Service Delivery Manager

GDI Infotech; San Francisco (CA); Sur place; USD 88 000 - 132 000; Plein temps

Avantages offerts par ce poste

Health insurance

Retirement plan with employer matching

Company-provided equipment

Travel reimbursements

Paid time off

Professional development

Tuition assistance

Résumé du poste

GDI Infotech in San Francisco, CA, is seeking a Regional Service Delivery & Client Success Manager to lead service delivery for assigned managed services clients, onsite and remotely.

You will own operations, manage escalations, build client relationships, oversee service desk performance, and guide technical staff. The role demands MSP experience, strong communication, and leadership.

Qualifications

• High School Diploma.
• Post-secondary degree preferred.
• MSP experience preferred.
• 2+ years supporting business technology environments.
• Strong organizational, prioritization, and time management skills.
• Ability to analyze problems and develop practical solutions.
• Commitment to continuous learning and process improvement.
• Excellent verbal and written communication across technical and non-technical audiences.

Responsabilités

• Primary operational owner and escalation point for assigned managed services clients.
• Build and maintain strong client relationships through regular communication and service reviews.
• Ensure service delivery meets SLAs and contractual obligations while balancing costs.
• Monitor service desk performance, ticket queues, and escalation workflows.
• Communicate with clients regarding performance, improvements, and technical initiatives.
• Lead, mentor, and develop technical support personnel and coordinate field activities.
• Develop and implement service delivery frameworks and continuous improvement initiatives.
• Provide advanced technical troubleshooting and escalation support as needed.

Connaissances

Client relationship management

Service delivery

Leadership

Operational ownership

Communication (verbal & written)

Change management

Escalation management

Technical troubleshooting

Team development

Strategic thinking

Formation

High School Diploma

Post-secondary degree preferred

Outils

RMM

PSA

ITSM

Description du poste

San Francisco, United States | Posted on 08/21/2026

GDI Infotech provides technology staffing and digital transformation solutions to MSPs, enterprise technology organizations, and institutions such as universities and government entities.

RegionalServiceDelivery&ClientSuccessManager

TheRegionalServiceDelivery&ClientSuccessManagerensuresthedeliveryoftechnologyservices,bothremotelyandonsite,thatcontributetoclienttechnologyadoption,utilization,availability,andstrategicgoalswhilemeetingcontractualrequirementsandorganizationalstandards.

Thisisamultifacetedrolecombininghands-ontechnicalsupport,clientrelationshipmanagement,operationalleadership,andteamdevelopmentresponsibilities.

ClientManagement&ServiceDelivery

• Serveastheprimaryoperationalownerandescalationpointforassignedmanagedservicesclients,ensuringtimelyresolutionofincidents,servicerequests,andcriticalsupportissues.
• Buildandmaintainstrongclientrelationshipsthroughregularcommunication,onsitevisits,servicereviews,technicalaccountanalysis,andidentificationofcurrentandfuturebusinessneeds.
• Ensureservicedeliverymeetscontractualobligations,servicelevelagreements(SLAs),andclientexpectationswhilebalancingsupportcostsandresourceutilization.
• Monitorservicedeskperformance,ticketqueues,andescalationworkflowstoensureefficientticketresolutionandhighlevelsofcustomersatisfaction.
• Communicateandfollowupwithclientsregardingserviceperformance,opportunitiesforimprovement,andongoingtechnicalinitiatives.

Leadership&TeamDevelopment

• Lead,mentor,coach,anddeveloptechnicalsupportpersonnel,includinghiring,onboarding,performancemanagement,andcontinuousskillsdevelopment.
• Coordinatefieldserviceactivities,helpdeskscheduling,andresourceallocationtoensureadequateclientcoverageandoperationalefficiency.
• Fosteracultureofaccountability,professionalism,customerserviceexcellence,andtechnicalcompetencythroughleadershipandexample.
• Provideguidanceandoversighttotechnicalstaffduringclientengagements,escalations,projects,andonsiteservicedelivery.

Operations&ContinuousImprovement

• Develop,implement,andcontinuouslyimproveservicedeliveryframeworks,supportprocesses,workflows,andoperationalstandards.
• Establishandmaintainbestpracticesfortechnicalsupport,documentation,knowledgemanagement,qualityassurance,andserviceconsistency.
• Monitoroperationalperformancemetricsandrecommendprocess,technology,andstaffingimprovementstoincreaseefficiencyandservicequality.
• Ensureclientdocumentation,knowledgebasearticles,andtechnicalproceduresremaincurrent,accurate,andeasilyaccessibletosupportpersonnel.
• Overseechangemanagementactivities,systemmodifications,technicalimplementations,andpost-completionvalidationtoensuresuccessfuloutcomes.

