layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Service Delivery Manager at Inspiroz | LAYIQ

Client Relationship Management
Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams.
Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues).
Build and maintain strong relationships with client stakeholders and manage expectations effectively.
Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations
Team Management and Development
Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites.
Provide high-quality customer service and support through strong team coaching, accountability, and performance management.
Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges.
Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency.
Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures.
Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality.
Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards.
Participate in hiring decisions for STS/BTS as needed.
Collaboration with Remote MST / Infrastructure / Projects Teams
Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams.
Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work.
Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes.
Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner.
Additional duties as required
Coordinate and support project planning, scheduling, and execution with remote and onsite teams.
Identify and implement practical operational improvements to enhance service delivery and team effectiveness.

Service Delivery Manager

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