Operations & Service Delivery Manager

The IT Operations & Service Delivery Manager is responsible for ensuring consistent, high quality delivery of managed IT services provided to all 70+ customers. This role bridges technical execution, client relationships, contracts, vendors, and internal operations to ensure services are delivered efficiently, profitably, and in alignment with client expectations.
Onsite expectations are preferably 4 days a week. Some flexibility will be permitted as needed for the onsite requirements. This will ensure proper escalations with team and customers are met with the technicians. Schedules for the field technicians are handled and coordinated with efficiency for job locations and priority.
Key Responsibilities
Service Delivery & Operational Management
• Ensure IT service delivery aligns with contractual commitments and operational standards.
• Establish and maintain operational procedures, documentation standards, and service workflows.
• Identify opportunities to improve service quality, consistency, and operational efficiency through standardization and automation.
Client Relationship Management
• Act as a primary point of contact for operational and service related client needs.
• Build and maintain strong, long term client relationships focused on trust and value delivery.
• Lead regular service reviews with customers, addressing performance, risks, and improvement opportunities.
• Partner with leadership to align service delivery with client business goals.
Contract & Service Management
• Manage managed services agreements, statements of work, and service contracts.
• Ensure services delivered remain within agreed scope and pricing structures.
Billing & Financial Coordination
• Review service usage, licensing allocations, and workstation reporting to support accurate invoices.
• Assist leadership with pricing strategy, margin analysis, and cost optimization initiatives.
Vendor & Technology Partner Management
• Manage relationships with technology vendors, distributors, and service providers.
• Evaluate vendors based on reliability, cost, security posture, and service alignment.
• Coordinate vendor escalations, support cases, and technical engagements as needed.
• Track emerging technologies and vendor offerings to improve service delivery and competitiveness.
Team Support & Enablement
• Ensure staff follow established standards, procedures, and best practices.
• Promote consistency in service delivery across all client environments.
• Collaborate with leadership to identify training needs and operational gaps.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Experience Overseeing day to day delivery of managed services across client environments.
Ensuring timely resolution of all tickets and issues with technicians. Escalate to leadership as needed to remove blockers or find solutions
Experience overseeing contract renewals, amendments, and scope changes.
Experience ensuring accurate billing for managed services, recurring services, and licensing.
Experience providing guidance and mentorship to staff.
80-110k per year annual salary. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.