Growth Path to Director of Service Delivery
A growing Managed Services Provider in New York City is hiring a Service Delivery Manager with a clear path to Director of Service Delivery within 12 months . This role is built for a proven MSP leader who can fully own service delivery operations, scale a high-performing service desk, and act as a strategic partner to executive leadership.
This is not a hands-on technical role. You will not work tickets or projects. Your focus is people, process, performance, and client outcomes .
Why This Role
- Clear promotion path to Director as the organization grows
- High-trust leadership environment — no micromanagement
- Opportunity to shape and scale service delivery end-to-end
- Tight-knit MSP with real decision-making authority
What You’ll Do
- Own and run service delivery operations across the MSP
- Ensure SLAs, response times, and client expectations are consistently met or exceeded
- Lead, coach, and hold the service desk team accountable
- Drive operational efficiency, process improvement, and scalability
- Proactively identify risks and resolve issues before they impact clients
- Manage escalations with confidence and professionalism
- Implement change management initiatives without disrupting service
- Create and refine SOPs, workflows, and service metrics
- Report on KPIs, performance trends, and improvement initiatives
Must-Have Qualifications (Non-Negotiable)
- Prior MSP experience in a service delivery or leadership role
- Strong command of SLA management and service desk operations
- Proven ability to lead teams, manage escalations, and improve performance
- Process-driven mindset with experience implementing SOPs and change
Nice-to-Have
- Cybersecurity exposure (EDR, MDR, SOC environments)
- ITIL or service delivery frameworks
- Experience managing hybrid or remote teams
- KPI reporting and service analytics
Compensation & Bonus
- Base salary: $125,000–$150,000 (based on experience and impact)
- Performance-based bonuses tied to SLAs, client satisfaction, and operational outcomes
- Additional upside as the role grows into Director of Service Delivery
Location
- New York, NY
- 4 days in office and 1 day remote
Who You Are
- A calm, confident MSP leader who thrives under pressure
- Proactive, not reactive — you prevent problems instead of chasing them
- Comfortable holding teams accountable while supporting growth
- Strategic thinker who understands the business beyond the ticket queue
- Curious, adaptable, and always looking for better ways to operate
- MSP experience is required — candidates without MSP backgrounds will not be considered
- No certifications or degree required — real MSP leadership experience matters most