{"id":3912006,"url":"https://alion.io/job/twonice-it-service-delivery-manager","title":"IT Service Delivery Manager","company":{"id":4471063,"name":"#twiceasnice Recruiting","domain":"twonice.com","url":"https://alion.io/company/twonice","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Deerfield Beach, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-07T08:17:48Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-12T14:03:59Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"IT Service Delivery Manager\nLocation: Near Deerfield Beach, FL\nSalary: $100,000-$115,000\nBenefits: Medical, Vision, 401k with 4% matching, Holidays, PTO\nJob Type: Full-Time\nTypical Hours: M-F, 8:00 AM - 5:00 PM\nTravel: Local day trips to client sites throughout the Greater Fort Lauderdale area,initially 3-4 days per week, decreasing to 1-2 days per week as you become more established in the role\nSponsorship is not available\nIT Service Delivery Manager (MSP Exp. Req.) Description\nOur client, an established MSP near Deerfield Beach, Florida, is seeking an experienced IT Service Manager to help strengthen and grow its technical services team of ten. This is a great opportunity for someone who wants to make a meaningful impact on service delivery by building on existing processes, introducing new standards, and finding better ways to track performance and improve efficiency. You'll be leading an experienced team of technicians and engineers with established MSP backgrounds, so the focus is on providing the structure, support, and direction they need to perform at their best. While you'll need the technical credibility to guide the team and support escalations, the primary focus is on developing people, improving operations, and creating more consistent service delivery as the business grows. The ideal candidate brings a strong technical background and the leadership experience to foster a culture of accountability, approachability, and shared goals. They're looking for someone who can bring ideas and a plan to put them into action, while working closely with the executive team to ensure alignment and support. With more than 25 years in business and a loyal base of long-standing clients, the company offers a stable environment where you can make the role your own and have a real influence on how things are done.\nIT Service Delivery Manager (MSP Exp. Req.) Responsibilities\nLead service desk technicians and engineers (~10), holding them accountable for performance\nOversee daily ticket intake, triage, dispatch, prioritization, escalation, and closure\nManage scheduling, workload distribution, and service desk coverage\nMonitor SLA compliance, ticket aging, backlog, and response and resolution times\nTrack productivity, time entry, ticket quality, and customer satisfaction\nProduce regular KPI reports and recommend improvements based on performance data\nDevelop and implement SOPs, escalation procedures, and consistent service delivery standards\nAddress escalated technical issues, major incidents, and client service concerns\nConduct one-on-ones, performance reviews, and ongoing technician development\nImprove new hire onboarding, training materials, and documentation in collaboration with leadership\nLead by example and foster an approachable, collaborative team environment\nIT Service Delivery Manager (MSP Exp. Req.) Qualifications\n5+ years of experience working within an MSP environment required\nPeople leadership experience required, including coaching, developing, and holding technical support teams accountable for performance\nStrong technical background across Microsoft 365, help desk support, server administration, and network administration required\nMetrics-driven approach to team performance, with experience developing KPIs, improving SOPs, and monitoring SLA compliance","description_format":"text","description_chars":3320,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":10,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Health & Medical Electronics","Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-11-07T08:17:48Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.542,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["conf:3","agency","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":115000,"is_top_pay":false},"html_url":"https://alion.io/job/twonice-it-service-delivery-manager","json_url":"https://alion.io/job/twonice-it-service-delivery-manager.json","meta":{"generated_at":"2026-11-12T14:59:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31204,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4471063},"rest":"https://alion.io/mcp/rest/get_company?id=4471063"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftwonice-it-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftwonice-it-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftwonice-it-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/twonice-it-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftwonice-it-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3912006}},{"tool":"search_jobs","arguments":{"company":"twonice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3912006},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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