IT Service Delivery Manager

Lead day-to-day service delivery for a portfolio of managed services clients, ensuring SLA compliance, client satisfaction, and operational excellence. Open to California residents only. Remote work must be done from within California. You'll own the operational relationship with your assigned clients, ensuring SLAs are met and escalations are resolved quickly. Your typical day includes service reviews, coordinating with infrastructure and security teams on tickets, and identifying ways to expand services-all while keeping clients informed and confident in AdVran's delivery. About AdVran AdVran is a Southern California managed IT and cybersecurity provider serving businesses from Anaheim to San Diego. This role supports our network infrastructure and managed IT delivery teams. Manage service delivery for assigned client accounts, serving as the primary operational contact Monitor SLA performance and drive continuous improvement in service quality Coordinate across infrastructure, security, and help desk teams to resolve escalations Conduct regular service reviews with clients and present operational reports Identify opportunities to expand services and improve client outcomes Manage onboarding of new clients through the delivery lifecycle What we're looking for 5+ years in IT service management, MSP operations, or IT leadership Experience with ITIL frameworks and ticketing systems (ConnectWise, Autotask, or similar) Strong client relationship management and communication skills Understanding of managed security services, compliance, and cloud infrastructure ITIL certification preferred Competitive salary with annual review Remote-first with flexible schedule Health, dental, and vision coverage Professional development and certification reimbursement Paid time off and company holidays About working at AdVran What you should know before applying for the IT Service Delivery Manager role AdVran is a managed IT and cybersecurity services provider headquartered in Anaheim, California. Our clients are small and mid-sized businesses across Southern California in healthcare, financial services, legal and professional services, aerospace and defense, manufacturing, education, real estate, and non-profit. We operate as a single accountable team for our clients' IT and security, which means the work spans help desk, infrastructure, identity, endpoint protection, SOC monitoring, incident response, and compliance for frameworks like HIPAA, SOC 2, CMMC, PCI DSS, FINRA, NIST 800-53, and ISO 27001. Whatever role you join, you will be working directly with the people running these systems, not abstracted from them through layers of process. How we work AdVran runs on documentation, clear ownership, and predictable cadences. Every client has a written runbook for their environment, a named primary engineer, a named technical account manager, and a quarterly business review schedule. Engineers are expected to communicate in plain language with non-technical owners, write things down so the next person on the rotation can pick up where they left off, and bring evidence to internal post-mortems instead of opinion. We do not operate a paging culture of constant interruption: incidents have defined severities, scheduled change windows, and an on-call rotation rather than a 24/7 expectation across the whole team. We invest in tooling and automation so the team can focus on judgment calls instead of repetitive ticket churn. Compensation, benefits, and growth Salaries are calibrated against the Southern California market for managed services and security roles, and posted ranges reflect actual offer windows rather than ceilings nobody hits. Benefits include medical, dental, and vision coverage, a 401(k) plan with company match, paid time off including holidays and floating personal days, paid certification budgets for relevant industry certifications such as those from Microsoft, Cisco, CompTIA, ISC2, ISACA, and the SANS Institute, and a hybrid working arrangement that combines remote work with on-site time at the Anaheim office and at client sites in the Remote / Hybrid area as the work requires. We promote from within wherever possible: technical engineers move into architecture and consulting roles, account managers grow into client partnership leadership, and analysts step into senior security positions. Application and interview process Applications are reviewed by the hiring manager directly. After an initial screen, the process typically includes a technical or scenario-based conversation with the team you would be working with, a discussion with the leader of the department on how the role connects to the business, and a final meeting with leadership for cultural and values alignment. We try to give every candidate a decision within two weeks of the first conversation. If the IT Service Delivery Manager role is not quite the right fit, we keep candidate information on file with your consent and reach out when an adjacent role opens. #J-18808-Ljbffr AdVran Inc.