Service Delivery Manager

San Francisco, United States | Posted on 08/21/2026

GDI Infotech provides technology staffing and digital transformation solutions to MSPs, enterprise technology organizations, and institutions such as universities and government entities.

RegionalServiceDelivery&ClientSuccessManager

TheRegionalServiceDelivery&ClientSuccessManagerensuresthedeliveryoftechnologyservices,bothremotelyandonsite,thatcontributetoclienttechnologyadoption,utilization,availability,andstrategicgoalswhilemeetingcontractualrequirementsandorganizationalstandards.

Thisisamultifacetedrolecombininghands-ontechnicalsupport,clientrelationshipmanagement,operationalleadership,andteamdevelopmentresponsibilities.

ClientManagement&ServiceDelivery

• Serveastheprimaryoperationalownerandescalationpointforassignedmanagedservicesclients,ensuringtimelyresolutionofincidents,servicerequests,andcriticalsupportissues.
• Buildandmaintainstrongclientrelationshipsthroughregularcommunication,onsitevisits,servicereviews,technicalaccountanalysis,andidentificationofcurrentandfuturebusinessneeds.
• Ensureservicedeliverymeetscontractualobligations,servicelevelagreements(SLAs),andclientexpectationswhilebalancingsupportcostsandresourceutilization.
• Monitorservicedeskperformance,ticketqueues,andescalationworkflowstoensureefficientticketresolutionandhighlevelsofcustomersatisfaction.
• Communicateandfollowupwithclientsregardingserviceperformance,opportunitiesforimprovement,andongoingtechnicalinitiatives.

Leadership&TeamDevelopment

• Lead,mentor,coach,anddeveloptechnicalsupportpersonnel,includinghiring,onboarding,performancemanagement,andcontinuousskillsdevelopment.
• Coordinatefieldserviceactivities,helpdeskscheduling,andresourceallocationtoensureadequateclientcoverageandoperationalefficiency.
• Fosteracultureofaccountability,professionalism,customerserviceexcellence,andtechnicalcompetencythroughleadershipandexample.
• Provideguidanceandoversighttotechnicalstaffduringclientengagements,escalations,projects,andonsiteservicedelivery.

Operations&ContinuousImprovement

• Develop,implement,andcontinuouslyimproveservicedeliveryframeworks,supportprocesses,workflows,andoperationalstandards.
• Establishandmaintainbestpracticesfortechnicalsupport,documentation,knowledgemanagement,qualityassurance,andserviceconsistency.
• Monitoroperationalperformancemetricsandrecommendprocess,technology,andstaffingimprovementstoincreaseefficiencyandservicequality.
• Ensureclientdocumentation,knowledgebasearticles,andtechnicalproceduresremaincurrent,accurate,andeasilyaccessibletosupportpersonnel.
• Overseechangemanagementactivities,systemmodifications,technicalimplementations,andpost-completionvalidationtoensuresuccessfuloutcomes.

TechnicalLeadership&EscalationSupport

• Provideadvancedtechnicaltroubleshootingandescalationsupportdirectlyorthroughinternalstaff,vendors,andexternalsubjectmatterexperts.
• Participateincomplextechnicalprojects,infrastructureimprovements,andstrategicclientinitiativesasassigned.
• Ensuretechnicalworkiscompletedtoestablishedstandardsthroughverification,qualitycontrol,andpost-implementationreview.
• Produceandmaintaintechnicaldocumentation,procedures,andinstructionalmaterialsthatsupportoperationaleffectivenessandtechniciansuccess.
• Maintainawarenessofemergingtechnologies,softwareupdates,securitybestpractices,andoperationalriskstosupportinformeddecision-makingandclientsuccess.

PreferredQualifications&ProfessionalAttributes

Theidealcandidatewilldemonstratethefollowingqualificationsandprofessionalcharacteristics:

• HighSchoolDiploma.
• Post-secondarydegreeispreferredbutnotrequired.
• Experiencetroubleshootingtechnologyissuesusingastructuredandmethodicalapproach,includingfamiliaritywiththeOSImodelandindustrytroubleshootingpractices.
• PreviousManagedServiceProvider(MSP)experiencepreferred.
• Twoormoreyearsofexperiencesupportingbusinesstechnologyenvironments.
• Strongorganizational,prioritization,andtimemanagementskillswithattentiontodetail.
• Abilitytoanalyzeproblems,identifyrootcauses,anddeveloppractical,efficientsolutions.
• Commitmenttocontinuouslearning,professionaldevelopment,andprocessimprovement.
• Strongverbalandwrittencommunicationskills,includingtheabilitytocommunicateeffectivelywithtechnicalandnon-technicalaudiences.
• Abilitytocollaborateeffectivelywithteammembersandseekassistancewhenappropriatetoensuretimelyresolutionofclientrequestsandincidents.
• Demonstratedcustomerserviceorientationwiththeabilitytobuildpositiverelationshipsandmaintainprofessionalisminchallengingsituations.
• Abilitytoadapttochangingpriorities,technologies,andbusinessrequirementsinafast-pacedenvironment.
• Abilitytoidentifyopportunitiesforoperational,technical,orserviceimprovementsandcommunicaterecommendationseffectively.
• Demonstratedprofessionalism,accountability,andfollow-throughinmeetingcommitmentsanddeliveringqualitywork.

TheRegionalServiceDelivery&ClientSuccessManagerisexpectedto:

• Completetrainingandbecomeproficientincoreservicedeliveryplatforms,includingRemoteMonitoringandManagement(RMM),ProfessionalServicesAutomation(PSA),andITServiceManagement(ITSM)systems.
• Utilizecompanytoolsandprocessestomanageservicerequests,incidents,documentation,clientcommunications,resourceplanning,servicemetrics,andservicelevelobjectives.
• Participateinclientonboardingandsitevisitstodevelopanunderstandingofassignedclientenvironments,operationalrequirements,keystakeholders,andtechnologyecosystems.
• Developworkingknowledgeofassignedclientsystems,businessprocesses,andsupportrequirementssufficienttoeffectivelyoverseeservicedelivery,escalations,andclientcommunications.
• Buildandmaintaineffectiveworkingrelationshipswithclientrepresentatives,vendors,andinternalteammemberstosupportsuccessfulserviceoutcomes.
• Continuouslyexpandtechnical,operational,andindustryknowledgethroughtraining,self-directedlearning,andpracticalexperience.
• ExemptPosition
• Compensation: $88,000to$132,000annualbasesalary,dependingonskills,experience,education,certifications,internalequity,andbusinessneeds.
• Retirementsavingsplanwithapplicableemployermatchingcontributions.
• Company-sponsoredhealthinsurancebenefits.
• Company-providedtechnologyequipmentandreimbursementofapprovedbusiness-relateddeviceandinternetexpenses.
• Reimbursementofauthorizedtravelandbusinessexpenses.
• Paidtimeoff,includingvacation,sickleave,holidays,andotherapplicableleavebenefits.
• Professionaldevelopmentopportunities,certifications,training,andpotentialtuitionassistance.
• Eligibilityforperformanceincentives,bonusprograms,andachievement-basedrewardswhereapplicable.