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IT Service Delivery Manager Orbital Solutions Miami Lakes, FL Job Details Full-time $110,000 - $125,000 a year 23 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Life insurance Qualifications Managing technical support teams Operational analysis Azure Incident management Managing teams in a customer support role Technical documentation Incident report management IT service management Incident management software Contract performance monitoring Public Cloud Incident Escalation KPI monitoring Change management Managing clients in a customer support role Technology management Cloud service support Incident management operations support Client management Customer support ticket management Problem management Cybersecurity ITIL implementation Project stakeholder communication IT department experience Ticketing system technical support

Full Job Description Service Delivery Manager Location:

Miami, Florida Target Salary:

$90,000-$120,000, based on experience Position Overview We are seeking an experienced Service Delivery Manager to oversee the delivery of managed IT services to a portfolio of enterprise clients. This individual will serve as the primary operational liaison between clients and internal service desk, engineering, network operations, security, and account leadership teams. The Service Delivery Manager is responsible for ensuring that services are delivered consistently, contractual commitments and service-level agreements are met, escalations are managed effectively, and clients receive clear and timely communication. This is a highly visible, client-facing role requiring a strong understanding of IT service management, technical support operations, and the expectations of customers operating in complex, multi-site environments. The ideal candidate will have experience working for a Managed Service Provider and successfully managing services across multiple client accounts. Key Responsibilities Own the operational delivery of managed IT services for an assigned portfolio of clients. Serve as the primary point of contact for service performance, operational concerns, escalations, and continuous-improvement initiatives. Monitor SLA performance, ticket trends, service quality, response times, resolution times, client satisfaction, and other key service metrics. Lead recurring client service reviews and business reviews, presenting service results, trends, risks, recommendations, and improvement plans. Coordinate with service desk, NOC, infrastructure, cloud, security, and engineering teams to resolve client issues and meet service commitments. Manage high-priority incidents and client escalations, ensuring appropriate ownership, communication, documentation, and follow-through. Facilitate root-cause analysis following significant or recurring incidents and ensure corrective actions are completed. Identify recurring service problems, operational gaps, and opportunities to improve reliability, efficiency, and the client experience. Support ITIL-aligned Incident, Problem, Change, and Continual Improvement practices. Ensure client environments, processes, contacts, procedures, and escalation paths are properly documented. Maintain a clear understanding of each client's services, business priorities, contractual commitments, and technology environment. Partner with account and commercial leadership to support client retention, satisfaction, renewals, and account health. Assist with onboarding new clients and transitioning new or expanded services into ongoing operations. Provide clear written and verbal updates to client executives, business stakeholders, technical teams, and internal leadership. Help establish accountability across technical teams while maintaining a collaborative, solutions-oriented approach. Required Qualifications Five or more years of experience in IT service delivery, service desk leadership, IT operations, technical support management, or a similar function. Demonstrated ownership of SLAs, operational service metrics, client-facing service reviews, and escalations. Experience leading or coordinating technical support teams in a ticket-driven environment. Strong understanding of ITIL and IT service management practices, including Incident, Problem, Change, and Continual Service Improvement. Working knowledge of Microsoft 365, Azure, Entra ID, networking, endpoint management, backup, and cybersecurity fundamentals. Experience working with PSA, RMM, ticketing, and IT documentation platforms such as ConnectWise, Autotask, HaloPSA, Datto, IT Glue, or comparable tools. Strong client-facing communication and presentation skills. Ability to translate technical issues, risks, and service data into clear business language. Strong organizational skills with the ability to manage competing priorities across multiple clients and technical teams. Demonstrated judgment, composure, and accountability when handling critical incidents or dissatisfied clients. Preferred Qualifications Previous experience working for a Managed Service Provider supporting multiple clients. Experience supporting large, complex, multi-location, or enterprise client environments. ITIL Foundation or higher-level ITIL certification. Experience conducting executive-level service reviews or Quarterly Business Reviews. Experience with service onboarding, operational transitions, or major technology initiatives. Familiarity with contractual service commitments, service catalogs, and managed-services agreements. What Success Looks Like Success in this role will be measured by: Consistent achievement of client SLAs and service commitments. Effective management and communication of high-priority incidents. Improved client satisfaction, retention, and confidence in service delivery. Reduction in recurring service issues through root-cause analysis and corrective action. Accurate, professional, and actionable client service reviews. Strong coordination and accountability across internal technical teams. Continued improvement in service quality, operational consistency, and client experience.

I Pay:

$110,000.00 - $125,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off

Work Location:

Hybrid remote in Miami Lakes, FL 33014