Service Delivery Manager
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Job Location:
Monthly Salary:
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong double-digit growth over the past several years and is backed by Insight Venture Partners ) a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions go to and for more information on Kaseyas culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Service Delivery Manager Help Desk Services
Location: Medellin Colombia
Are you ready to make an impact
WHAT WE ARE LOOKING FOR:
We are seeking a Service Delivery Manager (SDM) to lead our Help Desk Services team with a strong focus on delivering innovative hospitality-driven and collaborative experiences for our partners. The SDM will oversee comprehensive customer service offerings ensuring consistency efficiency and effectiveness in service delivery. This role includes building strong client relationships and conducting periodic account health assessments to drive retention and satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
A dynamic leader who thrives in fast-paced environments and is passionate about customer success. Ideal candidates will have deep knowledge of MSP/Channel-based Help Desk operations processes and workflows. Responsibilities include:
- Oversee delivery of Help Desk services and ensure adherence to Service Level Objectives (SLOs).
- Lead client meetings manage escalations and drive root cause analysis.
- Develop and maintain client documentation meeting agendas and action tracking.
- Recommend process improvements and implement quality assurance measures.
- Analyze data and metrics to identify trends and optimize service delivery.
- Collaborate with cross-functional teams to enhance customer experience.
- Serve as the primary point of contact for escalated issues and ensure timely resolution.
- Stay current on industry best practices and integrate continual service improvements.
WHAT YOULL BRING:
- Bachelors degree in business administration management or related field (preferred).
- Proven experience in service delivery management or similar role.
- Strong understanding of Help Desk services and IT support processes.
- Excellent communication interpersonal and problem-solving skills.
- Ability to analyze data and drive process improvements.
- Leadership experience in a fast-paced environment.
- Familiarity with project management frameworks (Agile Six Sigma TQM ISO9000 Kaizen).
- Experience in a Managed Services Provider (MSP) environment is a plus.
- Technical proficiency in Microsoft Excel reporting Active Directory and IT infrastructure basics.
YOUR REWARD:
Join the fastest-growing tech company in the US and enjoy a competitive compensation package that supports your passion for an exciting career in tech!
If this sounds like the right career to fit your personality and interests please applywere looking forward to meeting you!
Join the Kaseya growth rocket ship!
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
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.
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Kaseya's IT Complete is an integrated and cost-effective platform to manage everything in IT and security.
