Service Delivery Manager

Job Description

Job Description

WheelHouse IT is seeking a Service Delivery Manager to join our Operations team. This is a vital role focused on the intersection of client satisfaction, process efficiency, and team mentorship.

In this position, you will oversee the service lifecycle for approximately 60 clients, ensuring their daily support needs are met while maintaining a high standard of operational excellence across your dedicated team.

The Role

As a Service Delivery Manager, you are the engine of our service operations. You will balance the tactical requirements of a busy service desk with the strategic needs of our clients, ensuring that every ticket resolved contributes to a stable and secure client environment.

Key Responsibilities:

• Operations & Service Oversight: Maintain high-level oversight of the ticketing system. You will monitor queues to ensure SLAs are met, identify recurring technical trends, and resolve bottlenecks to keep service flowing smoothly.
• Team Development: Act as a mentor and coach for the technical team. You will be responsible for team member development, performance reviews, and fostering a culture of accountability and continuous learning.
• Client Relationship Management: Act as the primary operational contact for 60 clients. You will conduct regular strategic business reviews to ensure their technology remains aligned with their evolving business goals.
• Process Improvement: Collaborate with the Operations team to refine service delivery workflows, ensuring infrastructure stability and security compliance across your portfolio.
• Technical Advocacy: Bridge the gap between client business needs and technical execution, translating complex IT requirements into clear, actionable roadmaps.

What We’re Looking For

• Industry Experience: Previous experience within a Managed Service Provider (MSP) environment is a significant plus.
• Leadership & Coaching: Proven ability to develop technical talent and manage the "rhythm" of a high-volume service desk.
• Operational Discipline: Strong familiarity with ticketing platforms and service metrics; you know how to use data to drive team performance.
• Strategic Communication: Comfortable leading business reviews and discussing hardware lifecycles and security best practices with client stakeholders.

Benefits:

• 401K with company match
• Company provided mobile phone
• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included
• Performance-based incentives
• Generous bonus levels
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement
• PTO

Compensation Range: $70K - $90K, inclusive of base salary and bonuses, depending on experience and qualifications.

If you have a passion for IT and want to join a dynamic team, we encourage you to apply for this exciting opportunity!

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