About the Role:

We're seeking a Service Delivery Engineer who thrives in the MSP space and brings a combination of technical capability and client-facing confidence. If you're skilled with ConnectWise, passionate about delivery excellence, and capable of driving both technical projects and business outcomes-this hybrid role is for you.

This position is split 50/50 between hands-on technical work and Service Delivery Management. You'll be instrumental in ensuring the successful operation of the client's managed services-both behind the scenes and in front of clients.

Key Responsibilities

Technical Delivery (50%)

Deliver IT support and projects focused on Microsoft Modern Workplace (M365) and Fortinet.

Set up and optimize ConnectWise, particularly in onboarding automation and service process improvements.

Provide proactive support, handle escalations, and ensure SLA adherence.

Lead documentation and peer reviews of engineering output.

Enhance and automate RMM systems to boost operational efficiency.

Service Delivery Management (50%)

Own the client relationship from a service delivery perspective.

Conduct QBRs, manage expectations, and ensure commercial alignment.

Collaborate with sales to identify growth opportunities, upsell services, and manage renewals.

Drive profitable service delivery and manage service performance metrics.

Act as escalation point for high-impact tickets and projects.

What You'll Bring

Essential:

Experience working within a Managed Service Provider environment.

Deep familiarity with ConnectWise, ideally including automation and onboarding setup.

Strong skills in Microsoft Modern Work / M365 and solid experience in the Fortinet ecosystem.

Proven experience balancing technical delivery with client relationship management.

Commercial acumen with the ability to talk renewals, contracts, and service growth.

Excellent communication, problem-solving, and documentation skills.

Desirable:

ITIL Certification or relevant IT degree.

Knowledge of VMware, infrastructure design, and service catalog management.

Understanding of project and financial management in service delivery.