Director of Service Delivery

Ivionics, LLC•Hauppauge, NY

About The Position

Are 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. The 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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)
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
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