Service Delivery Manager for MSP - Kloud9 IT, Inc.

About Us: Kloud9 IT is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients.

Position Overview: We are looking for an experienced and results-oriented Service Manager to oversee the delivery of IT services to our clients. As the Service Manager, you will be responsible for managing a team of IT professionals, ensuring client satisfaction, optimizing service delivery processes, and driving continuous improvement in line with our growth objectives. This role is essential to maintaining high standards of service quality, adherence to SLAs, and fostering long-term client relationships.

Key Responsibilities:

• Lead the service delivery team in providing high-quality IT services to clients, ensuring client satisfaction and adherence to SLAs.
• Develop, implement, and optimize service management processes and best practices.
• Oversee incident, problem, and change management activities to ensure timely resolution and minimal client disruption.
• Conduct regular service reviews with clients, proactively identifying opportunities to enhance their IT infrastructure.
• Collaborate with clients to understand business needs and align IT services accordingly.
• Manage, mentor, and develop a team of technicians and support staff, fostering a culture of continuous learning and improvement.
• Track, report, and analyze key performance indicators (KPIs) related to service delivery, including SLA compliance, response times, and customer satisfaction.
• Develop and enforce service level agreements (SLAs) that align with business goals and client expectations.
• Partner with internal teams to streamline service delivery processes, enhance efficiency, and reduce costs.
• Stay informed on industry trends, technologies, and best practices to continually improve our service offerings.

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Business, or a related field.
• Strong knowledge of ITIL framework and service management best practices.
• Excellent leadership, organizational, and project management skills.
• Exceptional communication and interpersonal skills, with a client-first mindset.
• Strong problem-solving abilities, with the capability to address and resolve complex technical and service issues.
• Familiarity with managed service provider tools and platforms (e.g., PSA, RMM).
• ITIL, PMP, or other relevant certifications are highly desirable.

Experience:

• 5+ years of experience in IT service management, preferably within a managed service provider environment.
• Proven experience in leading teams and managing service delivery for multiple clients.

Work Environment:

• Work Location: [Remote/On-site] as per company policy.
• On-call: May require occasional on-call work for critical issues and incidents.

Why Join Us:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement within a growing company.
• A collaborative, innovative, and client-centered work environment.