TechnicalLeadership&EscalationSupport

• Provideadvancedtechnicaltroubleshootingandescalationsupportdirectlyorthroughinternalstaff,vendors,andexternalsubjectmatterexperts.
• Participateincomplextechnicalprojects,infrastructureimprovements,andstrategicclientinitiativesasassigned.
• Ensuretechnicalworkiscompletedtoestablishedstandardsthroughverification,qualitycontrol,andpost-implementationreview.
• Produceandmaintaintechnicaldocumentation,procedures,andinstructionalmaterialsthatsupportoperationaleffectivenessandtechniciansuccess.
• Maintainawarenessofemergingtechnologies,softwareupdates,securitybestpractices,andoperationalriskstosupportinformeddecision-makingandclientsuccess.

PreferredQualifications&ProfessionalAttributes

Theidealcandidatewilldemonstratethefollowingqualificationsandprofessionalcharacteristics:

• HighSchoolDiploma.
• Post-secondarydegreeispreferredbutnotrequired.
• Experiencetroubleshootingtechnologyissuesusingastructuredandmethodicalapproach,includingfamiliaritywiththeOSImodelandindustrytroubleshootingpractices.
• PreviousManagedServiceProvider(MSP)experiencepreferred.
• Twoormoreyearsofexperiencesupportingbusinesstechnologyenvironments.
• Strongorganizational,prioritization,andtimemanagementskillswithattentiontodetail.
• Abilitytoanalyzeproblems,identifyrootcauses,anddeveloppractical,efficientsolutions.
• Commitmenttocontinuouslearning,professionaldevelopment,andprocessimprovement.
• Strongverbalandwrittencommunicationskills,includingtheabilitytocommunicateeffectivelywithtechnicalandnon-technicalaudiences.
• Abilitytocollaborateeffectivelywithteammembersandseekassistancewhenappropriatetoensuretimelyresolutionofclientrequestsandincidents.
• Demonstratedcustomerserviceorientationwiththeabilitytobuildpositiverelationshipsandmaintainprofessionalisminchallengingsituations.
• Abilitytoadapttochangingpriorities,technologies,andbusinessrequirementsinafast-pacedenvironment.
• Abilitytoidentifyopportunitiesforoperational,technical,orserviceimprovementsandcommunicaterecommendationseffectively.
• Demonstratedprofessionalism,accountability,andfollow-throughinmeetingcommitmentsanddeliveringqualitywork.

TheRegionalServiceDelivery&ClientSuccessManagerisexpectedto:

• Completetrainingandbecomeproficientincoreservicedeliveryplatforms,includingRemoteMonitoringandManagement(RMM),ProfessionalServicesAutomation(PSA),andITServiceManagement(ITSM)systems.
• Utilizecompanytoolsandprocessestomanageservicerequests,incidents,documentation,clientcommunications,resourceplanning,servicemetrics,andservicelevelobjectives.
• Participateinclientonboardingandsitevisitstodevelopanunderstandingofassignedclientenvironments,operationalrequirements,keystakeholders,andtechnologyecosystems.
• Developworkingknowledgeofassignedclientsystems,businessprocesses,andsupportrequirementssufficienttoeffectivelyoverseeservicedelivery,escalations,andclientcommunications.
• Buildandmaintaineffectiveworkingrelationshipswithclientrepresentatives,vendors,andinternalteammemberstosupportsuccessfulserviceoutcomes.
• Continuouslyexpandtechnical,operational,andindustryknowledgethroughtraining,self-directedlearning,andpracticalexperience.
• ExemptPosition
• Compensation:$88,000to$132,000annualbasesalary,dependingonskills,experience,education,certifications,internalequity,andbusinessneeds.
• Retirementsavingsplanwithapplicableemployermatchingcontributions.
• Company-sponsoredhealthinsurancebenefits.
• Company-providedtechnologyequipmentandreimbursementofapprovedbusiness-relateddeviceandinternetexpenses.
• Reimbursementofauthorizedtravelandbusinessexpenses.
• Paidtimeoff,includingvacation,sickleave,holidays,andotherapplicableleavebenefits.
• Professionaldevelopmentopportunities,certifications,training,andpotentialtuitionassistance.
• Eligibilityforperformanceincentives,bonusprograms,andachievement-basedrewardswhereapplicable.