Service Delivery Manager

Job not on LinkedIn

🕒 June 23

🦀 Maryland – Remote

🦀 Maryland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Private Label Staff

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🌍 Social Impact

Recruitment • HR Tech • Social Impact

Private Label Staff (PLS) is a leading strategic recruitment partner headquartered in Ponte Vedra, FL. The company offers a range of recruitment services, acting as an embedded recruitment consultant and an extension of client teams. With a focus on providing elastic workforce solutions, PLS supports businesses of all sizes, including backing private equity ventures and Fortune 100 companies. The firm prioritizes building lasting client relationships, providing direct hire, executive search, talent acquisition consulting, temporary staffing, and contract-to-hire services. PLS is also committed to social impact initiatives, partnering with One Tree Planted for reforestation efforts and 'Step It Forward' for employee wellness and charitable contributions. The company's innovative approach to recruitment emphasizes authenticity, agility, and results, supported by robust cybersecurity measures to protect client and candidate data.

📋 Description

• Manage the overall delivery of managed services to commercial clients • Serve as the primary point of contact for client escalations, service reviews, and operational communication • Ensure service level agreements (SLAs) and performance metrics are consistently achieved • Coordinate with engineering, support, project management, and leadership teams to ensure successful service delivery • Lead recurring client meetings, including business reviews and operational updates • Monitor ticket trends, client satisfaction, and service performance to identify areas for improvement • Drive process improvements and operational efficiencies across service delivery functions • Assist with onboarding new clients and transitioning services into support operations • Manage escalations and work proactively to resolve client concerns • Maintain documentation related to client environments, processes, and service standards • Support account growth by identifying opportunities for additional services and solutions

🎯 Requirements

• 3+ years of experience in Service Delivery, Account Management, IT Operations, or Managed Services • Experience working within an MSP or IT services environment • Strong understanding of managed services, IT infrastructure, cloud services, networking, and support operations • Proven ability to manage multiple clients and priorities in a fast-paced environment • Excellent communication, organization, and problem-solving skills • Experience managing client relationships and executive-level communication • Familiarity with ticketing systems, SLAs, KPIs, and IT service management best practices • Experience with platforms such as ConnectWise, ServiceNow, Autotask, Jira, or similar tools preferred • ITIL certification or service management experience preferred • Previous leadership or team management experience preferred • Technical background in infrastructure, cloud, cybersecurity, or networking preferred • Bachelor’s degree in Information Technology, Business, or related field preferred