Service Delivery Manager

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. Kaseya’s 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 www.insightpartners.com), 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 www.Kaseya.com and for more information on Kaseya’s 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.

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

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.