Information Technology Service Delivery Manager (Smyrna)

Position : IT Service Delivery Manager (Managed Services)

Location : Smyrna, GA

Type : Full-Time

Pay : $80,000 - $90,000 per year

The Service Delivery Manager is a key member of the Service Delivery Department Leadership team. Under the supervision of the Director of IT Operations, this role is responsible for managing a team of Systems Administrators, Systems Engineers, and Service Desk Lead(s).

The Service Delivery Manager ensures operational excellence across service delivery functions, drives continuous improvement, and fosters a high-performing team culture aligned with our core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives.

Duties and Responsibilities :

Department Leadership and Strategic Alignment

• Lead, mentor, and develop the Service Delivery team, fostering a culture of excellence, engagement, and accountability.
• Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.
• Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.
• Own and drive departmental Rocks (quarterly goals), ensuring progress and completion.
• Develop and implement service delivery strategies, policies, and procedures to optimize efficiency and client satisfaction.
• Oversee workflow management, SLA compliance, ticket assignment, and resource allocation.
• Analyze service metrics and KPIs, identify trends, and recommend improvements.

Operational Excellence and Quality Assurance

Client Success and Relationship Management

Team Development & Engagement

Knowledge, Skills, and Qualification Requirements :

Understand and consistently act in accordance with the company core values.