Director of Service Delivery

Accountabilities: The Director of Service Delivery will own the day-to-day performance and continuous improvement of the service organization, ensuring teams deliver reliable technical support while meeting client expectations and business objectives. Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams, overseeing staffing, workload distribution, ticket lifecycles, and technician capacity. Manage escalations from initial routing through resolution, ensuring tickets are prioritized appropriately according to service-level agreements (SLAs) and escalation procedures. Monitor departmental performance against key performance indicators, including resolution times, customer satisfaction (CSAT), technician time utilization, and other operational metrics. Provide weekly reports to executive leadership on service trends, operational performance, and Escalated Service metrics. Maintain an effective on-call escalation rotation and coordinate with service management to ensure adequate technical coverage. Develop, document, implement, and continuously improve service delivery processes, procedures, and operational standards. Ensure processes are consistently followed, documented, audited, and updated as the organization grows. Improve operational efficiency and protect service margins by maintaining a target of at least 6.5 billable hours per eight-hour shift. Identify tickets and activities that consume excessive technician time, taking corrective action while maintaining service quality and client satisfaction. Collaborate with project delivery, client account management, and sales teams to coordinate service activities and strengthen customer relationships. Lead employee development and performance management through weekly Level 10 meetings, quarterly conversations, and annual performance reviews. Promote a supportive and accountable team culture, contributing to a target voluntary employee turnover rate below 5% annually. Identify opportunities to introduce AI-powered tools and modern technology that reduce repetitive tasks and improve technician productivity. Requirements The ideal candidate is an experienced IT service delivery leader with a strong technical foundation and a deep understanding of the operational demands of an MSP environment. They should be comfortable managing multiple client accounts, developing technical teams, and balancing service quality with business performance. At least 5 years of experience in IT roles, including hands-on technical work in an MSP or service desk environment. At least 3 years of experience in a leadership or supervisory position. Strong understanding of MSP service delivery operations, including ticket queues, technician capacity, escalations, SLAs, documentation, client satisfaction, and operational KPIs. Hands-on experience with Autotask or a comparable Professional Services Automation (PSA) platform. Familiarity with service monitoring and operational tools such as MSPbots is an advantage. Solid technical knowledge of environments involving Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto Business Continuity and Disaster Recovery (BCDR), or comparable technologies. Ability to understand technical root causes, challenge proposed resolution plans, and recognize when an escalation is not progressing appropriately. Excellent written and verbal communication skills, with the ability to communicate effectively with technical teams, clients, and executive leadership. Strong organizational and problem-solving skills, with the ability to manage competing priorities, resolve conflicts fairly, and address issues proactively. Team-oriented leadership style, with a willingness to give and receive constructive feedback and prioritize collective success. Self-motivated, curious, and committed to continuous learning and professional development. Valid driver's license and access to a reliable, insured vehicle. Industry certifications strongly preferred, including Microsoft, CompTIA, or equivalent credentials. Additional certification requirements may be agreed upon during the hiring process. High school diploma required; bachelor's degree in a related field preferred. Benefits Annual salary: $120,000–$150,000. Performance-based bonuses: Up to 4% per quarter based on individual and departmental KPIs, plus an additional 5% annual bonus. Healthcare coverage: Medical, dental, and vision insurance. Retirement savings: 401(k) plan with a 4% company match and immediate vesting. Paid time off: Generous PTO and paid company holidays. Additional flexibility: Dedicated birthday PTO and two floating holidays. Monthly cell phone stipend. Team culture: Employee events and opportunities to connect with colleagues. Remote working arrangement within the United States. Opportunity to influence service delivery strategy and contribute to the organization's continued growth and technology modernization.