Harbor IT · 1 day ago
Service Delivery Manager
United States
Full-time
Remote
Senior Level
$90K/yr - $112K/yr
5+ years expHarbor IT is a leading Managed Service Provider specializing in Cybersecurity, IT, and Cloud Services. The Service Delivery Manager will oversee the successful delivery of managed services and support operations, acting as the primary operational liaison between clients and internal teams to ensure high service levels and customer satisfaction.
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Hiring Manager
Micah Ralph
Responsibilities
Own the client service experience: Manage the relationship and service quality for an assigned group of clients
Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives
Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily
Support onboarding of new clients by coordinating service handover from projects to operational support
Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations
Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements
Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction
Manage client communications during major incidents, planned maintenance, and other impactful events
Mentor and coach technical staff in customer service best practices and operational excellence
Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments
Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods
Support financial management by monitoring service hours, contract compliance, and out-of-scope requests
Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them
Qualification
Required
Bachelor's degree in Information Technology, Business Management, or a related field (or equivalent work experience)
5+ years in IT service management, service delivery, or account management, preferably within an MSP environment
Strong understanding of ITIL framework and service management principles
Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity
Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able)
Ability to interpret technical information and explain it to non-technical stakeholders
Strong understanding of SLA management, incident escalation, and problem management processes
Excellent communication and interpersonal skills, both written and verbal
Strong organizational and project management abilities
Client-first attitude with a focus on building trust and long-term partnerships
Ability to remain calm and focused under pressure
Problem-solving mindset with a proactive approach to continuous service improvement
Leadership qualities, with the ability to motivate and coordinate cross-functional teams
Preferred
ITIL v4 Foundation (required or willingness to obtain within 6 months)
PMP, CSM, or other project/service management certifications (a plus)
Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude
Company
Harbor IT
We are not merely a provider that handles firewalls and answers calls.
201-500 employees
H1B Sponsorship
Harbor IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
Funding
Current Stage
Growth StageTotal Funding
$37M2006-09-11Acquired
2005-03-03Series C· $37M
Leadership Team
Greg Bertschmann
CEO & President
Michael Sullivan
Chief Operating Officer
Company data provided by crunchbase