Services Delivery Manager (55004)

The Services Delivery Manager is responsible for the end-to-end delivery of Abel Solutions' Managed IT Services and Cybersecurity Operations, ensuring exceptional client satisfaction, proactive service delivery, and operational excellence. This role manages a team of helpdesk technicians, systems operations engineers, and security operations analysts while serving as the primary operational interface with clients to ensure their evolving business needs are met.

The position requires a unique blend of technical depth, operational management expertise, and client relationship skills. The successful candidate will transform service delivery from reactive to proactive, building lasting client relationships while ensuring the team delivers high-quality, efficient services that drive client retention and growth.

The ideal candidate will possess a variety of technical skills and effectively leverage a team of subject matter experts in cybersecurity, network operations, compliance, and business development. This collaborative structure enables the role to focus on service delivery execution, personnel management, and client support while coordinating with experts for specialized technical depth. Many clients operate in regulated or government-secure environments (including CUI and CMMC-driven requirements), so experience delivering services in Microsoft 365 GCC/GCC High and/or Azure Government, and supporting secure virtual desktop solutions, is highly desirable.
 

This is a hybrid management and delivery role with targeted 40–50% billable utilization through project management, client onboarding, and high-value service delivery activities.

Location:  This is a hybrid role with flexibility; Atlanta area presence required for some client meetings.

Responsibilities:

Billable Project Delivery (40–50%)
•    Manage monthly recurring services including IT operations support, network operations management and monitoring, and security operations management and monitoring.
•    Act as project manager for client initiatives, ensuring on-time, on-budget completion and alignment with technical best practices.
•    Deliver technical support to customers and team members across required technical expertise areas.
•    Present findings and recommendations to client leadership and ensure accurate tracking of billable time.
•    Design technical solutions for client requirements, create detailed project plans, cost estimates, and statements of work.
•    Allocate team resources, coordinate deliverables, review technical work, and ensure quality standards are met.

Service Delivery Management & Operations (20%)
•    Oversee daily operations of Managed IT Services and Cybersecurity Operations.
•    Ensure SLAs are consistently met or exceeded.
•    Monitor and report on service delivery metrics and implement process improvements.
•    Manage escalations and ensure rapid resolution of critical issues.
•    Align service delivery processes with client regulatory and contractual requirements.

Client Relationship Management (10%)
•    Conduct regular business reviews and serve as the primary operational point of contact.
•    Build trusted advisor relationships with client IT leaders and executives.
•    Monitor client satisfaction, address concerns proactively, and identify at-risk accounts.
•    Identify opportunities for service expansion and collaborate with business development teams.

Team Leadership & Development (15%)
•    Directly manage 7–8 technical contributors across Helpdesk, SysOps, and SecOps.
•    Conduct regular 1-on-1s, performance reviews, and career development planning.
•    Foster a culture of accountability, collaboration, and continuous improvement.
•    Provide technical guidance and mentorship to team members.

Continuous Improvement & Operations (5%)
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