Service Delivery Manager (Atlanta)

Proda Technology is a dynamic and fast-growing Managed IT and Security Services Provider headquartered in Atlanta, GA. For over 14 years, weve partnered with organizations to deliver strategic technology solutions that create lasting impact. Were proud to be recognized as a 2025 Top 25 Small Business for the fourth consecutive year and the 2022 Woman-Owned Business of the Year by the Cobb Chamber of Commerce. Proda Technology is a great opportunity to be part of an innovative and fast-growing company with unique roots. Our Niche is creating a unique culture that fosters the best in our people. Our Vision is to drive client success through strategic technology partnerships and solutions. Our core values are what will get us there : lead with soul, have fun, adapt and evolve, be resourceful, and commitment to people. If this is motivating for you, then we invite you to apply for this opportunity

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 Prodas core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives. The Service Delivery Manager actively participates in EOS (Entrepreneurial Operating System) practices, including departmental Level 10 meetings, Same Page meetings, quarterly Rocks, and scorecard accountability. While primarily a leadership role, the Service Delivery Manager should maintain a strong technical understanding of modern IT infrastructure, security, and cloud environments to effectively guide team decisions and client outcomes. Through strong leadership, collaboration, and a commitment to service excellence, this role helps ensure that Prodas technical teams deliver consistent, reliable, and impactful support to our clients

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

Reporting & Documentation

Knowledge, Skills, and Qualification Requirements

Working Conditions

The majority of work will be performed from Proda Technology headquarters. Occasional travel to client locations and on-call rotations will be required. Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other technology equipment as required up to 30lbs. Most work hours will be spent seated at a computer monitor using a mouse and keyboard.

Benefits :