Director of Service Alignment

New Charter Technologies

17d•$185,000 - $205,000

About The Position

The Director of Service Alignment is responsible for designing, governing, and evolving the technical architecture that supports New Charter Technologies for service delivery operations. This leader defines architectural standards, ensures system scalability, optimizes workflow automation, and drives adoption of best practices across the organization. This position reports directly to the Senior Vice President, Business Performance & Integration and plays a critical role in shaping the organization’s operations, enabling innovation and scalable team performance. A core requirement for this role is deep experience with ConnectWise PSA, RMM, and/or CPQ systems. This role will also directly manage the ConnectWise Program Manager, ensuring alignment between system architecture strategy, platform governance, and day-to-day operational improvements.

Requirements

7–10+ years in system architecture, enterprise systems engineering, or IT operations leadership.
Expert-level proficiency in ConnectWise Manage, with strong knowledge of Automate, Sell, and related modules.
Experience aligning service expectations around PSA, RMM, CPQ, and related modules
Proven experience managing teams, including specialized technical roles.
Strong understanding of MSP service delivery operations, ITIL-based processes, and the relationship between these changes and business outcomes.
Hands-on experience with automation, scripting, workflow design, and API integrations.
Excellent communication, strategic planning, and documentation skills.

Nice To Haves

MSP or technology services industry experience.
Relevant certifications: ConnectWise Admin/Expert certifications ITIL Foundation or higher PMP or similar project management certification Azure/AWS architecture certifications
Experience with analytics platforms (Power BI, Tableau, etc.)
Relationship oriented, creates change through influence
Increased efficiency and automation within Service Delivery systems as demonstrated by measurable business outcomes.
Strong alignment between the Senior Vice President of Business Performance & Integration, the ConnectWise Program Manager, and operational teams.
High adoption and consistent use of ConnectWise across the enterprise.
Reduced operational friction through well-architected workflows and integrations.
Scalable, secure system architecture that supports sustained organizational growth.

Responsibilities

Strategic Architecture & Systems Leadership Develop and maintain the enterprise systems architecture roadmap aligned with service delivery and business growth objectives.
Assess emerging technologies and propose solutions that enhance operational efficiency and customer experience.
Oversee system governance, standards, documentation, taxonomy alignment, and best-practice adoption across the organization.
ConnectWise Platform Ownership Serve as the enterprise authority for ConnectWise Manage and associated platforms.
Lead the design, configuration, optimization, and governance of ConnectWise workflows, automations, integrations, SLAs, procurement, billing, and reporting.
Ensure system integrity, data accuracy, and consistent use of the platform across departments.
Set standards in ConnectWise for OpCo to normalize operational data like ticket status, type, subtype, and item.
Provide coaching, oversight, and strategic direction to the ConnectWise Program Manager, ensuring coordinated execution of priorities and platform initiatives.
Champion ConnectWise best practices, training, onboarding, and user adoption by demonstrating value and building consensus through influence.
Service Delivery Systems Optimization Collaborate closely with Service Delivery leadership to ensure systems optimally support desk, field services, project delivery, and escalation processes.
Architect end-to-end solutions that improve operational efficiency and align with ITIL frameworks.
Identify workflow gaps and implement systems-driven solutions to improve throughput and quality.
Create framework around the user of other service-enablement tools like IT Glue, Monday.com, and ScalePad.
Lead Service Delivery Adoption and Alignment Collaborate with Operating Companies and corporate leadership to develop unified metrics that provide actionable insights.
Lead the adoption of these metrics across New Charter’s 31+ Operating Companies.
Collaborate with Operations Analyst to measure the impact of service delivery optimization on the unified metrics, demonstrating the value of successful initiatives.
Team & Cross-Functional Leadership Lead and develop a Systems Architecture team, including system administrators, integration specialists, automation engineers, and the ConnectWise Program Manager.
Partner with leadership across Service Delivery, Finance, Sales, and Security to align technology decisions with business needs.
Translate complex technical strategies into clear business impacts for senior leadership.
Vendor & Integration Management Manage relationships with ConnectWise and other key SaaS partners.
Oversee all third-party integrations, middleware, and custom development work to maintain system security, reliability, and interoperability.
Ensure compliance frameworks, security standards, and data governance policies are upheld.