IT Service Delivery Manager
Role details
Job location
Tech stack
Job description
Pinnacle Staffing Group is seeking a Technical Service Delivery Manager for a direct hire opportunity with our client located in Mesa, AZ. This hybrid role will oversee IT service performance across managed service providers and ensure consistent, secure, and high-quality IT operations across multiple locations.
This position is ideal for an experienced IT professional who combines technical expertise with vendor management and service delivery governance in a modern, cloud-first environment.
Role Summary
The Technical Service Delivery Manager is responsible for overseeing and governing IT service performance across managed service providers (MSPs/MSSPs). This role serves as the internal escalation authority and operational owner of outsourced IT services, ensuring SLA adherence, service quality, and consistent delivery standards.
The manager will partner closely with the Head of IT and IT Operations leadership to drive vendor accountability, manage escalations, oversee service performance reporting, and validate technical change management initiatives.
Key Responsibilities Service Delivery & Escalation Governance
- Serve as the primary internal escalation point for Priority 1 and Priority 2 incidents impacting business operations.
- Coordinate incident response between internal teams and managed service providers.
- Lead post-incident reviews and root cause analysis to identify corrective actions and prevent recurrence.
- Maintain escalation logs, performance dashboards, and SLA compliance reporting.
- Identify recurring service gaps and drive continuous improvement initiatives across vendors.
Vendor Performance & MSSP Governance
- Lead operational cadence meetings including weekly operational reviews, monthly service reviews, and quarterly business reviews.
- Maintain vendor scorecards and service dashboards to track SLA adherence and service performance.
- Review Statements of Work (SOWs), contracts, and service scopes to ensure alignment and cost control.
- Escalate service issues and coordinate remediation plans with IT leadership.
- Partner with IT and finance teams to monitor service utilization and vendor performance trends.
Technical Oversight & Change Management
- Review and validate technical changes proposed by service providers to ensure alignment with security, compliance, and architecture standards.
- Provide oversight of key technology environments including:
- Microsoft 365 and Entra ID
- Intune endpoint management and compliance
- Network and firewall change control
- Identity and access management processes
- Ensure patching, firmware updates, and infrastructure maintenance meet agreed service standards.
Operational Reporting & Continuous Improvement
- Develop executive-ready service delivery reports summarizing performance metrics and improvement initiatives.
- Analyze ticket trends, escalation patterns, and vendor response data to identify optimization opportunities.
- Recommend process improvements, automation initiatives, and governance enhancements to strengthen operational maturity.
- Support regulatory and compliance initiatives by ensuring service processes meet documented security standards.
Requirements
- 5-8 years of experience in IT operations, service delivery, or infrastructure engineering
- Bachelor's degree in Information Technology, Computer Science, or equivalent experience
- Experience managing MSP/MSSP relationships and vendor performance
- Strong knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Teams, security posture)
- Hands-on familiarity with Intune / Endpoint Management including device compliance and conditional access
- Understanding of networking fundamentals (switching, routing, VPN, firewalls, SD-WAN)
- Experience leading incident management and root cause analysis
- Experience managing SLA reporting, vendor scorecards, and operational review meetings
- Strong analytical, documentation, and reporting skills
- Excellent communication and vendor negotiation abilities
Requirements:
- Hybrid schedule with onsite presence in the Mesa office during core business hours
- Ability to travel up to 10% to other locations as needed
- Occasional after-hours availability during Priority 2 incidents or major service disruptions, * How many years of experience do you have in IT operations, service delivery, or infrastructure engineering?
- Have you previously managed MSP/MSSP relationships? If so, please describe the scope and size of the environment.
- Do you have hands-on experience with network fundamentals such as switching, routing, VPNs, firewalls, or SD-WAN?
- What is your experience creating and maintaining SLA reports, vendor scorecards, or operational dashboards?
- Have you led incident management or post-incident reviews? Can you give an example of a time you resolved a critical incident?
- Are you able to work occasional after-hours to respond to Priority 2 incidents or major service disruptions?
- Are you able to work hybrid in Mesa, AZ, with occasional travel up to 10%?
- Are you legally authorized to work in the U.S. without sponsorship?
Benefits & conditions
3.13.1 out of 5 stars Mesa, AZ 85201 Hybrid work $105,000 a year - Full-time, Pulled from the full job description
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
- Dental insurance
- Flexible schedule, * 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance