Service Delivery Manager

At Coretelligent, we take ownership of the technology our clients rely on every day. We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence. Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust. We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here What We’re Looking For At Coretelligent, our Service Delivery Managers are strategic partners who ensure clients receive exceptional service, proactive guidance, and measurable value from their managed services investment. As the primary post-sale relationship owner, you'll serve as the operational quarterback for an assigned portfolio of clients, partnering across service delivery, engineering, security, projects, and leadership to deliver a seamless client experience. This role blends client relationship management, operational oversight, and strategic planning. You'll monitor account health, lead service reviews, manage escalations, identify opportunities for continuous improvement, and drive long-term client retention while ensuring contracted services are delivered effectively. The ideal candidate understands the pace and complexity of an MSP environment, communicates confidently with both technical and executive stakeholders, and enjoys solving problems through collaboration, accountability, and proactive client engagement. Remote (U.S) | Exempt | Reports to Manager, Service Delivery What You’ll Do: • Serve as the primary post-sale relationship owner for an assigned portfolio of managed services clients, building trusted relationships across technical and executive stakeholders. • Own the overall client experience by coordinating across Service Desk, Engineering, Projects, CoreArmor, Field Services, and other internal teams to ensure successful service delivery. • Develop and maintain Client Health Plans, account roadmaps, and ongoing service strategies that improve client outcomes and strengthen long-term partnerships. • Monitor account health through ticket trends, service metrics, escalations, client feedback, and operational dashboards to proactively identify risks and opportunities. • Lead recurring service reviews, executive business reviews, and strategic planning conversations aligned to each client's business objectives. • Own service escalations from initiation through resolution, ensuring timely communication, clear expectations, and successful outcomes. • Review client environments to identify operational improvements, technology recommendations, service enhancements, and opportunities to expand the value Coretelligent delivers. • Partner with leadership to develop retention strategies, recovery plans for at-risk accounts, and continuous improvement initiatives across the client portfolio. • Ensure contracted services are delivered in alignment with Statements of Work (SOWs), service level agreements (SLAs), and client expectations. • Maintain accurate account documentation, health plans, reporting, and client activity within ServiceNow, CRM, and other operational platforms. • Contribute to process improvements, documentation standards, and operational bes