The Account/Service Delivery Manager will oversee service delivery operations, ensuring high-quality IT support and SLA compliance for Assabet Valley Collaborative. This role acts as the primary point of contact and leads technical teams. Key Responsibilities <ul><li>Manage service delivery aligned with SLAs and KPIs</li><li>Serve as escalation point for technical and operational issues</li><li>Coordinate Tier 1-3 support and engineering teams</li><li>Oversee reporting on system performance, uptime, and incidents</li><li>Lead continuous service improvement initiatives</li><li>Manage client relationships and stakeholder communications</li><li>Ensure proper documentation, ticketing, and reporting processes</li><li>Support project delivery and infrastructure upgrades</li></ul>Required Qualifications <ul><li>7+ years in IT service delivery or operations management</li><li>Experience managing managed services or MSP environments</li><li>Strong knowledge of ITIL processes</li><li>Proven leadership and client-facing experience</li><li>Experience with ticketing systems and monitoring tools</li></ul>Important Notice: This role is part of a proposal for Assabet Valley Collaborative. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.

Account / Service Delivery Manager (Lead Engineer)