Services Delivery Manager (55004)

Description

• Conduct regular 1-on-1s, performance reviews, and career development planning.
• Maintain service delivery documentation and knowledge base.
• Directly manage 7–8 technical contributors across Helpdesk, SysOps, and SecOps.
• Design technical solutions for client requirements, create detailed project plans, cost estimates, and statements of work.
• Conduct regular business reviews and serve as the primary operational point of contact.
• Allocate team resources, coordinate deliverables, review technical work, and ensure quality standards are met.
• Build trusted advisor relationships with client IT leaders and executives.
• Manage escalations and ensure rapid resolution of critical issues.
• Deliver technical support to customers and team members across required technical expertise areas.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide technical guidance and mentorship to team members.
• Monitor and report on service delivery metrics and implement process improvements.
• Act as project manager for client initiatives, ensuring on-time, on-budget completion and alignment with technical best practices.
• Monitor client satisfaction, address concerns proactively, and identify at-risk accounts.
• Manage monthly recurring services including IT operations support, network operations management and monitoring, and security operations management and monitoring.
• Align service delivery processes with client regulatory and contractual requirements.
• Identify opportunities for service expansion and collaborate with business development teams.
• Collaborate on vendor relationships and strategic planning for IT services growth.
• Present findings and recommendations to client leadership and ensure accurate tracking of billable time.
• Identify and implement process improvements.
• Ensure SLAs are consistently met or exceeded.
• Oversee daily operations of Managed IT Services and Cybersecurity Operations.

Requirements

• Analytical problem-solving and documentation skills.
• Understanding of MSSP/MSP business models and service delivery.
• Preferred: CISSP, CISM, CEH, Microsoft certifications, PMP.
• Experience delivering managed services and security operations to government contractors or regulated clients.
• Experience with Microsoft 365 GCC/GCC High, Azure Government, and secure virtual desktop infrastructures.
• Strong project management and business acumen.
• Travel: Occasional within Metro Atlanta and periodic outside the area.
• Familiarity with compliance frameworks (NIST 800-171, CMMC, DFARS, ISO 27001).
• Exceptional communication and client-facing skills.
• Willingness to travel occasionally for client meetings.
• Required or willing to obtain: ITIL Foundation, CompTIA Network+/Security+.
• 3+ years in cybersecurity operations and compliance frameworks.
• Proven track record of managing service delivery teams and meeting SLAs.
• Strong knowledge of IT help desk support, Microsoft 365 management, network operations, and security operations.
• Emotional intelligence and relationship-building capabilities.
• Ability to obtain and maintain relevant certifications.
• 8+ years in IT managed services or consulting.
• 4+ years in people management or team leadership.

Benefits

• Hours: Standard business hours with occasional after-hours work for emergencies or maintenance windows.

Training + Development

Interview process

Visa Sponsorship

Security clearance