Director of Service Delivery

Description

Key Responsibilities

• Direct service delivery across Managed Services, Voice, and Physical Security & Access Control; lead, coach, and hold accountable the managers of each department.
• Set clear expectations, decision rights, and accountability across the service organization; build leadership depth and succession plans.
• Align service departments with engineering, projects, client success, sales, and finance, and lead the organization through growth and change.
•  Operate as a player-coach — strategic by default, hands-on when operational conditions require it.

• Own the service delivery strategy and operating model; ensure requests, incidents, escalations, onsite work, and technical commitments meet documented processes and client expectations.
• Monitor SLAs, response and resolution times, backlog, and utilization; maintain real-time departmental scorecards and use the data to surface trends, gaps, and capacity constraints before they escalate.
• Drive consistent ticket ownership, prioritization, escalation, and quality control across managers, and enforce adoption of company procedures and documentation standards.
• Ensure systemic issues get root-cause analysis and corrective action, and that high-impact client issues receive appropriate leadership visibility.

• Monitor profitability, labor utilization, overtime, staffing levels, and service margins; align resources to client demand and contractual obligations.
• Partner with executive leadership and finance on annual budgets, forecasts, staffing plans, and targets; evaluate investments and process changes against business impact and ROI.
• Identify opportunities to control costs, improve margins, and capture billable and out-of-scope revenue. 
• Own departmental financial performance for all assigned service functions.

• Serve as the senior escalation point for significant service, operational, or client-impacting issues, ensuring clear ownership, documented action plans, and timely executive visibility.
• Partner with Client Success on recurring issues, sentiment, and retention risk, and support client and executive-level conversations when needed.
• Ensure commitments made to clients are realistic, documented, and fulfilled, and use client feedback and service data to drive measurable improvement.

• Develop and enforce standard operating procedures and workflows so service delivery is documented, repeatable, and scalable.
• Drive maturity of service delivery standards across root cause analysis, change management, escalation practices, documentation, and quality control to reduce repeat issues and improve operational consistency across all service teams.
• Partner with technical leadership to improve standardization, tooling, and service offerings; identify opportunities to automate routine work and improve reporting.
• Lead continuous improvement initiatives from service data, employee and client feedback, and business priorities, and reassess departmental structure as the company grows.

• Provide regular updates to executive leadership on service performance, financials, staffing, client risk, and improvement initiatives — translating operational data into clear priorities and recommendations.
• Develop annual and quarterly service delivery objectives aligned with company goals, and anticipate future staffing, tooling, and capacity needs.
• Execute the company's business plan and remain accountable for agreed-upon commitments and measurable outcomes.

Skills, Knowledge & Expertise

• 7+ years of progressive leadership experience in a technology service, managed services, telecommunications, physical security, or similarly service-driven organization.
• 5+ years directly managing managers, department leaders, or multiple operational teams, including oversight of a multi-department or multi-discipline service organization.
• Experience in an MSP, telecommunications provider, security integrator, or multi-client service environment strongly preferred.
• Bachelor's degree in business administration, information technology, operations management, or a related field preferred; equivalent experience considered.
• Proven track record managing departmental budgets, profitability, staffing, utilization, and financial performance.
• Strong grounding in service management practices — ticketing systems, SLAs, escalation management, workforce planning, and performance reporting — and in help desk, field service, voice, networking, physical security, or access control environments.
• Demonstrated ability to build scorecards and KPIs, analyze operational and financial data, lead teams through growth or change, and identify root causes and practical corrective actions.
• Strong executive communication, presentation, conflict-resolution, and stakeholder-management skills, with a track record in fast-paced, multi-client environments.
• Experience with ConnectWise Manage or a comparable PSA/ticketing platform.
• Familiarity with EOS, Ninety, or another structured business operating system.
• Experience managing service organizations in a high-growth company, including mergers, acquisitions, or service integration, strongly preferred. 
• Relevant technical, project management, service management, or leadership certifications.
• Experience supporting clients across multiple industries, geographies, or regulatory environments.

• Takes complete ownership of departmental performance and outcomes, and leads with integrity, transparency, and sound judgment.
• Sets clear expectations and follows through on accountability; addresses difficult performance and process issues directly.
• Stays composed under pressure, balances urgency with long-term planning, and proactively surfaces risk rather than waiting for escalation.
• Communicates clearly across executives, managers, technical teams, clients, and partners, and builds trust across departments and disciplines.
• Results-driven and financially responsible, with a bias toward challenging ineffective processes and leading meaningful change.

Job Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• 401k
• Gym Membership Reimbursement