MSP Service Delivery & Operations Manager

Service Delivery & Operations Manager Overview We are seeking a highly execution-focused Service Delivery & Operations Manager with strong MSP experience to oversee service delivery, operational execution, client satisfaction, and continuous process improvement. This individual will play a key role in ensuring clients receive exceptional service from onboarding through ongoing support while driving accountability, efficiency, quality, and operational consistency across the organization. The ideal candidate combines strong operational leadership with sufficient technical understanding to effectively challenge assumptions, identify gaps, ask the right questions, and ensure the appropriate technical resources are engaged when needed. They will also have a solid understanding of the financial side of service delivery, including profitability, resource utilization, and recurring revenue management. Key Responsibilities Service Delivery & Client Success Own and oversee client onboarding and service transitions. Ensure successful delivery of services through effective management of SLAs, escalations, follow-through, and client expectations. Monitor client experience and identify opportunities to improve service quality and satisfaction. Conduct quality assurance activities to ensure work performed meets company standards. Coordinate and prepare Quarterly Business Reviews (QBRs), including service trends, risks, recommendations, and action items. Partner with account management and technical teams to develop client technology roadmaps. Identify client needs and help develop recommendations, upgrades, projects, and proposals aligned with business objectives. Operations & Process Management Manage project coordination across both client-facing and internal initiatives. Oversee resource scheduling, workforce planning, and capacity management. Drive process improvement initiatives to enhance efficiency and eliminate bottlenecks. Develop, implement, and reinforce policies, SOPs, operational standards, and governance frameworks. Support staff training and process adoption across the organization. Ensure documentation standards are maintained and consistently followed. Manage operational dashboards, KPIs, reporting, and visibility into service performance. Oversee office operations, equipment flow, inventory management, and logistics. Technology & Vendor Management Ensure effective utilization of operational tools, platforms, and integrations. Evaluate opportunities for AI adoption, automation, and productivity improvements. Manage vendor relationships and maintain accountability for service delivery and performance. Financial & Business Operations Oversee recurring revenue assurance and billing reconciliation, including validation of users, devices, licenses, services, and vendor costs against contracted and billed services. Monitor client profitability, service margins, and resource utilization. Partner with finance and leadership to support operational budgeting and financial performance. Identify areas where costs are increasing, resources are overutilized, or operational adjustments are needed. Qualifications Experience in a Managed Services Provider (MSP) environment. Strong background in service delivery, operations management, and process improvement. Demonstrated ability to drive accountability, execution, and operational consistency. Sufficient technical knowledge to understand client environments, identify concerns, and engage the appropriate technical resources. Experience managing client relationships, service delivery performance, and operational metrics. Understanding of profitability, recurring revenue management, resource utilization, and service-related financial performance. Strong organizational, communication, and leadership skills. What Success Looks Like Consistent, high-quality service delivery across all client engagements. Improved operational efficiency and adoption of standardized processes. Strong visibility into…

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