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.