Service Delivery Manager

Coretelligent

14d•$90,000 - $120,000•Remote

About The Position

At Coretelligent, we take ownership of the technology our clients rely on every day. We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence. Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust. We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.