Position Description:

JOB TITLE

Service Delivery Manager STATUS:

Full-Time

LOCATION

In Office

REPORTS TO

Director of Operations SUMMARY:

The Service Delivery Manager leads the day-to-day execution of QSG's Service organization. This role is responsible for daily ticket queue health, SLA risk management, escalation handling, team coaching and accountability, resource coordination, and training execution. The Service Delivery Manager works closely with other members of Leadership to execute department strategy, surface operational risk early, and ensure consistent, high-quality service delivery to clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead the day-to-day execution of QSG's Service organization and ensure work is actively managed to completion Monitor daily Service queue health, identify SLA, aging, workload, and ownership risks, and escalate material concerns to the Director of Operations Ensure tickets and escalations have clear ownership, next actions, and appropriate follow-through Support the technical escalation process by helping technicians identify the appropriate next resource and engaging higher-level technical support when necessary Reinforce escalation policy, ticket-handling SOPs, documentation standards, and client communication expectations Lead daily check-ins and regular Service team meetings focused on priorities, blockers, workload, and commitments Coordinate day-to-day workload and resource allocation with Service leadership, Dispatch, and other departments as needed Review and approve timesheets for direct reports as assigned Recommend hiring, promotion, role change, and termination decisions for assigned Service employees to the Director of Operations Submit purchase requests and budget needs to the Director of Operations for approval Support the day-to-day operational effectiveness of QSG's PSA, RMM, communications, security, and other core service-delivery platforms; escalate configuration, administration, or technical ownership needs to the appropriate internal resource Share relevant updates from Leadership and department meetings with the Service team Conduct annual performance reviews, regular check-ins, coaching, and development conversations with direct reports Participate in onboarding and offboarding activities for Service employees Coordinate execution of training for new and existing Service employees and ensure identified skill gaps are addressed Ensure business policies, workflows, escalation paths, and internal software expectations are understood and followed Construct and maintain internal documentation on Service and client workflows and ensure documentation expectations are reinforced across the team Identify recurring Service failures, process gaps, skill gaps, and operational risks and raise them to the Director of Operations with recommended corrective actions Coordinate with Projects, Engineering, Field Services, Business Operations, and Dispatch on cross-functional issues, resource needs, and Service handoffs Provide leadership coverage for assigned Service functions during absences or operational gaps as needed Assist with SOC2 audit preparation and evidence collection as assigned Maintain a safe and secure work environment Performance will be based on daily Service execution, queue outcomes, escalation handling, employee development, accountability, and personal accomplishments

DECISION AUTHORITY AND ROLE BOUNDARIES

The Service Delivery Manager is expected to exercise independent judgment in the day-to-day management of Service within the priorities, standards, budget, staffing model, and guardrails established by the Executive Team. Routine operational decisions should be resolved at this level rather than unnecessarily elevated. Set daily Service priorities and coordinate resources within assigned teams or functions based on client impact, workload, SLA risk, and operational need Assign ownership, require follow-through, and intervene when tickets, escalations, or employee commitments are at risk Initiate coaching, training, and day-to-day performance interventions for assigned employees within established HR and management processes Handle routine client and operational escalations and elevate issues when they exceed delegated financial, HR, commercial, contractual, staffing, or technical authority The Service Delivery Manager is not QSG's senior technical authority. The role should guide the escalation path, engage the appropriate technical resource, and hold work to completion rather than becoming the default resolver for complex technical issues.

SUCCESS IN THIS ROLE

Daily Service work has clear ownership, priorities, next actions, and follow-through SLA, aging, workload, client, and escalation risks are identified and acted on before they become avoidable failures Team Leads and Technicians understand expectations and are coached and held accountable consistently Routine Service issues are resolved at the appropriate level without unnecessary upward escalation Recurring problems, skill gaps, process failures, and capacity concerns are surfaced with recommended corrective actions Service commitments are completed or risks are escalated before deadlines are missed

CRITICAL DEMANDS

Availability to support Service leadership and client escalations outside normal business hours when required Ability to operate effectively in an organization providing after-hours and 24/7 client support Ability to travel to client sites as needed for Service-management, escalation, or operational support

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must take initiative to learn, understand, and improve process and workflow Strong understanding of ticket queue management, SLA risk, escalation workflow, and day-to-day Service operations Strong technical troubleshooting knowledge and the ability to guide escalations without becoming the default resolver for routine technical work Strong coaching, accountability, and communication skills Ability to prioritize competing client and team needs and make sound operational decisions under pressure Excellent customer service and client communication skills Strong organizational and follow-through skills EDUCATION and/or

EXPERIENCE

Required:

Progressive experience in IT service delivery, technical support, managed services, or a closely related environment Prior experience leading, coaching, or coordinating technicians, team leads, or technical-support employees Working knowledge of ticket queue management, SLA risk, escalations, documentation, and client-service operations Experience working in an MSP, multi-client IT-services, Service Desk, NOC, or comparable support environment Demonstrated ability to prioritize competing client and team needs, follow through on commitments, and make sound operational decisions under pressure

Preferred:

Bachelor's Degree in computer science, information technology, business, or a related field Relevant service-management, leadership, or technical certifications Previous Service Delivery Manager, Service Desk Manager, IT Supervisor, Team Lead, or equivalent technical-leadership experience Experience with modern PSA, RMM, communications, security, or service-management platforms

Experience supporting teams or clients in an after-hours or 24/7 service environment

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. While performing the daily duties of this position, it is vital for the employee to be capable of speaking and hearing. The employee is frequently required to stand, walk, sit, climb stairs, use hands and fingers, handle or feel objects, tools, controls and reach with arms. The employee regularly lifts and/or moves equipment up to 50 pounds. Specific vision abilities required by this position include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

ABOUT QSG

At QSG, we pride ourselves on a collaborative office atmosphere, driven to provide the most reliable Managed Services to every client. We treat each client like the only client.