Purpose
The Service Delivery Engineer is responsible for delivering hands-on managed services activities end-to-end, ensuring tasks are completed to standard, within agreed timelines, and properly closed out.
The position requires a technically capable, delivery-focused individual who can work across multiple customer environments, collaborate closely with engineers, run service delivery calls, and maintain strong standards in documentation, communication, and task closure.
Work Overview
- Execute hands-on MSP delivery activities end-to-end, ensuring work is completed to standard and within agreed timelines.
- Lead customer onboarding activities and ensure a smooth transition into steady-state support operations.
- Work closely with L1/L2/L3 engineers to plan, deliver, validate, and close technical tasks across customer environment
- Implement and support technical activities across client infrastructure including endpoints, servers, networking, and security controls.
- Configure, maintain, and optimize MSP tool sets including RMM, monitoring, patching, and security platforms.
- Facilitate Service Delivery / Service Review calls with customers and manage action plans through to closure.
- Ensure all tickets and tasks are closed to a high quality standard, with clear technical notes, supporting evidence, and customer updates.
- Troubleshoot escalated issues as required to prevent delivery delays and ensure service continuity.
- Identify service improvement opportunities during delivery and translate them into actionable work items.
- Maintain accurate customer documentation, ensuring all changes are recorded and kept up to date.
- Escalate blockers early, coordinate dependencies, and ensure timely resolution to avoid impact to delivery.
- Performs other duties within the scope of the role to support the organization's goals.
