[Hiring] Service Delivery Manager @Coretelligent

Role Description

At Coretelligent, our Service Delivery Managers are strategic partners who ensure clients receive exceptional service, proactive guidance, and measurable value from their managed services investment. As the primary post-sale relationship owner, you'll serve as the operational quarterback for an assigned portfolio of clients, partnering across service delivery, engineering, security, projects, and leadership to deliver a seamless client experience.

This role blends client relationship management, operational oversight, and strategic planning. You'll monitor account health, lead service reviews, manage escalations, identify opportunities for continuous improvement, and drive long-term client retention while ensuring contracted services are delivered effectively.

The ideal candidate understands the pace and complexity of an MSP environment, communicates confidently with both technical and executive stakeholders, and enjoys solving problems through collaboration, accountability, and proactive client engagement.

Remote (U.S) | Exempt | Reports to Manager, Service Delivery

What You’ll Do:

• Serve as the primary post-sale relationship owner for an assigned portfolio of managed services clients, building trusted relationships across technical and executive stakeholders.
• Own the overall client experience by coordinating across Service Desk, Engineering, Projects, CoreArmor, Field Services, and other internal teams to ensure successful service delivery.
• Develop and maintain Client Health Plans, account roadmaps, and ongoing service strategies that improve client outcomes and strengthen long-term partnerships.
• Monitor account health through ticket trends, service metrics, escalations, client feedback, and operational dashboards to proactively identify risks and opportunities.
• Lead recurring service reviews, executive business reviews, and strategic planning conversations aligned to each client's business objectives.
• Own service escalations from initiation through resolution, ensuring timely communication, clear expectations, and successful outcomes.
• Review client environments to identify operational improvements, technology recommendations, service enhancements, and opportunities to expand the value Coretelligent delivers.
• Partner with leadership to develop retention strategies, recovery plans for at-risk accounts, and continuous improvement initiatives across the client portfolio.
• Ensure contracted services are delivered in alignment with Statements of Work (SOWs), service level agreements (SLAs), and client expectations.
• Maintain accurate account documentation, health plans, reporting, and client activity within ServiceNow, CRM, and other operational platforms.
• Contribute to process improvements, documentation standards, and operational best practices that enhance both the client and employee experience.

Qualifications

• 3–7+ years of experience in Managed Services (MSP), Service Delivery, Technical Account Management, Customer Success, IT Operations, or a similar client-facing technology role.
• Experience managing a portfolio of clients while building trusted relationships with technical teams, operational stakeholders, and executive leadership.
• Strong understanding of managed services delivery, including service operations, ticket lifecycle, escalation management, SLAs, and client health management.
• Ability to interpret contracts, Statements of Work (SOWs), and service commitments while ensuring client expectations remain aligned with service delivery.
• Strong business acumen with the ability to identify operational improvements, mitigate risk, and proactively strengthen long-term client relationships.
• Excellent communication, presentation, and relationship-building skills with the ability to confidently engage both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities, adapt to changing business needs, and remain organized within a fast-paced, high-touch client environment.
• Experience partnering cross-functionally with engineering, service delivery, projects, cybersecurity, and leadership teams to drive successful client outcomes.
• Experience with ServiceNow, ConnectWise, Autotask, Salesforce, or similar IT service management (ITSM) and CRM platforms preferred.
• Technical understanding of infrastructure, cloud services, cybersecurity, Microsoft technologies, and managed IT environments strongly preferred.
• ITIL Foundation certification or similar service management experience is a plus.

Benefits

• Health, Dental, & Vision
• Flexible Spending Account (FSA)
• 401k
• Health Reimbursement Account (HRA)
• Health Savings Account (HSA)
• Life Insurance
• Disability Insurance
• Paid Parental Leave
• Holiday Pay
• Flexible Vacation & Sick Days