Cybertools, inc.

Notes:

• Please read the job description and ensure that you meet the requirements before applying for the position.
• All screening questions must be answered as failure to do so, my result in your application not advancing through the recruiting process.

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We are seeking a highly experienced, analytical, and results-oriented Service Delivery Manager (SDM) to lead the day-to-day operations of our customer-facing Managed Services Department. This is a critical leadership role responsible for ensuring consistent, high-quality, metrics-driven post-sales support across managed services and break/fix engagements.

The ideal candidate has deep multi-industry MSP experience (where having MSP management experience will be an asset), strong technical acumen, and a proven ability to build and lead high-performing teams, drive operational excellence, and deliver measurable improvements in service delivery. Success in this role requires expertise in SOP development, process optimization, project management, and team development—always with a focus on performance, scalability, and client satisfaction.

Ideal Candidate Profile

• A data-driven leader who makes strategic decisions based on metrics and insights.
• Passionate about workflow optimization, standardization, and documentation excellence.
• An experienced IT project manager with a bias for action and flawless execution.
• A team builder who fosters a culture of accountability, growth, and high performance.

Required Skills & Competencies

Leadership & Experience

• 8+ years in IT Service Delivery, within an MSP.
• 4+ years leading technical service teams, with a strong track record in team development and performance management.
• Strong knowledge of ConnectWise manage, IT Glue & Datto is required.
• Strong compliance knowledge across diverse methodologies.
• Strong knowledge & experience in process development / SOPs, Process Improvement..
• Proven success in SLA / SLE and KPI driven environments.
• Strong background in SOP creation, process optimization, and cross-functional project management.
• Experience with varied industry types, such as, but not limited to healthcare, legal, finance, retail, construction, automotive, manufacturing, etc.
• A minimum of a bachelor’s degree in IT, Computer Science, or related field; relevant certifications (e.g., ITIL, PMP) preferred.

Analytical & Operational Expertise

• Extremely proficient with KPI management, metric reporting, dashboards and real-time performance analytics.
• Highly skilled in interpreting trends, diagnosing root causes, and implementing effective solutions.
• Hands-on experience with PSA/ticketing platforms (ConnectWise experience will be considered an asset), and other RMM tools.

Technical & Strategic Proficiency

• Deep understanding of ITIL principles and service desk best practices.
• Experience leading project-based process improvements with measurable service impact.
• Ability to balance day-to-day operations with long-term strategic initiatives.

Communication & Leadership Style

• Strong communicator and effective escalation handler, with client-facing experience.
• Coaching-oriented leadership style focused on trust, accountability, and continuous improvement.
• High emotional intelligence and adaptability in fast-paced, dynamic environments.

Core Responsibilities

Leadership & Operational Management

• Lead, mentor, and develop a high-performing Managed Services team focused on continuous learning and technical excellence.
• Oversee daily operations using dashboards, KPIs, and SLA tracking to ensure accountability and performance.
• Conduct regular 1:1s and performance reviews grounded in data, engagement, and outcomes.
• Manage team scheduling, equitable ticket distribution, and real-time service board activity.
• Champion the optimal use and evolution of the tool stack to support operational goals.

Customer-Centric Service Excellence

• Act as the most senior escalation point for complex client issues, ensuring timely and effective resolution.
• Monitor and manage SLAs, KPIs, and CSAT metrics to maintain high client satisfaction.
• Use data insights to identify service gaps and address recurring issues proactively.
• Build strong client relationships through regular service reviews and strategic communication.

Process Improvement & SOP Development

• Lead the development, documentation, and continual improvement of SOPs to support standardization and scalability.
• Trains and coaches team members on standard operating procedures and the company’s customer service philosophy while developing and maintaining comprehensive playbooks that document company processes, client environment details, and technical standards—ensuring consistent training, high-quality service delivery, and scalable growth.
• Use operational analytics to identify inefficiencies and drive structured process enhancements.
• Implement automation and workflow improvements that boost team efficiency and service reliability.
• Promote a culture of process ownership and documentation discipline.

Project Management, Compliance & Strategic Execution

• Oversee internal initiatives that enhance service performance, including process redesigns, tooling upgrades, and team initiatives
• Support resource planning, budgeting, and roadmap execution alongside the COO.
• Identify and address skill gaps through hiring, training, and cross-functional development.
• Oversee the client compliance need and strategy.

Key Performance Targets

• Technician Utilization: 80%+
• SLA Compliance: 95%+
• Weekly Ticket Resolution: Aim for 100% closure by week's end
• CSAT Scores: Maintain an average CSAT of 90% or higher; Variance across client accounts should not exceed ±5% from the overall average.
• Playbook Development: Ensure baseline documentation is created and maintained for all client environments, with measurable completion targets to be discussed and decided upon.
• SOP Documentation & Training: Develop and maintain playbooks covering core processes (service delivery, escalation, client onboarding/offboarding, patching, backup, security protocols, etc.), and ensure staff are trained to follow them consistently. Measurable completion targets to be discussed and decided upon.
• Process Improvements: Launch 1+ impactful initiative per quarter based on trends, diagnosing root causes, and implementing effective solutions,
• Team Engagement & Retention: Low staff turnover – i.e. industry standard benchmark, strong morale boosting strategy.
• Reporting: Deliver actionable weekly/monthly performance dashboards.

Job Type: Full-time

Pay: From $95,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Tell us about your IT Project Management experience
• Tell us about your experience with Compliance within the MSP environment.
• What is your salary requirement? Responses like "negotiable" or "market rate" will not be accepted, and as such, you must respond with a number or pay range.
• Are you highly proficient in ConnectWise Manage?
• Are you highly proficient in IT Glue?

Education:

• Bachelor's (Preferred)

Experience:

• IT Service Delivery within an MSP: 8 years (Required)
• Leading IT Teams within an MSP: 4 years (Required)

Ability to Relocate:

• Puyallup, WA 98374: Relocate before starting work (Required)

Work Location: In person