Service Delivery Manager — MSP Environment

Bowman Williams; Santa Fe Springs (CA); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Health, Dental, Vision

401(k) with 4% Match

Life Insurance

Generous PTO, Paid Holidays & Sick Days

Mileage & Certification Reimbursement

Semi-Annual Performance Reviews

Access to Industry Events & Professional Growth

Job summary

A leading Managed Services Provider is seeking a Service Delivery Manager to enhance client experiences and optimize operations. The role involves team leadership, quality control, and strategic reporting, all within a supportive, people-first culture. Join a company that values innovation and employee happiness while driving performance in a dynamic environment.

Qualifications

• Experience in a Managed Services Provider environment.
• Proficiency in Autotask or similar PSA tools.
• Strong team leadership and process optimization skills.

Responsibilities

• Lead service delivery and ensure SLAs are met.
• Audit service tickets for quality and efficiency.
• Mentor and train Tier 1 & Tier 2 staff.

Skills

Service Delivery Leadership

Quality Control

Team Performance

Process Improvement

Client Engagement

Tool & Vendor Management

Reporting & Strategy

MSP Experience

Autotask or Similar PSA Proficiency

Team Leadership

Process Optimization Mindset

Job description

Service Delivery Manager — MSP Environment

Service Delivery Manager — MSP Environment

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Service Delivery Manager — MSP Environment

Location: Onsite | Santa Fe Springs, CA 90670

Compensation: $120,000 + Full Benefits + Bonuses

Are you a service delivery leader ready to drive performance, shape client experiences, and scale operational excellence in a fast-moving MSP?

We’re a 23-year-strong Managed Services Provider, known for our tight-knit, family-like team culture and dedication to delivering next-gen IT and cybersecurity solutions. As we grow, we’re looking for a Service Delivery Manager to lead from the front — optimizing systems, mentoring techs, building strong client relationships, and making sure nothing falls through the cracks.

This role is perfect for someone who thrives in high-accountability environments, enjoys solving operational puzzles, and wants to be part of a company that truly values people over process.

What You’ll Own:

• Service Delivery Leadership: Ensure ticket SLAs are met, escalations are handled swiftly, and clients are consistently impressed
• Quality Control: Audit service tickets for accuracy, resolution quality, and time efficiency
• Team Performance: Hire, train, and mentor Tier 1 & Tier 2 staff; conduct regular reviews and lead team meetings
• Process Improvement: Develop SOPs, streamline workflows, and ensure compliance with internal and external standards
• Client Engagement: Act as the escalation point for top clients — build trust and deliver white-glove service
• Tool & Vendor Management: Oversee PSA, RMM, and EDR platforms (Autotask preferred), and maintain vendor relationships
• Reporting & Strategy: Track KPIs, resolve billing issues, manage contracts, and support long-term operational scaling

What You Bring:

• MSP Experience: You’ve worked in a Managed Services Provider and understand the fast-paced, multi-client environment
• Autotask or Similar PSA Proficiency: You know how to monitor workflows, track metrics, and spot inefficiencies before they snowball
• Team Leadership: Proven ability to grow talent, deliver feedback, and keep the service desk aligned and accountable
• Process Optimization Mindset: You’re always thinking about how to improve tools, systems, and service quality

Why This Role Stands Out:

• Established Yet Evolving: With 23 years of proven success and a hunger for innovation, you’ll have the freedom to shape our next chapter.
• Culture That Cares: Regular culture conversations, milestone celebrations, and a genuine focus on employee happiness.
• Tech with Heart: We proudly support diversity — with 38% of our tech team identifying as women — and believe inclusion drives better results.
• Health, Dental, Vision (multiple providers to fit your lifestyle)
• 401(k) with 4% Match
• Life Insurance
• Generous PTO, Paid Holidays & Sick Days
• Mileage & Certification Reimbursement
• Semi-Annual Performance Reviews
• Access to Industry Events & Professional Growth

If you're ready to lead a talented team, shape delivery processes, and grow your leadership career in a people-first MSP — we want to meet you.

Apply now and help us raise the bar for IT services in Southern California.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Bowman Williams by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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