Service Delivery Manager

Overview

Employer : An MSP company located in Las Vegas, Nevada

Work Set up : Remote

Working Schedule : Pacific Standard Time

Salary : $2,000 - $2,500

Benefits : 13th Month Pay

HMO & Gov. Contribution Allowance on top of the salary (After a 90-day probationary period)

Personal Time Off (After a 90-day probationary period)

Position Overview

We are seeking an experienced Service Delivery Manager to serve as the operational hub of our lean IT services company. This role will coordinate all technical team activities, optimize our Thread AI automation system, and ensure exceptional client service delivery while removing tactical coordination from executive leadership.

Why This Role Matters : You'll be building the operational backbone that allows our technical team to focus on execution while enabling strategic leadership to drive company growth. This isn't just coordination; you are architecting scalable processes that will support our growth from 12 to 20 employees.

Key Responsibilities

Technical Team Coordination & HR Management

Resource Allocation : Balance technical team workload between incident response and project delivery

Project P&L Ownership : Own budget tracking, cost management, and profitability analysis for assigned projects

Performance Management : Conduct technical team performance reviews and manage day-to-day employee relations

Team Development : Handle technical team conflict resolution, professional development planning, and coaching

Quality Assurance : Ensure all technical work meets company standards before client delivery

Escalation Management : Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type

On-Call Coordination : Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents)

Thread AI, Mission Control & PSA Optimization

AI System Management : Partner with IT Technicians to optimize Thread AI chat system and routing logic

Mission Control Integration : Drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team)

Documentation Standards Ownership : Establish and enforce client documentation standards for Mission Control routing eligibility

HaloPSA Administration Coordination : Work with DevOps team on PSA system optimization, workflow automation, and integration enhancements

Process Automation : Develop intelligent routing criteria based on complexity and documentation status with DevOps team

Quality Monitoring : Coordinate with DevOps team to build HaloPSA dashboards for routing accuracy and performance analytics

Future AI Integration : Test and implement Thread's upcoming Dispatch Agent when released

Client Interface & Financial Management

Project Communication : Provide regular status updates to Strategic Accounts Director

Financial Coordination : Interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management

Timeline Management : Coordinate project schedules with equipment procurement and resource availability

Issue Resolution : Handle technical coordination during incidents while