[Hiring] Manager Service Delivery @Ntiva, Inc.

Role Description

As a Manager, Service Delivery, you’ll lead a team of Service Desk and Field Operations professionals who are responsible for delivering exceptional experience to a dedicated group of clients. You’ll have the ownership and autonomy to shape how your team operates, anticipate client needs, and turn challenges into better outcomes.

• Own the client experience
• Own service delivery outcomes for a named set of clients in your market, and maintain direct, ongoing relationships with them.
• Serve as the standing escalation point for service delivery, especially for at-risk and strategic accounts.
• Own major client-impacting incidents end to end, including the client conversation, root cause, and corrective action through to closure.
• Partner with Account Managers and Client Success on account health, renewal risk, and service reviews.
• Lead and grow the team
• Lead a pod of typically 7–10 team members spanning Service Desk Technician I–III (Tier 1–3), Systems Administrator, and Systems Engineer roles, including Field Operations staff.
• Coach each technician through a personal growth plan, using Ntiva's structured development framework.
• Spot who's ready for the next step and champion their promotion.
• Set clear expectations and hold people accountable, coaching first and escalating formal action when required.
• Design the coverage
• Own your pod’s coverage design: which hours, days, and geographies are covered, by whom, and who backs them up.
• Build backup into every shift and client site, so coverage never depends on a single person.
• Run weekend, holiday, and shoulder-hour coverage as a documented rota, and escalate gaps before a client is exposed to them.
• Direct work, prioritization, and dispatch for the pod, balancing scheduled onsite field work against reactive demand.
• Manage capacity like a business
• Understand your pod’s demand — volume, mix, effort per ticket — and plan delivery capacity against it.
• Manage utilization to a healthy, sustainable band and flag capacity risk early, with numbers.
• Make the case for new or backfilled roles with data, weighing options like process change, automation, and reallocation alongside hiring.
• Deliver to the numbers
• Be directly accountable for your pod scorecard: CSAT, survey response rate, kill rate and backlog, SLO attainment (response, resolution plan, and resolution), and phone metrics.
• Improve first-contact resolution and Tier 1 handle time to get the most from the team you have.
• Identify recurring issues and drive permanent fixes rather than repeat remediation.
• Ensure ticket data is complete and accurate, including time entry and priority coding, so your pod's work is visible and measurable.
• Raise the bar
• Reinforce Ntiva’s values through daily actions and expectations.
• Contribute ideas for innovation and best practice across pod leadership, including automation and AI-assisted service delivery.
• Invest in your own growth and participate in company-wide initiatives.

Qualifications

• 3+ years in a Managed Services Provider or comparable multi-client service delivery environment.
• 2+ years of direct people management including hiring, performance management, and development.
• A track record of improving service outcomes against defined measures.
• Working fluency with service delivery data, including comfort with PSA reporting (ConnectWise Manage) and BI dashboards.
• Experience leading both remote and field-based technical staff, including scheduling and dispatch.
• Technical grounding equivalent to a strong Tier 2 technician.
• Comfort delivering candid feedback and holding difficult conversations, with clients as well as with staff.
• ITIL 4 Foundation, or willingness to obtain it within the first six months.

Requirements

• Ability to communicate professionally, in English, both written and orally.
• Ability to write business correspondence and process procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.

Benefits

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.
• Clear Promotion and Advancement Tracks.
• Work with Industry-Leading Talent.