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Service Delivery Manager

3 months ago

Slidell, United States In-Telecom Full time

Company Overview:

In-Telecom (ITC) is a full-service technology company which provides customized solutions for Advanced Cyber Solutions, Enterprise/Cloud IT Services, and Managed IT/Security Services to State, Municipal, and Commercial clients. ITC was named as an INC. 5000 fastest growing company (3 years in a row), and as “Top Workplaces” of 2022 in the Greater New Orleans region by Times Picayune. ITC is known for crushing technology challenges while providing an exceptional client experience. As a company, ITC feels strongly about supporting the community, its businesses, and non-profits. We have a motto of WIN-WIN-WIN: when the Client Wins, In-Telecom Wins, and the Community Wins as we give back and support local organizations via donations, events, and investing locally. Employees enjoy an active, fun, fast-paced environment and meet our core values of Endurance, Taking Ownership, Integrity & Transparency, and Win, Win, Win. Our culture empowers individuals to develop their careers in a direction that makes them happy, rewards innovative excellence and embraces an inclusive environment.


Position Summary:

The Service Delivery Manager (MSP) will oversee the delivery and performance of our managed IT services, ensuring the highest level of client satisfaction and operational efficiency. This role involves managing a team of technicians, coordinating with clients, and maintaining service quality standards. The Service Delivery Manager (MSP) will act as the primary point of contact for clients, handling escalations, and ensuring timely resolution of issues. The ideal candidate will possess strong leadership skills, technical expertise, and a proactive approach to service management. This position will have a real time scorecard (KPI’s) for the service team that is pivotal in managing a hyper growth team. In addition, this position has the potential to earn up to $110,000 per year due to a performance-based bonus structure. Compensation includes the base salary, performance bonus and cell phone allowance.


Duties & Responsibilities:

  • Directs and oversees the service activities of the department.
  • Monitors and Manages service level agreements (SLA’s) to ensure targets are met or exceeded.
  • Executes the business plan, achieving or exceeding planned objectives.
  • P&L objectives of departments.
  • Owns service team scorecard and leverages it to proactively identify issues.
  • Leads, manages, and holds the team accountable for achieving agreed-upon commitments.
  • Resolve issues quickly and effectively - seeing real problems, being comfortable with conflict, and solving the problems in a practical and healthy manner.
  • Ensures that all employees abide and adhere to the company’s core processes and operating system with consistency.
  • Driving the company’s service capabilities to surpass customer satisfaction and retention, and company goals.
  • Controls service budget to ensure that the company has all the resources required to meet its objectives.
  • Develop and maintain documentation for standard operating procedures and best practices
  • Generate and Analyze service performance reports to identify trends and areas for improvement
  • Provide regular updates to leadership on service delivery performance and client satisfaction


Minimum Qualifications:

  • 5+ years of leadership experience in a service driven business, ideally Managed Services.
  • Bachelor's degree in business administration or related field.
  • A broad mix of start-up to medium-sized companies is preferred.
  • Collaborative nature as demonstrated by management experience across multiple departments and disciplines.
  • Highly analytical; able to make data-driven decisions and establish effective metrics. Leadership skills, with steadfast resolve and personal integrity.
  • A “player-coach” who can both manage teams and get into the weeds when necessary.
  • A solid grasp of data analysis and performance metrics.
  • Ability to diagnose problems quickly and have foresight into potential issues.
  • Proven experience in a multi-client fast-paced environment is a plus.
  • Track record of success leading high-performing teams and achieving aggressive company and business objectives.
  • Experience in help desk environment.


Employee Attributes:

  • Self-motivated, result driven with initiative to innovate, change or develop old ideas into new opportunities.
  • Strong leadership skills.
  • Organized, meticulous, and confident.
  • Outstanding written and verbal communication skills.
  • Excellent business acumen and relentless to grow professionally and financially.
  • Strong analytical and interpersonal skills.
  • Ability to make decisions under pressure and solve problems accurately and quickly.
  • Flexible and open to changing priorities in a fast-paced environment.
  • Passion for the company’s mission and making a difference.


In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.