Service Delivery Manager
About The Position
WheelHouse IT is seeking a Service Delivery Manager to join our Operations team. This is a vital role focused on the intersection of client satisfaction, process efficiency, and team mentorship. In this position, you will oversee the service lifecycle for approximately 60 clients, ensuring their daily support needs are met while maintaining a high standard of operational excellence across your dedicated team. As a Service Delivery Manager, you are the engine of our service operations. You will balance the tactical requirements of a busy service desk with the strategic needs of our clients, ensuring that every ticket resolved contributes to a stable and secure client environment.
Requirements
- Previous experience within a Managed Service Provider (MSP) environment is a significant plus.
- Proven ability to develop technical talent and manage the "rhythm" of a high-volume service desk.
- Strong familiarity with ticketing platforms and service metrics; you know how to use data to drive team performance.
- Comfortable leading business reviews and discussing hardware lifecycles and security best practices with client stakeholders.
Nice To Haves
- Previous experience within a Managed Service Provider (MSP) environment
Responsibilities
- Maintain high-level oversight of the ticketing system.
- Monitor queues to ensure SLAs are met, identify recurring technical trends, and resolve bottlenecks to keep service flowing smoothly.
- Act as a mentor and coach for the technical team.
- Be responsible for team member development, performance reviews, and fostering a culture of accountability and continuous learning.
- Act as the primary operational contact for 60 clients.
- Conduct regular strategic business reviews to ensure their technology remains aligned with their evolving business goals.
- Collaborate with the Operations team to refine service delivery workflows, ensuring infrastructure stability and security compliance across your portfolio.
- Bridge the gap between client business needs and technical execution, translating complex IT requirements into clear, actionable roadmaps.
Benefits
- 401K with company match
- Company provided mobile phone
- Competitive salary based on experience and qualifications
- Health, vision, and dental benefits included
- Performance-based incentives
- Generous bonus levels
- Full on the job training & support
- Fun working environment and culture
- Great opportunity for advancement
- PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
