Bowman Williams ยท 1 week ago
Senior Service Delivery Manager
New York, NY
Full-time
Hybrid
Mid, Senior Level
$125K/yr - $150K/yrBowman Williams is a growing Managed Services Provider in New York City, seeking a Service Delivery Manager with a clear path to Director of Service Delivery. The role focuses on owning service delivery operations, scaling a high-performing service desk, and acting as a strategic partner to executive leadership, without hands-on technical responsibilities.
Office AdministrationRecruitingStaffing Agency
Responsibilities
Own and run service delivery operations across the MSP
Ensure SLAs, response times, and client expectations are consistently met or exceeded
Lead, coach, and hold the service desk team accountable
Drive operational efficiency, process improvement, and scalability
Proactively identify risks and resolve issues before they impact clients
Manage escalations with confidence and professionalism
Implement change management initiatives without disrupting service
Create and refine SOPs, workflows, and service metrics
Report on KPIs, performance trends, and improvement initiatives
Qualification
Required
Prior MSP experience in a service delivery or leadership role
Strong command of SLA management and service desk operations
Proven ability to lead teams, manage escalations, and improve performance
Process-driven mindset with experience implementing SOPs and change
Preferred
Cybersecurity exposure (EDR, MDR, SOC environments)
ITIL or service delivery frameworks
Experience managing hybrid or remote teams
KPI reporting and service analytics
Benefits
Performance-based bonuses tied to SLAs, client satisfaction, and operational outcomes
Additional upside as the role grows into Director of Service Delivery
Company
Bowman Williams
Bowman Williams is a staffing firm for IT managed and cloud service providers.
Founded in 2009
11-50 employees
Funding
Current Stage
Early StageLeadership Team
John Davenjay
CEO
Company data provided by crunchbase