The Client Experience & Service Delivery Manager owns the quality, consistency, and reliability of Accellis service delivery across both Service Desk and Dedicated IT clients. This role ensures tickets and client requests move efficiently, SLAs are met, client communication is clear, and client satisfaction remains high.
This role prioritizes the experience of each end user and works to build the overall relationship Accellis has with its clients.
Core Responsibilities
Service Delivery Oversight
Own day‐to‐day service delivery across:Service Desk techniciansDedicated IT technicians supporting client environments onsite or remotelyEnsure tickets are:Properly prioritized and categorizedActively progressing each business day and resolving as quickly as possibleResolved within SLA commitmentsAssigned to the right engineer for fastest resolutionMonitor ticket queues, aging, and workload distributionIntervene on stalled, aging, or high‐risk ticketsEnsure VIP ticket handling procedures are followedAuthority to reprioritize ticketsAuthority to pull engineers into escalationsAuthority to enforce service standards
Client Experience & Dedicated IT Engagement
Own client satisfaction outcomes (CSAT) across all service modelsActively engage Dedicated IT clients, including:Periodic check‐ins with key contactsOutreach on service concerns, escalations, or negative CSATReinforcing expectations and confidence in service deliveryEnsure clients understand ticket status, next steps, and timelinesServe as the escalation owner for service delivery issues
KPIs & Performance Management
Own and review service KPIs, including:SLA performanceTicket aging and backlogCSAT trendsUse KPI data to identify service risks and improvement opportunitiesLead service board and performance review discussions
Automation & Ticket Reduction
Partner with the Technical Platform Manager to:Identify high‐volume or repeatable ticket patternsRecommend automation and process improvementsTrack service improvements and ticket reduction resulting from automation
Operational Leadership
Provide operational oversight for Service Desk and Dedicated IT techniciansFacilitate service and team review meetingsReview time sheets and PTO requests
Measures of Success
Maximize client retention and prioritize the experience of working with AccellisSLA targets consistently met or exceededPositive CSAT trends across both Service Desk and Dedicated IT clientsReduced ticket aging and backlogHigh confidence and satisfaction from Dedicated IT clientsMeasurable ticket reduction through automation and improved workflowsReduced service escalations
Requirements for the role
Experience
2+ years in an MSP leadership role, such as Service Desk Lead, Service Delivery Manager, or Technical Account Manager, with accountability for outcomes (SLA, CSAT, backlog)Proven experience managing ticket queues, SLAs, escalations, and cross-team workflow in a high-volume environment
Client & Communication Skills
Operational & Analytical Skills
Strong working knowledge of PSA / ticketing tools (ConnectWise, Autotask, Halo, etc.) and service desk metricsAbility to analyze trends and drive continuous improvement through process changes, automation, or workflow redesign (not just report on problems)Education / Certifications (Preferred, not required)
ITIL Foundation or equivalent service management training preferred but not requiredBachelor’s degree or equivalent professional experienceCompany DescriptionOur mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking.Accellis Technology Group is seeking a Technical Account Manager (TAM) to serve as a trusted advisor and operational partner for our managed IT clients.
This is a client-facing role focused on helping organizations get more value from technology while improving service outcomes, reducing recurring issues, strengthening cybersecurity, and aligning clients with best practices.
The ideal candidate combines strong relationship skills with practical technical knowledge and has experience working in a Managed Service Provider (MSP) environment.
If you enjoy working with clients, analyzing technology trends, solving operational challenges, and helping businesses make smarter technology decisions, we'd love to talk with you.
What You'll Do
As a Technical Account Manager, you will:
Build and maintain strong relationships with assigned clientsServe as the primary point of contact for service-related concerns, escalations, and operational questionsConduct recurring client business reviews and technology health reviewsIdentify recurring support issues and recommend practical improvementsAnalyze support trends, ticket data, and client technology environmentsHelp clients align with cybersecurity, lifecycle, backup, documentation, and technology best practicesPartner with Service Desk, Engineering, Cybersecurity, and Project teams to drive successful outcomesIdentify improvement opportunities and coordinate follow-up actionsReview licensing, technology usage, and service alignmentAssist in uncovering opportunities for infrastructure modernization, security enhancements, and operational efficiencies
What Success Looks Like
Successful TAMs at Accellis:
Build trusted relationships with clientsReduce recurring technical issues and support interruptionsImprove client satisfaction and retentionHelp clients become more secure and operationally matureTurn insights into action through strong follow-through and accountabilityCreate opportunities that benefit both the client and Accellis
Required Qualifications
2+ years of experience working for a Managed Service Provider (MSP)Experience managing client relationships in an IT services environmentUnderstanding of Microsoft 365, endpoint management, cybersecurity, backup solutions, and modern IT infrastructureExperience working with ticketing systems and service delivery teamsStrong communication and presentation skillsAbility to explain technical concepts to non-technical audiencesStrong organizational skills and attention to detailAbility to coordinate multiple client priorities simultaneously
Preferred Qualifications
Technical Account Manager experiencevCIO, Client Success Manager, Service Delivery Manager, or Account Management experience in an MSPExperience conducting client business reviews or QBRsExperience reviewing ticket trends and service metricsKnowledge of Microsoft 365, Entra ID, Intune, security platforms, and managed services operations
Why Join Accellis?
At Accellis, we believe great client outcomes start with great people. You'll work alongside a collaborative team of engineers, cybersecurity professionals, service leaders, and business advisors focused on helping our clients succeed through technology.
We provide opportunities for growth, professional development, and meaningful impact while maintaining a culture built on accountability, teamwork, and continuous improvement.
Ideal Backgrounds
Candidates from the following roles are encouraged to apply:
Technical Account ManagerMSP Account ManagerClient Success ManagerService Delivery ManagervCIOIT ConsultantIT Operations ManagerSystems Administrator looking to transition into a client-facing roleCompany DescriptionOur mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes – financial – returns we are all seeking.