Senior Service Delivery Manager

2 months ago

Houston, United States Bowman Williams Full time

As one of the fastest-growing Managed Service Providers, we proudly serve a diverse range of SMB clients, including medical practices, insurance companies, financial institutions, and nonprofits. Our service offerings span Managed Services, IT Consulting, Cybersecurity, and Cloud Solutions, providing a dynamic and rewarding work environment.


The Service Manager is a high-performing IT service operations leader, known for being self-motivated, proactive, flexible, and quick-thinking. This individual excels at managing multiple priorities to ensure the efficient and consistent delivery of high-quality IT services. Overseeing a team of around 15 Level 1 to Level 3 technicians, the Service Manager combines technical expertise, client service excellence, and leadership skills. This role requires strong judgment, a positive attitude, and a results-oriented approach to service clients and the team.


At our company, we value work-life balance and prioritize the well-being of our employees. We believe in fostering career growth, offering clear paths for advancement, regular salary increases, and covering certification costs upfront to help you stay ahead in the industry. If you have experience working for an MSP and are eager to gain more backend system administration exposure, this is an ideal opportunity to rapidly progress your career in a supportive and thriving environment.


Responsibilities:

  • Ensure excellent service delivery that meets or exceeds client expectations.
  • Manage the service team, prioritize tasks, escalations, and emergencies, resolving issues promptly.
  • Oversee client satisfaction through regular meetings and occasional site visits.
  • Coordinate with the Project Manager on new client onboarding and project statuses.
  • Provide accurate reports and metrics, including KPIs and CSAT data.
  • Lead and develop the IT team, providing mentorship, training, and performance evaluations.
  • Foster a collaborative work environment and ensure efficient service processes.
  • Stay current with industry trends and assist in implementing new technologies.


Requirements:

  • Experience working for a Managed Service Provider (MSP) - must have requirement
  • Experience with KPI Tracking and SLA Management: Proven ability to monitor and manage key performance indicators (KPIs), such as SLA adherence, response times, ticket resolution, and customer satisfaction metrics.
  • Strong Client Relationship Management: Experience serving as the primary point of contact for escalations and conducting regular client reviews to assess performance and satisfaction.
  • Team Leadership and Development: Demonstrated ability to manage and lead a team of engineers and support staff, ensuring high performance and continuous development.
  • Experience with MSP Tools: Familiarity with common MSP tools (e.g., ConnectWise, Autotask, SolarWinds) for managing service delivery, monitoring, and reporting.


Benefits:

  • Quarterly performance-based bonuses
  • Comprehensive health, dental, vision, life, and pet insurance
  • Flexible Spending Account
  • 20 PTO days + holidays
  • 401k plan with company match after 1 year of service
  • Annual profit-sharing bonus
  • Free office snacks and beverages
  • Reimbursement of business expenses
  • Professional development and training opportunities

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