Service Delivery Manager

Role Overview

Service Delivery Manager / Service Manager responsible for end-to-end operational performance of an assigned POD (delivery unit) at Harbor IT. The role owns service quality, metrics, continual service improvement, and direct leadership of tech support staff—operating with high autonomy and accountability.

Responsibilities

• Own client service experience for an assigned set of clients.
• Monitor service levels and ensure compliance with SLAs and KPIs.
• Run client service reviews (monthly/quarterly) covering:
  • performance metrics
  • incident trends
  • improvement opportunities
  • upcoming initiatives
• Manage escalations and act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Coordinate with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure delivery meets/exceeds expectations.
• Analyze ticketing and incident trends and drive remediation of root causes via proactive service improvements.
• Lead internal CSI initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Directly manage POD tech support staff, including:
  • scheduling
  • workload distribution
  • capacity planning
  • day-to-day performance
  • conducting 1:1s and performance/accountability conversations
  • escalating performance issues when needed

Organizational Context

• Harbor IT is organized into Shuttles (client segment groupings such as Healthcare, Mid Market, Local Business).
• Each Shuttle includes multiple PODs, which are tightly focused delivery units responsible for a defined client set.
• The POD Service Manager reports to the Shuttle Director. The POD also includes a POD-CIO (virtual CIO) and a CSM; while they don’t report directly to the Service Manager, the Service Manager and POD-CIO must operate in lockstep on client health, escalations, at-risk accounts, and service quality.

Requirements

• The posting emphasizes proven MSP service delivery best practices and the ability to installs them independently (not requiring direction).
• Strong results-orientation: holding the team to timelines, enforcing standards, pushing back when work is not up to standard, and owning outcomes.

Nice-to-haves (implied)

• Experience managing service desk/support operations within an MSP environment.
• Ability to lead continual service improvement (CSI) using incident/ticket trend analysis.
• Experience coordinating across security, cloud, infrastructure, and service desk teams.