Service Delivery Manger

We’re looking for a Service Delivery Manager to lead our growing service delivery team.

If you’re great at managing people, keeping projects on track, and making sure customers get an amazing experience this role is for you.

We’re seeking a visionary Service Delivery Manager to join our Executive Team and own the end-to-end delivery of IT services for our customers.

itGenius is a global, remote-first Google Workspace Partner dedicated to “helping small businesses play a bigger game.” We provide high-level IT support and strategic consulting to thousands of businesses globally. We are a distributed team of 60+ professionals across Australia, the Philippines, and Europe.

Join our team of A-players—if you’re one too, apply now!

⭐ Why You’ll Love Working With Us

We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here’s what you’ll get:

💼 Competitive Compensation & Bonuses

• Performance Incentive Bonus 
• Regular Annual Salary Increases as you grow with us

🏖️ Time Off That Matters

• Unlimited Paid Leaves

🌍 Work & Life Experiences You’ll Remember

• Annual Team Conferences & Events – Travel, food and accommodations on us!

🚀 Investing in Your Growth

• Budget for Training & Development
• Career Growth Pathways

Job Overview

Owns day-to-day service delivery across Help Desk, Service Desk and Projects. Brings MSP service management capability into itGenius, builds the team to deliver Gemini Enterprise and the AI product line, and scales delivery through automation rather than headcount. Leads the existing pod leaders across three shifts and multiple countries, building on the team’s recent stability, not rebuilding it.

Core Accountabilities

• Service delivery performance across Help Desk, Service Desk and Projects
• Performance, coaching and development of the pod leaders and Customer Success Manager
• Service KPIs and the weekly service sync
• Quality, escalations and corrective action through to close
• Preventable service churn across the whole client book
• MSP capability, GE delivery readiness and automation in the delivery model

Key Responsibilities

• Run daily delivery across all three shifts, including coverage and escalation paths for night shift.
• Coach pod leaders to actively manage their people, not just log notes.
• Run the weekly service sync: present the numbers, set targets and hold the team to them.
• Review abandonment, missed calls, first contact resolution, ticket quality and utilization weekly.
• Own the quality rhythm and escalations; close corrective actions and confirm they worked.
• Sign off SOPs designed by Sr. Customer Success Manager and make sure the team follows them.
• Prevent service churn, working with Sr. Customer Success Manager on root cause and Head of Sales and Account Management on commercial retention.
• Close MSP capability gaps: cyber security, cloud and server backup and restore, threat detection.
• Build the team to deliver GE to Sr. Customer Success Manager service definition and confirm readiness before sales pushes harder.
• Automate first: drive Albert, GeniusNet and Asana automations before requesting headcount.
  

Required Qualifications

Executive Leadership & Operations

• MSP Leadership: 5+ years driving MSP service delivery, client retention, and KPIs in a senior leadership role.
• Global Team Management: Proven experience leading remote, multi-shift technical teams across APAC/international time zones and mentoring pod leads into effective managers.
• Automation Focus: History of leveraging AI and automation in service desk workflows to optimize capacity before adding headcount.
• QA & Governance: Expertise in running QA and spot-check programs (tickets, calls, SLAs) to preserve quality and reduce churn.
• Operational Discipline: Mastery of ticketing systems, work management tools, queue hygiene, and process compliance.

Technical Expertise & Domain Knowledge

• Background: Bachelor’s degree in IT/Computer Science (or equivalent) with 10+ years in IT service delivery or technical support.
• Cloud & Infrastructure: Strong knowledge of Google Workspace, Microsoft 365, Azure, AWS, identity management, and hybrid integrations.
• MSP Capabilities: Skilled in cyber security, backup/restore, threat detection, and incident management.
• Incident Resolution: Strong diagnostic, root-cause analysis, and escalation management skills.
• Certifications: Google Workspace Admin, Azure Admin/Engineer, CompTIA Security+, ITIL, or PMP preferred.

Working Conditions & Location

• Hours: 6:00 AM – 3:00 PM UTC+8 (full shift overlap).
• Location: Remote in Malaysia (preferred), Hong Kong, or Kenya.

You’ll thrive here if you’re interested in

• The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
• Supporting small business growth (1–30 employees)
• Applying technology to improve productivity and collaboration