Technology Delivery Owner

The Technology Delivery Owner ensures that all technology services, projects, renewals, and operational tasks are delivered on time and organized effectively.

This role owns the coordination and follow-through of technology delivery, ensuring technicians stay focused on technical work while operational items such as licensing, maintenance schedules, projects, and renewals are properly managed.

The Technology Delivery Owner ensures nothing falls through the cracks.

Core Accountabilities

1. Service Delivery Coordination

Ensure client work moves through the system efficiently and is completed on time.

Responsibilities include:

• Monitor service and project tickets for progress
• Ensure technicians have the information needed to complete work
• Follow up on overdue tickets or stalled projects
• Communicate delivery timelines when needed
• Escalate risks or delays to leadership

2. Project Coordination

Coordinate internal and client-facing technology projects.

Examples include:

• Client onboarding
• Hardware deployments
• Server or infrastructure upgrades
• Security implementations
• System migrations

Responsibilities include:

• Tracking milestones and timelines
• Coordinating technicians and vendors
• Confirming project scope before work begins
• Ensuring documentation is completed

3. Licensing, Warranty & Renewal Management

Maintain oversight of all technology licensing and vendor renewals.

Responsibilities include:

• Track software licenses and subscriptions
• Track hardware warranties
• Maintain vendor renewal calendars
• Coordinate renewal quotes and approvals
• Prevent lapses in coverage or service

Examples include:

• Microsoft licensing
• Firewall subscriptions
• Backup software
• Security platforms
• Hardware warranty renewals

4. Maintenance & Preventative Operations

Ensure recurring maintenance and operational tasks are tracked and completed.

Examples include:

• Backup reviews
• Security patch schedules
• Infrastructure maintenance tasks
• Hardware lifecycle tracking
• Documentation updates

5. Documentation & Operational Organization

Maintain accurate and organized operational documentation.

Responsibilities include:

• Maintain onboarding checklists
• Ensure tickets are documented correctly
• Maintain client runbooks
• Track operational procedures
• Improve processes when gaps are identified

6. Vendor & Client Coordination

Coordinate communication between technicians, vendors, and clients when necessary.

Responsibilities include:

• Scheduling vendor work
• Tracking hardware shipments
• Coordinating project schedules
• Ensuring clients are informed on delivery timelines

EOS Measurables (Scorecard)

The Technology Delivery Owner is accountable for maintaining the following weekly metrics:

Project Delivery

• 90%+ projects delivered on committed timeline
• Zero projects stalled due to lack of coordination

Licensing & Renewals

• 100% of licenses and subscriptions tracked
• 0 missed renewal dates

Operational Discipline

• 100% client onboarding checklists completed
• 100% of client documentation updated during onboarding

Maintenance Completion

• 95%+ scheduled maintenance tasks completed on time

Do you have experience in IT?, Organization

Ability to track many moving parts and keep work organized.

Follow-through

Strong discipline in ensuring tasks are completed and commitments are met.

Communication

Clear communication with technicians, vendors, and clients.

Problem Anticipation

Ability to identify risks and address issues before they become problems.

Process Thinking

Comfortable working within structured systems and improving them over time.

Required Experience

• 3+ years experience in IT services or MSP environment
• Experience coordinating technical work or projects
• Strong understanding of IT terminology and services
• Excellent organizational and documentation skills
• Strong written and verbal communication

Preferred Experience

• Experience with PSA tools (Autotask, ConnectWise, Halo)
• Licensing management experience
• Vendor coordination experience
• Basic project management background

GWC Alignment (EOS)

Gets It

Understands how MSP service delivery works and the importance of organization and follow-through.

Wants It

Enjoys coordinating work, organizing operations, and ensuring commitments are met.

Capacity to Do It

Able to manage multiple priorities, communicate clearly, and operate effectively in a fast-moving service environment.

$60,000 - $70,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance, * 401(k)
• Health insurance
• Paid time off
• Vision insurance