Service Delivery Manager

Job Description

Salary: $100,000.00 - $140,000.00 per year

We are a small Managed Services Provider (MSP) and certified Microsoft Partner, focused on delivering best-in-class solutions built on Microsoft technologies. Were seeking a Service Delivery Manager to lead managed Microsoft cloud services' delivery, performance, and continuous improvement. This role is perfect for a seasoned leader with a strong grasp of Azure cloud infrastructure, M365, and enterprise endpoint solutions. The ideal candidate must be based in New York and a U.S. citizen, as some client engagements may involve sensitive information or require on-site presence.

Key Responsibilities:

Own end-to-end service delivery for Microsoft Azure, Office 365, Active Directory, and Endpoint AI-based services.

Lead internal and client-facing teams to ensure seamless delivery and support of Microsoft cloud solutions.

Act as the point of escalation for service issues and outages, ensuring rapid resolution and root cause analysis.

Design and implement service delivery frameworks, including SLAs, OLAs, KPIs, and health metrics.

Oversee incident, change, and problem management practices in alignment with ITIL standards.

Provide strategic guidance on cloud migrations, cost optimization, and security posture across Microsoft environments.

Lead onboarding and service transition of new clients into our Azure-based managed environments.

Develop executive-level dashboards and reports to provide visibility into operational health and service performance.

Drive continuous improvement initiatives across service delivery, automation, and client experience.

Required Qualifications:

Minimum 10 years of experience in IT service delivery, with 5+ years leading Microsoft cloud environments.

Strong knowledge of Azure infrastructure, Active Directory (on-prem & Azure AD), and Microsoft 365 administration.

Familiarity with Microsoft Endpoint Manager, Defender for Endpoint, and AI-driven security tools.

Proven leadership in cross-functional teams including support, engineering, and customer success.

Proficiency in ITIL service management practices.

Excellent communication and stakeholder management skills.

Based in New York, or open to commuting as needed.

U.S. Citizenship required.

Nice to Have:

Microsoft certifications such as AZ-104, AZ-305, MS-700, or SC-200.

Experience with tools like ServiceNow, Jira, or similar for ITSM and ticketing.

Familiarity with scripting and automation tools (PowerShell preferred).

Understanding of compliance frameworks relevant to cloud deployments (e.g., HIPAA, NIST, CIS).

Full-time