Job Description

Job Description

Proda Technology is a dynamic and fast-growing Managed IT and Security Services Provider headquartered in Atlanta, GA. For over 14 years, we’ve partnered with organizations to deliver strategic technology solutions that create lasting impact. We’re proud to be recognized as a 2025 Top 25 Small Business for the fourth consecutive year and the 2022 Woman-Owned Business of the Year by the Cobb Chamber of Commerce. Proda Technology is a great opportunity to be part of an innovative and fast-growing company with unique roots. Our Niche is creating a unique culture that fosters the best in our people. Our Vision is to drive client success through strategic technology partnerships and solutions. Our core values are what will get us there: lead with soul, have fun, adapt and evolve, be resourceful, and commitment to people. If this is motivating for you, then we invite you to apply for this opportunity

The Service Delivery Manager is a key member of the Service Delivery Department Leadership team. Under the supervision of the Director of IT Operations, this role is responsible for managing a team of Systems Administrators, Systems Engineers, and Service Desk Lead(s). The Service Delivery Manager ensures operational excellence across service delivery functions, drives continuous improvement, and fosters a high-performing team culture aligned with Proda’s core values. This position plays a critical role in maintaining high-quality client service, optimizing internal processes, and supporting strategic initiatives. The Service Delivery Manager actively participates in EOS (Entrepreneurial Operating System) practices, including departmental Level 10 meetings, Same Page meetings, quarterly Rocks, and scorecard accountability. While primarily a leadership role, the Service Delivery Manager should maintain a strong technical understanding of modern IT infrastructure, security, and cloud environments to effectively guide team decisions and client outcomes. Through strong leadership, collaboration, and a commitment to service excellence, this role helps ensure that Proda’s technical teams deliver consistent, reliable, and impactful support to our clients

Duties and Responsibilities

Department Leadership and Strategic Alignment

• Lead, mentor, and develop the Service Delivery team, fostering a culture of excellence, engagement, and accountability.
• Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.
• Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.
• Own and drive departmental Rocks (quarterly goals), ensuring progress and completion.
• Develop and implement service delivery strategies, policies, and procedures to optimize efficiency and client satisfaction.
• Oversee workflow management, SLA compliance, ticket assignment, and resource allocation.
• Analyze service metrics and KPIs, identify trends, and recommend improvements.

Operational Excellence and Quality Assurance

• Ensure consistent delivery of high-quality IT support and managed services.
• Monitor performance against service level targets and proactively address missed SLAs.
• Oversee incident, problem, and escalation management processes.
• Drive tactical and strategic resource planning for technicians and field support.
• Ensure compliance with company policies, procedures, and standards.
• Maintain and report on departmental scorecard metrics to ensure visibility and accountability.

Client Success and Relationship Management

• Build and maintain strong client relationships, acting as a senior point of contact for escalations and service reviews.
• Support client onboarding and ensure seamless transition into service delivery.
• Conduct regular client meetings, gather feedback, and drive continuous improvement.
• Communicate service issues, changes, and resolutions to clients in a timely and professional manner.

Team Development & Engagement

• Provide leadership, coaching, and performance management for the service delivery team.
• Coordinate training, certification planning, and professional development.
• Forecast hiring needs and participate in recruitment and onboarding.
• Promote team building and engagement activities in collaboration with the Office Manager.
• Ensure the team is aligned with company vision, values, and strategic goals through EOS tools and practices.

Reporting & Documentation

• Prepare and present regular reports on service delivery performance and budget.
• Maintain accurate documentation of processes, procedures, and system configurations.

Knowledge, Skills, and Qualification Requirements

• Understand and consistently act in accordance with the company core values
• 4-year bachelor’s degree or equivalent professional experience.
• Minimum 3 years of experience managing or mentoring IT service delivery teams, preferably within an MSP environment.
• 5+ years of hands-on IT service delivery experience.
• Strong leadership and communication skills with proven ability to develop high-performing teams.
• Demonstrated success implementing Microsoft technologies (Solutions Consultant, Project Management, Implementation Consultant).
• Project Management experience preferred.
• Professional Certifications, such as HDI, ITIL, SDI, PMI
• Experience with Autotask, Datto RMM, and other key MSP platforms.
• Strong knowledge of IT applications, processes, software, and IT equipment.
• Exceptional interpersonal, communication and relationship building skills.
• Strong problem solving and conflict resolution skills.
• Ability to thrive in a fast-paced environment and meet deadlines.
• Excellent time management/organization skills with attention to detail and the ability to handle multiple tasks simultaneously.
• Experience with EOS or similar business operating systems preferred.

Working Conditions

The majority of work will be performed from Proda Technology headquarters. Occasional travel to client locations and on-call rotations will be required. Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other technology equipment as required up to 30lbs. Most work hours will be spent seated at a computer monitor using a mouse and keyboard.

Benefits:

• 401(k), 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

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