Service Delivery Manager (MSP)

TL;DR

Service Delivery Manager (MSP): Managing a portfolio of managed services clients to ensure exceptional service delivery and long-term retention with an accent on operational oversight and strategic client relationship management. Focus on developing Client Health Plans, leading executive business reviews, and coordinating cross-functional teams to resolve complex escalations.

Location: Remote (United States)

Salary: $90,000 - $120,000

Company

hirify.global provides secure, dependable IT environments for highly regulated organizations through managed IT, cybersecurity, and cloud strategy.

What you will do

• Serve as the primary post-sale relationship owner for a portfolio of managed services clients, engaging both technical and executive stakeholders.
• Coordinate across Service Desk, Engineering, Projects, and Cybersecurity teams to ensure a seamless client experience.
• Develop and maintain Client Health Plans, account roadmaps, and ongoing service strategies to improve client outcomes.
• Lead recurring service reviews and executive business reviews aligned with client business objectives.
• Own service escalations from initiation through resolution, ensuring timely communication and clear expectations.
• Identify operational improvements, technology recommendations, and service enhancements to expand client value.

Requirements

• 3–7+ years of experience in Managed Services (MSP), Service Delivery, Technical Account Management, or IT Operations.
• Must be based in the United States.
• Proven experience managing a client portfolio and building trusted relationships with executive leadership.
• Deep understanding of service operations, ticket lifecycles, SLAs, and escalation management.
• Ability to interpret Statements of Work (SOWs) and align client expectations with actual service delivery.
• Experience with ITSM/CRM platforms such as ServiceNow, ConnectWise, Autotask, or Salesforce.

Nice to have

• ITIL Foundation certification or similar service management experience.
• Technical understanding of cloud services, cybersecurity, and Microsoft technologies.

Culture & Benefits

• Comprehensive health coverage: Health, Dental, Vision, FSA, HSA, and HRA.
• Financial and security benefits including 401k, life insurance, and disability insurance.
• Flexible work-life balance with flexible vacation, sick days, and a day off for your birthday.
• Professional growth through learning and development opportunities.
• Well-being support including a $100 well-being allowance and various wellness perks.

Hiring process

• The company utilizes AI-assisted tools for interview note-taking and documentation.
• Final candidate assessments and hiring decisions are made exclusively by the human hiring team.