Service Delivery Manager

SUMMARY

We are seeking a Service Delivery Manager to oversee the
technical documentation and operational health of a portfolio of client
accounts. This role is responsible for maintaining accurate asset,
configuration, and workflow documentation, ensuring records remain current and
reliable. For larger accounts, you will partner with Account Managers by
validating technical reviews, supporting quote preparation, and providing key
reporting insights. For smaller accounts, you will take full ownership of the
client relationship. This opportunity is ideal for someone who is highly
organized, proactive, and enjoys driving consistency, accountability, and
operational excellence behind the scenes.

JOB
RESPONSIBILITIES

• Keep technical
  account documentation current in ITGlue, including assets, configurations,
  license and hardware records, and customer workflows, logged within 24 hours.
  
• On accounts with an
  assigned Account Manager, support them by validating the technical information
  in Comprehensive Technology Reviews. On accounts you own directly, complete and
  deliver the review to the customer yourself.
  
• Track license and
  hardware renewals for your accounts. On smaller accounts, you own securing the
  renewal yourself. On larger accounts, you hand off clean renewal data to the
  Account Manager.
  
• Assist with hardware
  and software quote creation and sending as needed.
  
• Review open support
  tickets for your accounts and own escalations when something needs extra
  attention.
  
• Provide the data
  Account Managers need for their Quarterly Business Reviews, including service
  delivery performance, issue trends, and software/hardware lifecycle management.
  
• On accounts below
  $500 MRR, own the full customer relationship directly, including account health
  tracking, NPS outreach, and Success Cycles.
  
• Partner with your
  regional Account Manager on larger accounts, acting as their operational
  support, not the reverse.
  

QUALIFICATIONS

• Experience
  in account management, service delivery, customer success, or another
  client-facing operations role.
  
• Strong
  organizational skills. You will manage a large portfolio of accounts and need
  to keep priorities straight.
  
• Comfort
  working in a CRM, IT documentation, or client success platform. ITGlue and
  ConnectWise experience is a plus.
  
• Clear
  communicator, both with customers and internally with your team.
  
• Background
  in managed IT services or the MSP industry is a plus.
  
• Experience
  supporting or working alongside a sales or account management team is a plus.
  

JOB
REQUIREMENTS

• Should be
  willing to accept a long-term work-from-home arrangement.
  
• Should be
  amenable to a permanent night shift schedule.