IT Service Delivery Manager - Managed Services

Lead Service Delivery TeamLead the team that keeps our clients running.If you've led an MSP service team and you know how to turn a busy board into happy clients, a motivated team, and clean metrics, we want to meet you. This is a chance to run helpdesk, field services, and project delivery for a 30-year company that's growing fast and investing in AI-driven tools.About Century Solutions GroupFor 30 years, Century Solutions Group has helped businesses across metro Atlanta stay ahead of what's next in technology. Today we're working at the leading edge of the biggest shifts in IT: helping clients put AI to work, defending them against modern cybersecurity threats, and delivering the managed IT, cloud, and infrastructure services that keep their businesses running.We pair the stability of three decades in business with the momentum of a company growing at double digits year over year. As a Microsoft Direct CSP partner with offices in Tyrone and near the Battery in Atlanta, we're adding new clients, new solutions, and new opportunities for the people who help drive that growth. If you want to build your career around technology that matters right now, this is the place to do it.Why This Role Is DifferentReal ownership: You'll run all of service delivery: helpdesk, field services, and projects. This isn't a desk supervisor roleModern tooling: We're building our own AI-assisted ticketing and automation tools, and you'll help shape how they're used across the teamA seat at the table: You'll report directly to our CTO and help set how we scale service as the company growsRoom to build: Double-digit growth means hiring, process design, and new service offerings, not just maintaining the status quoWhat You'll DoLead a service organization of 25–30 people, including managers, team leads, helpdesk technicians, field engineers, and project staffCoach and develop your managers and team leads so they can lead their own teams effectivelyOwn the service board: dispatch, prioritization, escalations, and workload balanceHit SLA, response, and resolution targets while keeping client satisfaction highOversee project delivery, including onboarding, migrations, and infrastructure projects, so they finish on time and on budgetTrack and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project marginBuild and refine processes, documentation, and standards so the team works consistentlyOwn after-hours and on-call support, with ultimate responsibility for coverage and responseAct as the escalation point for clients and meet with them on service qualityPartner with sales and account management on scoping, onboarding, and client healthHire, train, and conduct performance reviews, and build clear career paths so team members grow with CenturyWhat Success Looks LikeFirst 90 days: Learn our clients, team, and tools; assess the service board and metrics; deliver an improvement planBy 6 months: Consistently meet SLA and CSAT targets, with clear dashboards and a steady weekly operating rhythmYear one: Measurably improve team performance, client communication, and CSAT, and put a career development plan in place for every team memberWhat You'll EarnBase salaryPerformance bonus tied to service metricsHealth, dental, and vision insurance401(k) with company matchPTO and paid holidaysOngoing leadership and technical training, including certificationsWhat We're Looking For5+ years managing technical teams at an MSP or IT services provider, with direct responsibility for helpdesk and field techniciansExperience leading a team of 20+ people, including managing other managers or team leadsExperience running a service board, including dispatch, SLAs, escalations, and technician performanceExperience overseeing IT projects such as client onboarding, migrations, or infrastructure deploymentsA data-driven approach to managing KPIs and reporting results to leadershipStrong technical grounding in Microsoft 365, Windows, networking, and security, enough to coach your team and earn their respectExperience with a PSA and RMM platform; ConnectWise experience is a strong plusClear, confident communication with clients, technicians, and executivesITIL or similar service management knowledge is a plusA bachelor's degree is preferred but not requiredSchedule and LocationThis is a full-time, on-site leadership role based in our Tyrone, GA office, Monday through Friday, 8:00 a.m. to 5:30 p.m. As the leader of service delivery, you'll oversee after-hours and on-call support and hold ultimate responsibility for coverage.