We are seeking an experienced Mid-Market Service Delivery Manager to oversee the delivery of managed IT services for a portfolio of mid-market clients. This role is responsible for driving operational excellence, client satisfaction, team performance, and strategic account growth across multiple client environments. The ideal candidate will have a strong Managed Services Provider (MSP) background and experience managing complex client relationships, service delivery teams, and multi-site engagements. This position serves as a key liaison between executive client stakeholders, internal leadership, account management, and technical teams to ensure service commitments are met while aligning IT services with each client’s business objectives.
Hybrid in Delray Beach, FL (relocation assistance available if not already local)
Key Responsibilities
Client Relationship Management
• Serve as the primary service delivery leader for two assigned markets consisting of approximately 8–10 mid-market clients.
• Manage client environments supporting several hundred end users per client, with an overall portfolio exceeding 200+ users across multiple organizations.
• Develop trusted advisor relationships with client executives and operational leaders.
• Lead regular client-facing meetings, including weekly operational cadence meetings, service reviews, and strategic planning discussions.
• Partner with Account Managers and client stakeholders to ensure alignment between business goals and service delivery outcomes.
• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs), presenting service performance, strategic initiatives, risk mitigation plans, and technology roadmaps.
Service Delivery Leadership
• Own overall service delivery performance, client satisfaction, service quality, and operational effectiveness across assigned accounts.
• Collaborate closely with client CIOs and executive stakeholders to communicate vision, priorities, and strategic initiatives.
• Monitor service metrics, KPIs, SLAs, and client health indicators to proactively identify opportunities and risks.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.
• Ensure consistent execution of service management processes and best practices.
Team Leadership
• Provide leadership and direction to two direct-report Service Supervisors.
• Indirectly lead and influence a service delivery organization of approximately 30–40 technical professionals.
• Coach supervisors on performance management, resource planning, team development, and operational execution.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement.
• Partner with leadership to ensure staffing levels and team capabilities align with client needs and growth objectives.
Strategic Planning & Collaboration
• Work cross-functionally with executive leadership, account management, technical operations, and project teams to ensure successful delivery of services.
• Participate in strategic account planning and client growth initiatives.
• Help identify opportunities for service enhancements, process improvements, and additional value-added solutions.
• Support escalation management and ensure timely resolution of client concerns.
Qualifications
Required Experience
• 5+ years of experience in Service Delivery Management, Client Success, Operations Management, or similar leadership roles within a Managed Services Provider (MSP) environment.
• Proven experience managing multiple mid-market client relationships simultaneously.
• Experience overseeing service delivery teams in a multi-client managed services environment.
• Strong client-facing presentation and communication skills, including experience leading executive-level business reviews.
• Demonstrated success managing managers, supervisors, or team leads while influencing larger indirect teams.
Preferred Qualifications
• Experience working alongside CIOs, IT Directors, and executive business stakeholders.
• Strong understanding of managed IT services, service operations, and client lifecycle management.
• Familiarity with ITIL principles, service management frameworks, and KPI/SLA reporting.
• Experience supporting organizations with several hundred end users across multiple locations.
• Bachelor’s degree in Business, Information Technology, Management, or related field preferred.
What Success Looks Like
• High client satisfaction and retention across assigned accounts.
• Consistent achievement of service level objectives and operational KPIs.
• Strong partnerships with client executives and internal stakeholders.
• Effective leadership of supervisors and indirect teams.
• Successful execution of quarterly and annual business reviews that drive strategic value for clients
Location: , ,
Salary: 130000 – 140000
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