Service Delivery Manager

Coretelligent, LLC.; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Observed company holidays

Birthday day off

Flexible vacation and sick days

Spot bonuses for excellence

Community and social events

Learning and development

Flexible working life

$100 well-being allowance

Health & wellness perks

Job summary

Coretelligent, LLC. is seeking a Service Delivery Manager to act as the operational quarterback for a portfolio of managed services clients. You will coordinate across service delivery, engineering, security, projects, and leadership to deliver a seamless client experience.

Ideal candidates have 3–7+ years in MSP or similar roles, strong communication skills, and a proven ability to drive service improvements while maintaining contract alignment and client satisfaction.

Qualifications

• 3–7+ years in Managed Services or a similar client-facing technology role.
• Experience managing a portfolio of clients with technical and executive stakeholders.
• Strong understanding of service operations, ticket lifecycle, escalations, and SLAs.
• Ability to interpret contracts and ensure alignment with service delivery.
• Excellent communication and relationship-building skills.

Responsibilities

• Serve as the primary post-sale relationship owner for managed services clients.
• Coordinate across Service Desk, Engineering, Projects, and other teams to ensure service delivery.
• Develop and maintain Client Health Plans and account roadmaps.
• Monitor account health through tickets, metrics, and feedback to identify risks and opportunities.
• Lead recurring service reviews, executive business reviews, and strategic planning.
• Own service escalations from initiation through resolution.
• Review client environments for operational improvements and technology recommendations.
• Partner to develop retention strategies and continuous improvement initiatives.
• Ensure services align with SOWs and SLAs, with accurate documentation in systems.

Tools

ServiceNow

ConnectWise

Autotask

Salesforce

Job description

What We’re Looking For

At Coretelligent, our Service Delivery Managers are strategic partners who ensure clients receive exceptional service, proactive guidance, and measurable value from their managed services investment. As the primary post-sale relationship owner, you’ll serve as the operational quarterback for an assigned portfolio of clients, partnering across service delivery, engineering, security, projects, and leadership to deliver a seamless client experience.

This role blends client relationship management, operational oversight, and strategic planning. You’ll monitor account health, lead service reviews, manage escalations, identify opportunities for continuous improvement, and drive long-term client retention while ensuring contracted services are delivered effectively.

The ideal candidate understands the pace and complexity of an MSP environment, communicates confidently with both technical and executive stakeholders, and enjoys solving problems through collaboration, accountability, and proactive client engagement.

Remote (U.S) | Exempt | Reports to Manager, Service Delivery

What You’ll Do:

• Serve as the primary post-sale relationship owner for an assigned portfolio of managed services clients, building trusted relationships across technical and executive stakeholders.
• Own the overall client experience by coordinating across Service Desk, Engineering, Projects, CoreArmor, Field Services, and other internal teams to ensure successful service delivery.
• Develop and maintain Client Health Plans, account roadmaps, and ongoing service strategies that improve client outcomes and strengthen long-term partnerships.
• Monitor account health through ticket trends, service metrics, escalations, client feedback, and operational dashboards to proactively identify risks and opportunities.
• Lead recurring service reviews, executive business reviews, and strategic planning conversations aligned to each client’s business objectives.
• Own service escalations from initiation through resolution, ensuring timely communication, clear expectations, and successful outcomes.
• Review client environments to identify operational improvements, technology recommendations, service enhancements, and opportunities to expand the value Coretelligent delivers.
• Partner with leadership to develop retention strategies, recovery plans for at-risk accounts, and continuous improvement initiatives across the client portfolio.
• Ensure contracted services are delivered in alignment with Statements of Work (SOWs), service level agreements (SLAs), and client expectations.
• Maintain accurate account documentation, health plans, reporting, and client activity within ServiceNow, CRM, and other operational platforms.
• Contribute to process improvements, documentation standards, and operational best practices that enhance both the client and employee experience.

What You Bring to the Table:

• 3–7+ years of experience in Managed Services (MSP), Service Delivery, Technical Account Management, Customer Success, IT Operations, or a similar client-facing technology role
• Experience managing a portfolio of clients while building trusted relationships with technical teams, operational stakeholders, and executive leadership.
• Strong understanding of managed services delivery, including service operations, ticket lifecycle, escalation management, SLAs, and client health management.
• Ability to interpret contracts, Statements of Work (SOWs), and service commitments while ensuring client expectations remain aligned with service delivery.
• Strong business acumen with the ability to identify operational improvements, mitigate risk, and proactively strengthen long-term client relationships.
• Excellent communication, presentation, and relationship-building skills with the ability to confidently engage both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities, adapt to changing business needs, and remain organized within a fast-paced, high-touch client environment.
• Experience partnering cross-functionally with engineering, service delivery, projects, cybersecurity, and leadership teams to drive successful client outcomes.
• Experience with ServiceNow, ConnectWise, Autotask, Salesforce, or similar IT service management (ITSM) and CRM platforms preferred.
• Technical understanding of infrastructure, cloud services, cybersecurity, Microsoft technologies, and managed IT environments strongly preferred.
• ITIL Foundation certification or similar service management experience is a plus.

What We Bring to the Table:

Salary Range

The reasonably expected annual base compensation range for this position is $90,000 - $120,000. This range reflects the minimum and maximum targets for new hires across all U.S. Within the range, individual compensation is determined by job-related skills, experience, geographic location and applicable state or local laws.

Commission Eligibility

This role may also be eligible for commission under Coretelligent’s sales compensation plan.

Benefits

Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.

Perks

Observed company holidays, including a day off on your birthday, flexible vacation, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 well-being allowance, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment

Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves.

We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to [e-mail] for necessary arrangements.

Recruitment Process & Candidate Privacy:

Coretelligent is committed to a fair and transparent hiring process. As part of this, we use AI-assisted tools to support interview note-taking and documentation. These tools are used solely to assist our team and do not evaluate candidates or make hiring decisions. All candidate assessments and final decisions are made by our hiring team.

We are committed to using technology responsibly and maintaining an equitable process. If you prefer not to have AI-assisted note-taking during your interview, please let us know and we are happy to accommodate.

In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age.

If you are a California resident, you have certain rights under the California Consumer Privacy Act (CCPA); please review our CCPA Notice for California Residents here for more information on how we collect and use your personal information.

Additional Information:

E ** -Verify ** www.dhs.gov/E-Verify **

For information about the right to work, click here for English or here for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.

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