Manager Service Delivery

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact

As a Manager, Service Delivery, you’ll lead a team of Service Desk and Field Operations professionals who are responsible for delivering exceptional experience to a dedicated group of clients. You’ll have the ownership and autonomy to shape how your team operates, anticipate client needs, and turn challenges into better outcomes.

You’ll balance people, service, and business performance, making sure your team has the right capacity to deliver while using data to understand what’s working and where there’s room to improve. Just as importantly, you’ll coach and develop your team members, helping them grow while raising the bar for the service your clients receive.

Success in this role isn’t just about keeping work moving. It’s about building a strong team, earning client trust, and delivering results you can see and measure.

Location and work expectations

• This is a remote position; however, team members should be willing and able to travel 5-10% of the time, as necessary.
• To best support our clients and team, this role is open only to candidates who are physically located in the greater Chicagoland area.

What you will be doing

Own the client experience

• Own service delivery outcomes for a named set of clients in your market, and maintain direct, ongoing relationships with them.

• Serve as the standing escalation point for service delivery, especially for at-risk and strategic accounts.

• Own major client-impacting incidents end to end, including the client conversation, root cause, and corrective action through to closure.

• Partner with Account Managers and Client Success on account health, renewal risk, and service reviews.

Lead and grow the team

• Lead a pod of typically 7–10 team members spanning Service Desk Technician I–III (Tier 1–3), Systems Administrator, and Systems Engineer roles, including Field Operations staff.

• Coach each technician through a personal growth plan, using Ntiva's structured development framework.

• Spot who's ready for the next step and champion their promotion.

• Set clear expectations and hold people accountable, coaching first and escalating formal action when required.

Design the coverage

• Own your pod’s coverage design: which hours, days, and geographies are covered, by whom, and who backs them up.

• Build backup into every shift and client site, so coverage never depends on a single person.

• Run weekend, holiday, and shoulder-hour coverage as a documented rota, and escalate gaps before a client is exposed to them.

• Direct work, prioritization, and dispatch for the pod, balancing scheduled onsite field work against reactive demand.

Manage capacity like a business

• Understand your pod’s demand — volume, mix, effort per ticket — and plan delivery capacity against it.

• Manage utilization to a healthy, sustainable band and flag capacity risk early, with numbers.

• Make the case for new or backfilled roles with data, weighing options like process change, automation, and reallocation alongside hiring.

Deliver to the numbers

• Be directly accountable for your pod scorecard: CSAT, survey response rate, kill rate and backlog, SLO attainment (response, resolution plan, and resolution), and phone metrics.

• Improve first-contact resolution and Tier 1 handle time to get the most from the team you have.

• Identify recurring issues and drive permanent fixes rather than repeat remediation.

• Ensure ticket data is complete and accurate, including time entry and priority coding, so your pod's work is visible and measurable.

Raise the bar

• Reinforce Ntiva’s values through daily actions and expectations.

• Contribute ideas for innovation and best practice across pod leadership, including automation and AI-assisted service delivery.

• Invest in your own growth and participate in company-wide initiatives.

You’ll be successful in this role if you bring

• 3+ years in a Managed Services Provider or comparable multi-client service delivery environment.

• 2+ years of direct people management including hiring, performance management, and development. Required for external candidates; internal candidates may substitute demonstrated team lead or escalation lead experience.

• A track record of improving service outcomes against defined measures.

• Working fluency with service delivery data, you can read a ticket or utilization report, question it, and build an argument from it. Comfort with PSA reporting (ConnectWise Manage) and BI dashboards is expected.

• Experience leading both remote and field-based technical staff, including scheduling and dispatch.

• Technical grounding equivalent to a strong Tier 2 technician, enough to judge the work, coach it, and sanity-check an escalation. Leadership, judgment, and communication weigh more heavily than the depth of technical expertise.

• Comfort delivering candid feedback and holding difficult conversations, with clients as well as with staff.

• ITIL 4 Foundation, or willingness to obtain it within the first six months.

Required language skills 

• Ability to communicate professionally, in English, both written and orally 
• Ability to write business correspondence and process procedures 
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public 

What success looks like

• CSAT at or above 95%, with follow-up on every piece of negative feedback.

• SLO attainment at or above 95% across response, resolution plan, and resolution — at every priority level.

• Kill rate at 100%, you close what arrives — with backlog stable or falling and aging tickets trending down.

• Phone answered fast and rarely abandoned, with ownership shared across all technician levels rather than concentrated in Tier 1.

• Reliable coverage that never depends on any one person.