Director of Service Delivery

MSP Hire•Juneau, AK

1d•$110,000 - $130,000•Hybrid

About The Position

Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We’re 26 people today, scaling quickly, and investing in the leadership capacity needed to grow sustainably and serve our clients with consistency and excellence. We are not a corporate machine — and we don’t want to be. We run lean, trust our team, and believe in leadership that works with the team, not above it. We are relationship-first, execution-focused, and allergic to bureaucracy. As we continue to grow, we are seeking a Director of Service Delivery to lead and strengthen the operational performance of our client service teams. This role is responsible for ensuring consistent, high-quality service delivery across our Help Desk, Project Delivery, and Centralized Services teams. The Director of Service Delivery will work closely with the COO and leadership team to translate company direction into clear operational execution. This is a hands-on leadership role focused on operational discipline and delivering exceptional service to our clients.

Requirements

You’ve led large, multi-team service organizations at an MSP or IT services company for 5+ years, consistently delivering operational excellence
You have a proven track record of driving measurable improvements in SLAs, client satisfaction, retention, and operational efficiency
You translate complex operational and technical metrics into actionable insights for executives and stakeholders
You’re hands-on when it matters and gets directly involved in coordinating the response, ensuring root causes are addressed, and implementing long-term preventative measures
You excel at designing and scaling service delivery frameworks, processes, automation, and standards that grow with the business
You coach and mentor managers and team leads, developing operational leaders who make sound, data-driven decisions
Ability to pass a basic background check for airport security badging
Valid driver’s license (or willingness to get one) and the ability to drive. Driver policies apply.
Must be based in Juneau.
This role requires regular face-to-face collaboration with both locations
Remote work flexibility within Alaska
This is NOT a fully remote position

Responsibilities

Set clear operational goals and performance metrics aligned with company priorities and leadership direction.
Collaborate with the management team to ensure priorities, resources, and dependencies are aligned across departments.
Monitor service performance, SLAs, and internal standards.
Drive accountability and operational discipline across ticketing, workflows, and service execution.
Lead and support managers responsible for Help Desk, Project Delivery, and Centralized Services.
Coach, mentor, and develop service managers to strengthen leadership capability and decision-making.
Support hiring, onboarding, and ongoing development of service team members.
Foster a culture of accountability, professionalism, adaptability, and collaboration across service delivery.
Partner with the Directors of Customer Experience and Technology to align service delivery with client expectations and technical standards.
Improve collaboration and handoffs across service teams and communicate process or service improvements.
Identify and resolve service issues, risks, and escalations efficiently.
Support teams in root-cause analysis and sustainable improvements.

Benefits

Full-time role
Salary: $110,000-$130,000 a year, depending on experience
Health insurance (with vision coverage)
Retirement plans
Mobile device plans reimbursement
Flexible scheduling policy
Relocation assistance
Work in Juneau , where meaningful work meets stunning nature with mountains, trails, and ocean right outside your door.
Employee satisfaction and growth are important to us!
We are committed to helping employees dedicate part of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities.