Director of Delivery

JPtheGeek•Greenwood, IN

About The Position

Director of Delivery Overview The Director of Delivery is responsible for how service actually gets delivered at JPtheGeek—day in and day out. This role exists to ensure our technical teams operate with clarity, consistency, and accountability while delivering an experience our clients trust and appreciate. This is a senior leadership position overseeing all service delivery functions, including Help Desk, Onsite Support, Professional Services, Systems Administration, and Security & Compliance. The Director of Delivery sets direction, removes obstacles, develops leaders, and continuously improves how work flows through the organization. The Director of Delivery partners closely with the CEO, Business Success Partner(s), and department team leads to ensure operational excellence, strong communication, predictable outcomes, and a delivery organization that scales without losing its human touch. How This Role Shows Up Day-to-Day Lead and support all Delivery department team leads, ensuring they have clear expectations, priorities, and accountability. Provide coaching, guidance, and structure to help team leads grow as leaders—not just technicians. Oversee daily service delivery health, including ticket flow, escalations, project execution, and cross-team coordination. Own delivery-side process design, improvement, and enforcement across all technical teams. Review service metrics (response times, resolution quality, SLAs, recurring issues) and drive corrective action where needed. Act as the final escalation point for major service delivery challenges or client-impacting issues. Ensure strong collaboration between Delivery, Business Success, Sales, Finance, and Leadership. Support staffing plans, hiring decisions, onboarding structure, and capacity planning across Delivery teams. Translate company goals into clear operational priorities for technical teams. Ensure technical standards, documentation expectations, and service behaviors are consistently followed. What Success Looks Like (6–12 Months In) Delivery teams operate with less chaos, fewer surprises, and clearer ownership. Team leads confidently manage their people, workflows, and performance. Service quality is consistent across teams—not dependent on individual heroes. Escalations are handled calmly, clearly, and professionally. Recurring issues are identified and addressed at the root, not just repeatedly fixed. Clients experience predictable delivery, strong communication, and follow-through. Leadership has clear visibility into delivery performance, capacity, and risks. The Delivery organization can scale without burnout or constant firefighting. Who Will Thrive in This Role You are a calm, steady leader who brings structure without creating bureaucracy. You know how to lead people—not just technology. You’re comfortable holding others accountable while remaining fair and supportive. You think in systems and processes, not just tickets and tools. You can zoom out to strategy while still understanding what’s happening on the ground. You communicate clearly, directly, and respectfully—especially when things are hard. You value documentation, consistency, and follow-through. You are confident making decisions and owning outcomes. You have experience in MSP or IT service environments and understand their pace and pressure. Experience & Skills 7+ years of experience in IT service delivery, MSP operations, or technical leadership. Proven experience leading multiple technical teams or departments. Strong understanding of MSP service models, escalations, SLAs, and client expectations. Solid working knowledge of infrastructure, cloud, security, and support operations. Experience developing leaders, managing performance, and building accountability systems. Comfortable using metrics and data to guide decisions. Strong written and verbal communication skills. High integrity, emotional intelligence, and professional judgment. Growth & Opportunity This role has meaningful influence over how JPtheGeek operates and grows. As the company evolves, the Director of Delivery will help shape: Future team structures and leadership layers Advanced service models and offerings Operational maturity and scalability Leadership development across the organization This is not a static role—it grows with the company. Why JPtheGeek JPtheGeek is a relationship-driven Managed IT Services and Cybersecurity company that believes great service comes from clarity, ownership, and real human connection. We’re not a high-volume, churn-and-burn MSP. We care deeply about our clients, our team, and how we show up every day. We move fast, adapt often, and expect leaders to take ownership while supporting the people around them. If you’re looking for a role where you can genuinely shape delivery, develop leaders, and build something that works—not just looks good on paper—this is that role. Logistics Location: Greenwood, IN Reports to: CEO Leads: All Service Delivery Team Leads Schedule: Full-time, leadership role with occasional after-hours escalation support

Requirements

7+ years of experience in IT service delivery, MSP operations, or technical leadership.
Proven experience leading multiple technical teams or departments.
Strong understanding of MSP service models, escalations, SLAs, and client expectations.
Solid working knowledge of infrastructure, cloud, security, and support operations.
Experience developing leaders, managing performance, and building accountability systems.
Comfortable using metrics and data to guide decisions.
Strong written and verbal communication skills.
High integrity, emotional intelligence, and professional judgment.

Responsibilities

Lead and support all Delivery department team leads, ensuring they have clear expectations, priorities, and accountability.
Provide coaching, guidance, and structure to help team leads grow as leaders—not just technicians.
Oversee daily service delivery health, including ticket flow, escalations, project execution, and cross-team coordination.
Own delivery-side process design, improvement, and enforcement across all technical teams.
Review service metrics (response times, resolution quality, SLAs, recurring issues) and drive corrective action where needed.
Act as the final escalation point for major service delivery challenges or client-impacting issues.
Ensure strong collaboration between Delivery, Business Success, Sales, Finance, and Leadership.
Support staffing plans, hiring decisions, onboarding structure, and capacity planning across Delivery teams.
Translate company goals into clear operational priorities for technical teams.
Ensure technical standards, documentation expectations, and service behaviors are consistently followed.