Services Delivery Manager

Job Details

ABEL SOLUTIONS MARIETTA - MARIETTA GA

Full Time

4 Year Degree

less than 10%

Day

Information Technology

Description

The Services Delivery Manager is responsible for the end-to-end delivery of Abel Solutions Managed IT Services and Cybersecurity Operations ensuring exceptional client satisfaction proactive service delivery and operational excellence. This role manages a team of helpdesk technicians systems operations engineers and security operations analysts while serving as the primary operational interface with clients to ensure their evolving business needs are met.

The position requires a unique blend of technical depth operational management expertise and client relationship skills. The successful candidate will transform service delivery from reactive to proactive building lasting client relationships while ensuring the team delivers high-quality efficient services that drive client retention and growth.

The ideal candidate will possess a variety of technical skills and effectively leverage a team of subject matter experts in cybersecurity network operations compliance and business development. This collaborative structure enables the role to focus on service delivery execution personnel management and client support while coordinating with experts for specialized technical depth. Many clients operate in regulated or government-secure environments (including CUI and CMMC-driven requirements) so experience delivering services in Microsoft 365 GCC / GCC High and / or Azure Government and supporting secure virtual desktop solutions is highly desirable.

This is a hybrid management and delivery role with targeted 4050% billable utilization through project management client onboarding and high-value service delivery activities.

Location : This is a hybrid role with flexibility; Atlanta area presence required for some client meetings.

Responsibilities :

Billable Project Delivery (4050%)

Manage monthly recurring services including IT operations support network operations management and monitoring and security operations management and monitoring.

Act as project manager for client initiatives ensuring on-time on-budget completion and alignment with technical best practices.

Deliver technical support to customers and team members across required technical expertise areas.

Present findings and recommendations to client leadership and ensure accurate tracking of billable time.

Design technical solutions for client requirements create detailed project plans cost estimates and statements of work.

Allocate team resources coordinate deliverables review technical work and ensure quality standards are met.

Service Delivery Management & Operations (20%)

Oversee daily operations of Managed IT Services and Cybersecurity Operations.

Ensure SLAs are consistently met or exceeded.

Monitor and report on service delivery metrics and implement process improvements.

Manage escalations and ensure rapid resolution of critical issues.

Align service delivery processes with client regulatory and contractual requirements.

Client Relationship Management (10%)

Conduct regular business reviews and serve as the primary operational point of contact.

Build trusted advisor relationships with client IT leaders and executives.

Monitor client satisfaction address concerns proactively and identify at-risk accounts.

Identify opportunities for service expansion and collaborate with business development teams.

Team Leadership & Development (15%)

Directly manage 78 technical contributors across Helpdesk SysOps and SecOps.

Conduct regular 1-on-1s performance reviews and career development planning.

Foster a culture of accountability collaboration and continuous improvement.

Provide technical guidance and mentorship to team members.

Continuous Improvement & Operations (5%)

Identify and implement process improvements.

Maintain service delivery documentation and knowledge base.

Collaborate on vendor relationships and strategic planning for IT services growth.

Qualifications

Required Experience and Skills :

8 years in IT managed services or consulting.

4 years in people management or team leadership.

3 years in cybersecurity operations and compliance frameworks.

Proven track record of managing service delivery teams and meeting SLAs.

Experience delivering managed services and security operations to government contractors or regulated clients.

Technical Expertise

Strong knowledge of IT help desk support Microsoft 365 management network operations and security operations.

Familiarity with compliance frameworks (NIST 800-171 CMMC DFARS ISO 27001).

Experience with Microsoft 365 GCC / GCC High Azure Government and secure virtual desktop infrastructures.

Understanding of MSSP / MSP business models and service delivery.

Certifications

Required or willing to obtain : ITIL Foundation CompTIA Network / Security.

Preferred : CISSP CISM CEH Microsoft certifications PMP.

Professional Skills

Exceptional communication and client-facing skills.

Strong project management and business acumen.

Analytical problem-solving and documentation skills.

Emotional intelligence and relationship-building capabilities.

Additional requirements :

Ability to obtain and maintain relevant certifications.

Willingness to travel occasionally for client meetings.

Work Conditions :

Travel : Occasional within Metro Atlanta and periodic outside the area.

Hours : Standard business hours with occasional after-hours work for emergencies or maintenance windows.

Team Culture : Collaborative growth-oriented and client-focused.

EOE / AA / M / F / Vet / Disability

ATS is an equal opportunity employer where employment is based upon personal capabilities and qualifications without discrimination due to race color religion gender age national origin disability veteran status or any other protected characteristic as established by law.

U.S. Persons Only : A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (ITAR). Accordingly the company will consider only U.S. Persons for this position. A U.S. Person includes (a)U.S. citizens or nationals; (b)U.S. lawful permanent residents (i.e. green card holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process

Required Experience :

Manager

Key Skills

Project Management Methodology,Kanban,Project / Program Management,Agile,Waterfall,Project Leadership,Application Development,Project Management,Scrum,Microsoft Project,SDLC,Project Implementation

Employment Type : Full-Time

Experience : years

Vacancy : 1