Senior Service Delivery Manager at FOCUS SOLUTIONS GROUP INC – Remote, Illinois

Job Title: Senior Service Delivery Manager

Job Type: Full Time

Job Classification: Exempt, salary

Job Location: Remote

Compensation: $150,000-$175,0000 per year

Reports to: Chief Operating Officer/President

Focus Solutions is a leading healthcare IT company dedicated to providing a comprehensive technology platform tailored to meet the needs of healthcare practices. We integrate fragmented technologies into a seamless, intuitive technology ecosystem to enhance clinical and operational efficiency.

We foster a collaborative, inclusive work culture, and our organization is experiencing rapid growth. We’re looking for candidates eager to grow with us. As a fully remote company, we offer flexibility and work-life balance while maintaining a strong sense of teamwork and connection.

About the Role

The Senior Service Delivery Manager (SSDM) is responsible for ensuring the consistent, high-quality delivery of IT managed services to assigned clients in accordance with contractual obligations, SLAs, and business objectives. This role serves as the primary operational liaison between clients and internal service teams, owning service performance, client satisfaction, escalation management, and continuous service improvement.

The SSDM blends technical understanding, operational discipline, and customer relationship management to drive service excellence, reduce risk, and increase client retention and value.

Key Responsibilities

• Service Delivery & Operations
  1. Own end-to-end service delivery for managed services clients
  2. Ensure compliance with SLAs, KPIs, and contractual service obligations
  3. Monitor service performance metrics including:
     • Ticket volumes and resolution times
     • SLA attainment
     • Incident and problem trends
     • Root cause analysis outcomes
  4. Coordinate internal teams (Tier 1–3 support, NOC, SOC, project teams) to meet service commitments
  5. Identify and mitigate service delivery risks before they impact clients
• Client Relationship Management
  1. Serve as the primary point of contact for operational service matters
  2. Lead executive-level service reviews (QBRs / EBRs), including:
     • SLA and KPI performance
     • Incident and escalation trends
     • Security posture and risk (where applicable)
     • Strategic recommendations and roadmaps
  3. Manage client expectations and communicate service status clearly and professionally
  4. Drive customer satisfaction, retention, and account stability
  5. Support account expansion by identifying service gaps, risks, and improvement opportunities
• Escalation & Incident Management
  1. Act as the final escalation authority for critical incidents and service delivery failures
  2. Lead major incident response coordination and stakeholder communication
  3. Ensure clear ownership, timelines, and resolution during high-impact events
  4. Oversee post-incident reviews and corrective action plans
  5. Reduce recurring incidents through root cause analysis and systemic improvements
• Leadership & Mentorship
  1. Mentor and coach technical staff members and service team leads
  2. Establish best practices for service delivery, client communication, and escalation handling
  3. Provide input into staffing models, workload balancing, and service coverage strategies
  4. Support onboarding of new SDMs and complex client transitions
  5. Act as a role model for accountability, professionalism, and customer-first mindset
• Continuous Improvement & Process Management
  1. Identify recurring service issues and implement corrective and preventative actions
  2. Improve operational processes, documentation, and service workflows
  3. Collaborate with leadership to refine service delivery models, tools, and standards
  4. Support onboarding of new clients and transitions between MSPs
  5. Ensure services align with best practices (ITIL-aligned service management preferred)

Requirements

• 7+ years of experience in IT managed services or IT operations
• 5+ years in a service delivery, service management, or client-facing operational role
• Demonstrated experience managing complex, multi-site, or regulated client environments
• Strong understanding of MSP environments, including:
  • Ticketing systems and workflows
  • SLAs and service contracts
  • Escalation management
  • IT infrastructure fundamentals (networks, servers, cloud, security)
• Proven ability to manage multiple clients and priorities simultaneously
• Excellent communication and client-facing skills
• Experience with MSP tools (ConnectWise)

Preferred Skills

• ITIL Foundation or higher (Intermediate / Managing Professional preferred)
• Experience supporting regulated environment (Healthcare)
• Knowledge of cybersecurity frameworks and managed security services (vCISO, SOC, MDR)
• Experience working with project delivery and professional services teams, in addition to sales and account management teams

Core Competencies

• Service ownership and accountability
• Client relationship management
• Incident and escalation leadership
• Data-driven decision making
• Operational discipline and follow-through
• Clear written and verbal communication
• Calm leadership under pressure

Success Metrics

• Consistent SLA and KPI performance across key accounts
• Reduction in escalations and repeat incidents
• Client satisfaction, retention, and expansion
• Effectiveness of major incident handling and communication
• Maturity and performance improvement of service delivery teams
• Adoption of standardized service delivery practices

• Competitive pay commensurate with experience.
• Fully remote work environment with flexibility.
• Robust health benefits package and 401(k) with company match
• Generous paid time off policy.
• Professional growth opportunities, including training and development.
• Opportunities to receive bonuses for new employee referrals and Microsoft Solutions Partner Certifications
• A supportive, inclusive, and fun work culture that encourages collaboration and innovation.

If you are an experienced IT service delivery professional skilled in managing complex client environments and leading escalations, we’d love to hear from you! To apply for the Senior Service Delivery Manager position at Focus Solutions, please complete an application, and submit your resume and cover letter highlighting your qualifications and relevant experience. We look forward to your application!

Focus Solutions is an equal opportunity employer and will consider all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.