Service Delivery Manager

Inspiroz•Philadelphia, PA

1d•Hybrid

About The Position

ACS International Resources (ACS) / Inspiroz is seeking a dedicated, detail-oriented Service Delivery Manager (SDM) to join our service delivery management team. As an SDM, you will play a crucial role in leading and ensuring the successful delivery of our IT services to our schools and corporate clients. Working under the supervision of our Director of Service Delivery, you will interact regularly with our remote technical support team, on-site technicians, and various key client contacts. This role requires travel within territory 35% of the time. ACS, parent to Inspiroz, has been providing IT services and consulting for 30 years with great success. Principal offerings today include providing strategic advice, IT infrastructure services, and affordable, fully-staffed 24/7/365 IT support and remote monitoring services. ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we created Inspiroz to fully focus our work on K-12 education. Inspiroz is unique in that we focus our work on charter schools, and we understand what is needed to create and maintain an IT environment that allows teachers and leaders to drive student outcomes and operational excellence. Inspired by our core values of: Be Courageous, The Extra Mile, Today, Not Tomorrow, and Communicate, Communicate, Communicate we excel in serving our partners and adapting to their ever-changing technology needs.

Requirements

At least 5 years of experience in a client and team management position.
Demonstrated experience leading teams and providing technical oversight to a team.
Knowledge of ITSM Tools (ConnectWise preferred) and ITIL best practices/framework
Knowledge of Windows, Chrome and MAC O\S
Knowledge of Active Directory
Knowledge of Networking equipment and concepts
Knowledge of Hardware repairs and installations
Excellent customer service skills
Excellent leadership skills
Excellent relationship-building skills
Excellent verbal and written communication skills
Extensive knowledge of the IT industry and previous MSP experience
Ability to consistently communicate with Clients – outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
Ability to communicate technical concepts to technical and non-technical users.
Ability to adapt and implement new procedures and systems effectively.
Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

Responsibilities

Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams.
Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues).
Build and maintain strong relationships with client stakeholders and manage expectations effectively.
Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations
Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites.
Provide high-quality customer service and support through strong team coaching, accountability, and performance management.
Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges.
Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency.
Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures.
Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality.
Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards.
Participate in hiring decisions for STS/BTS as needed.
Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams.
Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work.
Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes.
Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner.
Coordinate and support project planning, scheduling, and execution with remote and onsite teams.
Identify and implement practical operational improvements to enhance service delivery and team effectiveness.