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The Client Experience & Service Delivery Manager owns the quality, consistency, and reliability of Accellis service delivery across both Service Desk and Dedicated IT clients. This role ensures tickets and client requests move efficiently, SLAs are met, client communication is clear, and client satisfaction remains high.

This role prioritizes the experience of each end user and works to build the overall relationship Accellis has with its clients.

Core Responsibilities

Service Delivery Oversight

• Own day‐to‐day service delivery across:
• • Service Desk technicians
  • Dedicated IT technicians supporting client environments onsite or remotely
• Ensure tickets are:
• • Properly prioritized and categorized
  • Actively progressing each business day and resolving as quickly as possible
  • Resolved within SLA commitments
  • Assigned to the right engineer for fastest resolution
• Monitor ticket queues, aging, and workload distribution
• Intervene on stalled, aging, or high‐risk tickets
• Ensure VIP ticket handling procedures are followed
• Authority to reprioritize tickets
• Authority to pull engineers into escalations
• Authority to enforce service standards

Client Experience & Dedicated IT Engagement

• Own client satisfaction outcomes (CSAT) across all service models
• Actively engage Dedicated IT clients, including:
• • Periodic check‐ins with key contacts
  • Outreach on service concerns, escalations, or negative CSAT
  • Reinforcing expectations and confidence in service delivery
• Ensure clients understand ticket status, next steps, and timelines
• Serve as the escalation owner for service delivery issues

KPIs & Performance Management

• Own and review service KPIs, including:
• • SLA performance
  • Ticket aging and backlog
  • CSAT trends
• Use KPI data to identify service risks and improvement opportunities
• Lead service board and performance review discussions

Automation & Ticket Reduction

• Partner with the Technical Platform Manager to:
• • Identify high‐volume or repeatable ticket patterns
  • Recommend automation and process improvements
• Track service improvements and ticket reduction resulting from automation

Operational Leadership

• Provide operational oversight for Service Desk and Dedicated IT technicians
• Facilitate service and team review meetings
• Review time sheets and PTO requests

Measures of Success

• Maximize client retention and prioritize the experience of working with Accellis
• SLA targets consistently met or exceeded
• Positive CSAT trends across both Service Desk and Dedicated IT clients
• Reduced ticket aging and backlog
• High confidence and satisfaction from Dedicated IT clients
• Measurable ticket reduction through automation and improved workflows
• Reduced service escalations

Requirements for the role

Experience

• 2+ years in an MSP leadership role, such as Service Desk Lead, Service Delivery Manager, or Technical Account Manager, with accountability for outcomes (SLA, CSAT, backlog)
• Proven experience managing ticket queues, SLAs, escalations, and cross-team workflow in a high-volume environment

Client & Communication Skills

• Demonstrated ability to own client relationships during escalations, communicate clearly under pressure, and rebuild client confidence after service issues
• Comfortable presenting service performance and trends (KPIs, CSAT, ticket aging) to internal leadership and, when appropriate, to clients.

Operational & Analytical Skills

• Strong working knowledge of PSA / ticketing tools (ConnectWise, Autotask, Halo, etc.) and service desk metrics
• Ability to analyze trends and drive continuous improvement through process changes, automation, or workflow redesign (not just report on problems)

Education / Certifications (Preferred, not required)

• ITIL Foundation or equivalent service management training preferred but not required
• Bachelor’s degree or equivalent professional experience