Service Delivery Manager (Modern Work)

This is a Fully Remote Job
1. About Our Client:
The organization operates in the IT managed services sector, focusing on delivering Modern Work solutions based on Microsoft 365 technologies. It addresses challenges related to service consistency, security compliance, and client satisfaction in managed IT environments. The company provides scalable and compliant managed services that align with industry standards such as Zero Trust and frameworks including NIST, SOC 2, HIPAA, GLBA, and GDPR.
2. About the Opportunity:
The Service Delivery Manager (Modern Work) leads and evolves the managed Modern Work service offering within the organization. This role ensures high-quality, scalable, and compliant service delivery that meets client needs and business goals. The position combines technical leadership with operational management to drive client satisfaction, service performance, and strategic growth.
3. Responsibilities:
Own and continuously improve the Modern Work service lifecycle and frameworks.
Ensure services comply with Microsoft best practices and security/compliance standards.
Translate business objectives into scalable service designs balancing quality, client experience, and margin.
Provide technical leadership for Microsoft 365 Modern Work services and governance of related platforms.
Manage day-to-day service delivery, monitor performance metrics, and handle escalations.
Lead client engagements as a trusted advisor, supporting sales and retention efforts.
Lead and develop the Modern Work engineering team, including coaching and capacity planning.
Support financial accountability by improving service margin, efficiency, and scalability.
4. Requirements:
Bachelor’s degree in IT, Business, or related field, or equivalent experience.
Minimum of 5 years in IT service delivery, Modern Work, or managed services.
Proven leadership of technical teams and managed service offerings.
Advanced knowledge of Microsoft 365 administration and licensing.
Experience with compliance frameworks such as NIST, SOC 2, HIPAA, GLBA, GDPR.
Familiarity with MSP tools like ConnectWise and Nerdio.
Strong process design, documentation, and KPI management skills.
Excellent communication and leadership abilities.
5. Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
No