Service Delivery Manager (Global, Remote)
Tech Guru | IT strategy, security & support for accounting firms | Full-time, remote, US Central 9 AM to 5 PM with occasional after-hours incident response
Who we are
Tech Guru has served accounting and CPA firms exclusively since 2004. We handle technology strategy, security, and support for about 60 firms across the US and Canada, and our plan is 500 firms by 2030. We run on EOS. We are a 20-person global virtual team, profitable, growing, and serious about quality. Our promise to clients is simple: we care about your business as much as you do. Our guarantee is simpler: love it or you don't pay.
We live four values and we actually use them to hire, review, and part ways: Caring, Accountable, Responsive, Empathetic.
Why this role exists
We grew. Our delivery teams got busy. Quality slipped in ways that cost us money and, worse, cost us client trust. We fixed the immediate problems and built a change control system, but systems only work when someone owns them every single day. That someone is you.
This is a new seat. You will report directly to the CEO and take over daily leadership of our Support, Project Management, and Deployment teams. Your job is to make our delivery so consistent and so well-measured that the CEO never learns about a problem from a client.
Mission
Lead Tech Guru's service delivery teams to deliver every ticket, project, and onboarding on time and to standard, with zero avoidable client-impacting errors, while protecting our service margins as we grow.
Outcomes (what success looks like in your first 12 months)
- Change control compliance reaches 100% within 90 days and stays there. Every high-risk change goes through the documented approval workflow in HaloPSA. Avoidable client-impacting errors (data loss, misconfigured mail flow, unauthorized changes) drop to zero and stay there.
- Scheduled service delivery hits 95%+ on-time within 6 months. Tickets meet SLA, scheduled service calls happen when promised, and the schedule maintains 24/7 coverage without heroics.
- Projects deliver 90%+ on time and on budget by month 9. You own the project management function, including running it hands-on until you hire or develop a project manager, and every project closes with a retrospective that feeds a process improvement.
- Client onboardings complete within our published timeline, every time. New client and new user onboarding becomes a repeatable, documented, delightful experience measured by client feedback scores.
- Escalations reaching the CEO drop below one per week by month 6. You become the person who owns incidents end to end: containment, client communication, root cause, and the fix that prevents recurrence.
- Managed services contribution margin holds at 49%+ while client count grows. You know your team's utilization, cost per ticket, and rework rate cold, and you report them on a scorecard weekly.
- Your team gets stronger. Every direct report has a scorecard, a weekly meeting rhythm, a documented career path, and honest quarterly conversations. Regrettable attrition on your teams: zero.
Competencies (how you work)
- You lead managers and technicians, and you love it. You have led service delivery, support, or NOC teams of 5+ people, ideally at an MSP. You would rather build a team that solves problems than solve them all yourself.
- Process discipline is your native language. You have built or enforced change management, QA, or ITIL-style processes and made them stick under pressure. You know that a process that erodes when things get busy is not a process.
- You run on data. PSA metrics, SLA reports, utilization, margin. You bring numbers to every conversation and you notice drift before it becomes a pattern.
- High emotional intelligence under pressure. When something breaks, you call the client before they call us, you say what happened plainly, and you rebuild trust. You coach your team to do the same.
- You root out ambiguity. You ask the second and third question. You confirm what you heard before acting. You push back respectfully when a request is not actually in the requester's best interest.
- Direct, kind, and honest. You give real feedback early. You own mistakes without drama and expect the same from your team.
- Bonus, not required: HaloPSA experience, EOS/Traction familiarity, exposure to the accounting industry or its applications (Lacerte, UltraTax, Drake, CCH), Microsoft 365 and Azure environments, experience leading distributed global teams.
Roles and Responsibilities
Team Leadership
- Directly manage the Support, Project Management, and Deployment team leads/managers, with full oversight of scheduling, workload distribution, and 24/7 coverage.
- Run a weekly meeting rhythm with each direct report, including a scorecard review and a Level 10-style team meeting for the broader delivery org.
Change Management & Quality
- Own and enforce the change control workflow in HaloPSA, ensuring every high-risk change is documented, approved, and logged before execution.
- Conduct regular audits of completed changes and tickets to catch process drift before it becomes a pattern.
- Investigate any client-impacting error to root cause and implement the fix that prevents recurrence, not just the immediate patch.
Service Delivery Operations
- Monitor SLA compliance, ticket aging, and scheduled service calls daily, intervening before targets are missed rather than after.
- Maintain and report a weekly scorecard covering utilization, rework rate, and contribution margin.
- Manage the on-call/escalation rotation and serve as the point of ownership for any incident that would otherwise reach the CEO.
Project Management
- Provide direct oversight of the Project Management function, including the PM's workload, prioritization, and adherence to timelines and budgets.
- Partner with the PM to ensure every project has a defined scope, timeline, and budget, and closes with a retrospective that feeds into process improvement.
- Track project portfolio health across all active projects and flag at-risk projects early to the CEO
Client Onboarding
- Own the new client and new user onboarding process end to end, ensuring it's documented, repeatable, and measured by client feedback.
- Continuously refine the onboarding experience based on feedback scores and internal retrospectives.
Client & Incident Communication
- Serve as the escalation point for client-impacting issues, communicating proactively (before the client has to reach out) and transparently.
- Rebuild client trust after incidents through clear post-mortems and visible corrective action.
Cross-Functional Reporting
- Report weekly to the CEO on delivery metrics, margin, escalations, and team health.
- Flag systemic risks (staffing gaps, recurring error patterns, margin erosion) before they become CEO-level problems.
What this role is not
This is not a senior tech role with a manager title attached. If your favorite part of the week is closing tickets yourself, you will be frustrated here and this is not a caretaker role. We are growing fast and the bar is rising every quarter.
Compensation and setup
- Salary range: depends on location and experience
- Fully remote, work from anywhere with reliable internet
- A team that is genuinely kind, direct, and proud of the work
Pay: R42 000,00 - R52 000,00 per month
Application Question(s):
- Describe a process you built or fixed that was still working after you stopped actively managing it. What was the before, the after, and the metric that proved it?
- What's your notice period?
- What's your salary expectation?
- What's your experience working with distributed, global teams across multiple time zones?
Experience:
- Service Delivery Manager: 5 years (Required)
- Leadership: 5 years (Required)
- MSP: 5 years (Required)
- SLA Management : 3 years (Required)
Work Location: Remote
