Director of Service DeliveryAre you a hands-on service delivery leader who thrives at the intersection of operational excellence and team development? We are IVIONICS-an established technology services company with deep roots and long-term clients-seeking a Director of Service Delivery to lead and set direction for the operational side of our business: Support, NOC, and Security services. If you're ready to drive performance, build high-functioning teams, and deliver a consistently exceptional client experience, keep reading.
Role OverviewThe Director of Service Delivery is responsible for the overall performance, scalability, and client experience of IVIONICS's service operations-spanning our Support Desk, Network Operations Center (NOC), and Security services. This role sets the strategic direction for service delivery while owning day-to-day execution, ensuring services are delivered efficiently, consistently, and at a high standard. The ideal candidate brings operational discipline, technical depth, and the leadership to align people, process, and technology across a growing MSP environment.
ResponsibilitiesLeadership & Team Development- Lead, coach, and develop service delivery managers, team leads, and engineers across Support, NOC, and Security functions
- Set the vision, standards, and accountability frameworks for the service delivery organization
- Establish performance standards, career development pathways, and clear escalation structures for the team
- Drive cross-functional collaboration between Support, NOC, Security, and the broader organization
Service Operations & Performance- Own end-to-end service delivery across the Support Desk, NOC, and Security services, ensuring consistent, high-quality execution
- Drive SLA performance, service metrics, client satisfaction, and operational efficiency
- Serve as a senior escalation point for complex client issues, ensuring timely resolution and effective communication
- Standardize workflows, documentation, and use of service delivery tooling (PSA/RMM)
Security Services- Oversee the delivery of managed security services, ensuring alignment with client requirements and industry best practices
- Partner with leadership to mature the security service offering, including monitoring, response, and reporting
- Ensure security operations integrate cleanly with NOC and Support workflows for a unified client experience
Business & Operations- Partner with leadership on capacity planning, process improvement, and service delivery strategy
- Collaborate with Sales and Account Management to support renewals, expansions, and scoped service delivery
- Support margin improvement through utilization optimization, resource planning, and operational discipline
- Drive continuous improvement in service quality, documentation standards, and operational processes
Qualifications- 7+ years of experience in IT service delivery, preferably within an MSP environment
- 3+ years in a leadership role managing technical teams
- Strong understanding of MSP operations, including support, NOC, escalations, and security services
- Proven ability to manage SLAs, KPIs, and client satisfaction at scale
- Excellent leadership, communication, and problem-solving skills
- Ability to align people, process, and technology to deliver consistent operational outcomes
Preferred- Experience supporting SMB or professional services clients in a fast-paced services environment
- Familiarity with PSA/RMM tools (e.g., ConnectWise, Autotask, Datto, Ninja)
- Working knowledge of Microsoft 365, networking, cloud, and security services
- Experience overseeing or maturing a managed security or SOC function
- Experience improving service delivery processes and margins in an MSP
