Service Delivery Manager - IT

Service Delivery Manager (SDM)

Location: Parsippany, New Jersey (No other state)
Reports To: CEO / Leadership Team

Role Overview

KRS IT Consulting is seeking a highly experienced Service Delivery Manager (SDM) to take full ownership of our service delivery function. This is a critical leadership role that will directly replace key service delivery responsibilities currently handled by leadership.

We are looking for a candidate with strong MSP (Managed Service Provider) experience, who fully understands the pace, expectations, and accountability required in an IT services environment.

This individual must be capable of independently running client-facing operations, leading internal accountability, and driving continuous improvement across the service delivery function.

Key Responsibilities

Service Delivery Ownership

• Own and manage ticket flow, escalations, and service performance
• Ensure adherence to SLAs, response times, and resolution targets
• Act as the primary escalation point for service-related issues

Client Management

• Independently lead client meetings (weekly/monthly) without executive support
• Serve as the face of service delivery to clients
• Maintain and improve client satisfaction (CSAT)

Team Leadership & Accountability

• Hold technical team members accountable to performance standards and KPIs
• Run weekly service meetings (similar to current Monday leadership cadence)
• Drive a culture of ownership, urgency, and accountability

Operational Improvement

• Identify gaps and inefficiencies in service delivery
• Implement process improvements, automations, and new systems
• Develop and evolve KPIs and reporting structures

Experience:

• 5years+ experience in MSP
• 5years+ as SDM

Preffered: Located near our office in Central/south PARSIPPANY, NJ. (no other state automatically rejected)