Service Delivery Manager

Culture Fits•Phoenix, AZ

4d•Hybrid

About The Position

The Service Delivery Manager (SDM) owns the day-to-day execution of IT service delivery, ensuring clients receive consistent, high-quality support while internal teams operate efficiently and with accountability. This role bridges technology, people, and process, operating within an EOS® environment to drive clarity, traction, and continuous improvement. The ideal candidate is technically fluent, operationally disciplined, and leads with a servant-leader mindset; someone who can see when things arent working, fix the system, and support the team in doing their best work.

Requirements

5+ years of experience in IT service delivery, service desk management, or MSP operations
Strong working knowledge of: Halo PSA (ticketing, workflows, reporting) NinjaOne / NinjaRMM
Proven ability to lead teams with accountability while maintaining morale and culture
Technically fluent enough to assess service quality, escalation paths, and operational health
Experience operating within structured frameworks (EOS®, ITIL, or similar)
Service Delivery

Nice To Haves

Experience scaling or managing growing service teams
ITIL Foundation or equivalent service management certification
MSP background supporting multiple clients and environments
Familiarity with EOS roles, scorecards, and quarterly planning

Responsibilities

Own daily service delivery across all clients, ensuring SLAs/SLOs are met or exceeded.
Manage service workflows and ticket lifecycle using Halo PSA, ensuring accurate prioritization, escalation, and documentation.
Leverage NinjaOne (NinjaRMM) for monitoring, alerting, patching, and proactive remediation.
Identify recurring issues, trends, and risks; implement guardrails to prevent repeat incidents.
Ensure escalations are handled consistently and professionally, with clear communication to clients and leadership.
Operate service delivery within EOS®, aligning with: Rocks, scorecards, and Level 10 priorities Clear ownership and accountability Documented processes and IDS (Identify, Discuss, Solve)
Lead weekly escalation and service review discussions: What went wrong Why it happened What we will change so it doesnt happen again
Track and improve KPIs including ticket volume, MTTR, SLA compliance, CSAT, and technician utilization.
Ensure SOPs and knowledge base documentation are current, usable, and enforced.
Lead, mentor, and develop service desk and technical staff through accountability, coaching, and support.
Promote a culture of ownership: say it, do it, own it.
Lead by example: be present, reliable, and willing to jump into tickets when needed.
Balance trust and verify—empowering the team while ensuring standards are met.
Foster open, blame-free conversations focused on learning and improvement.
Act as an escalation point for service delivery issues, ensuring timely resolution and clear communication.
Build trust with clients by aligning service delivery to business outcomes.
Participate in service reviews and internal planning to ensure expectations are set and met.
Proactively identify issues before customers feel them.