technology.
• Help develop and enforce ITIL-aligned service management practices.
• Participate in operational planning, process development, and service improvement projects.
• Maintain accurate service documentation and ensure client commitments are clearly understood by internal teams.

Escalation Management

• Serve as an escalation point for significant client service issues.
• Coordinate internal resources during high-priority incidents.
• Ensure clients receive timely, professional, and proactive communication during escalations.
• Lead post-incident reviews when appropriate and ensure corrective actions are documented and completed.

Team Leadership

• Provide direction and accountability to service delivery and technical teams as needed.
• Conduct regular employee 1:1s and provide coaching, performance feedback, and clear accountability for service expectations.
• Identify individual and team training needs and work with leadership to develop appropriate training and development plans.
• Own resource and capacity planning across the technical team to align staffing and workload with client service requirements.
• Coach team members on customer service, communication, prioritization, and operational best practices.
• Promote a culture of ownership, accountability, collaboration, and continuous improvement.
• Work with leadership to identify staffing, training, process, and technology needs.

Qualifications

Required

• 5+ years of experience in IT service delivery, IT operations, service management, or a related role.
• Experience working within an MSP or multi-client IT services environment .
• Strong understanding of service desk operations, incident management, problem management, and change management.
• Experience managing SLAs, KPIs, escalations, and client expectations.
• Strong written and verbal communication skills.
• Excellent organizational and project-management abilities.
• Strong customer-service and relationship-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.

Preferred

• ITIL Foundation or higher certification.
• Experience with PSA/RMM platforms such as ConnectWise, Autotask, Kaseya, or similar tools.
• Experience with Microsoft 365, Azure, cybersecurity, networking, and cloud services.
• Experience conducting Quarterly Business Reviews (QBRs) or similar client service reviews.
• Experience managing technical teams or service delivery professionals.
• Bachelor's degree in Information Technology, Business, or a related field.

What Success Looks Like

• Clients consistently receive excellent, predictable IT service.
• SLA and KPI targets are consistently achieved.
• Escalations are handled quickly and professionally.
• Service desk and technical teams have clear priorities and accountability.
• Recurring issues are identified and eliminated rather than repeatedly resolved.
• Client satisfaction and retention continue to improve.
• Service delivery processes become more efficient and scalable.
• Clients view Abacus IT as a trusted technology partner—not simply an IT support provider.

Key Performance Indicators

• SLA compliance
• Client satisfaction / CSAT
• Ticket aging and backlog
• First response and resolution performance
• Escalation volume and resolution time
• Recurring incident trends
• Service review completion
• Client retention and health
• Service delivery profitability and efficiency
• Completion of continuous improvement initiatives

Location:

Maple Shade, NJ

Employment Type:

Full-Time

Compensation

Salary range: $90,000-$110,000 annually, depending on experience. The anticipated target hire is expected to fall around $95,000-$100,000, with flexibility for candidates who bring significant MSP, ConnectWise, service management, and team leadership experience.