Service Delivery Manager
TLDR
Deliver an end-to-end customer experience across both NOC and Helpdesk by combining service governance, relationship management, and proactive success planning.
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
The Service Delivery Manager (SDM) delivers an end-to-end customer experience across both NOC and Helpdesk, combining service governance, relationship management, and proactive success planning to drive outcomes, reliability, and long-term partnership growth.
You serve as the primary operational contact for service health, escalations, adoption, retention, and customer success outcomes.
KEY RESPONSIBILITIES
1. Customer Success & Relationship Management
- Own customer satisfaction, retention, and value realization.
- Lead Monthly/Quarterly service reviews with MSP owners/CIOs and decision-makers.
- Drive proactive communication, sentiment tracking, and expectation alignment.
- Identify upsell/cross-sell opportunities with the Account Manager.
- Own churn prevention and risk management; maintain RAG account health.
2. Unified Service Delivery Ownership (NOC + Helpdesk)
- Own end-to-end delivery across Helpdesk and NOC, from request/alert through resolution and post-incident follow-up.
- Maintain ticket/incident lifecycle health: response times, communication quality, escalation accuracy, and resolution effectiveness.
- Ensure performance to SLAs/SLOs and key KPIs (e.g., FCR, TTR, SLA adherence) across both service lines.
- Govern monitoring and operations (alert triage, patching, backup, AV/AM) and ensure Helpdesk queue hygiene and productivity.
- Track trends via unified dashboards (ticket flow, incidents, alert volumes, patch/backup health); validate tooling/RMM performance and surface systemic risks.
- Partner with Helpdesk leadership and NOC engineering on RCA, critical-incident communications, corrective actions, and continuous improvement.
3. Unified Operational Governance
- Run unified operating cadences across Helpdesk + NOC.
- Own escalation governance: tracking, RCA follow-through, and customer communications.
- Maintain CRM/SFDC data accuracy and integrity.
- Ensure compliance with contractual SLAs/SLOs and KPIs.
- Lead cross-functional escalations with Engineering, Deployment, AM, Billing, Sales, and Support.
4. Onboarding & Adoption
- Own onboarding for new unified (NOC + Helpdesk) customers.
- Ensure a smooth handoff from Sales to Delivery.
- Validate prerequisites (RMM access, credentials, documentation, and KB alignment).
- Enable customers on how to engage Helpdesk/NOC effectively (channels, expectations, escalation paths).
- Track onboarding milestones, adoption, and outcomes.
5. Reporting & Analytics
- Deliver monthly performance reporting across both service lines.
- Summarize service quality, incident trends, compliance, RCA themes, and usage analytics.
- Present KPI dashboards and prioritized improvement opportunities.
- Partner with data/BI resources to improve operational insights.
REQUIRED SKILLS & EXPERIENCE
Technical Skills
- Monitoring/RMM: Datto RMM, VSA, VSA X
- Ticketing/PSA: Autotask, Salesforce, PSAs
- Working knowledge of patching, backup, AV/AM, servers/workstations, and networking
- Incident lifecycle and major-incident management fundamentals
- Basic OS/network/endpoint troubleshooting
- Excel and Power BI reporting
Customer Success Skills
- Executive stakeholder management (Owner/C-level)
- Renewal and retention ownership
- Clear executive communication
- Data-driven storytelling
- Contract and value alignment
Professional Skills
- Analytical, structured problem-solving
- Excellent written and verbal communication
- High accountability and ownership
- Manage multiple customers in parallel
- Cross-functional collaboration
Experience
- 0–5 years in service delivery, customer success, or managed services
- Hands-on exposure to both Helpdesk and NOC workflows
- MSP/IT services background preferred
- Experience managing high-value accounts
SUCCESS METRICS
- Renewals/retention
- Compliance KPIs and SLA/SLO adherence
- CSAT/NPS targets
- Kaseya production adoption opportunities
- Service-review cadence compliance
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
Kaseya builds integrated IT management and security solutions designed for Managed Service Providers (MSPs) and internal IT teams. Our platform empowers organizations to centralize their IT operations, enhance cybersecurity, and automate processes efficiently. With a strong growth trajectory and a focus on AI-driven technology, we serve a global customer base managing millions of endpoints across diverse industries.
- Founded
- Founded 2000
- Employees
- 500+ employees
- Industry
- IT Services
- Total raised
- $570M raised