Director of Service Delivery

Adams Brown Technology Specialist LLC•Wichita, KS

2d•Onsite

About The Position

The Director of Service Delivery leads the technical service delivery teams, including the Help Desk, Technical Account Managers, and Client Engineers. The role oversees day-to-day service delivery, operational efficiency, team accountability, and client service quality. It develops technical talent, provides coaching and leadership, establishes clear processes and responsibilities, and drives improvements to organizational structure and operational consistency. The Director also serves as a technical escalation resource and player-coach for complex technical and client situations. The role collaborates across departments on technology improvements and operational initiatives and works with executive leadership on capacity planning, performance metrics, and long-term service delivery strategy. The position is physically onsite at the company’s Wichita, Kansas location. The office is open Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours and travel may be required, including possible on-call duties and extended hours. Travel to client offices does not typically require overnight stays.

Requirements

Bachelor’s degree in information technology, Business Administration, Project Management, or a related field.
At least 7 years of experience in IT service delivery, technical operations, or managed services.
At least 3 years of experience in a leadership or management role.
Strong technical background in IT infrastructure, networking, cloud technologies, cybersecurity, and end-user support.
Ability to lead, coach, and develop technical teams while establishing expectations and accountability.
Experience developing, implementing, and improving operational processes, workflows, and organizational structure.
Ability to troubleshoot complex technical issues, provide technical guidance, and manage escalated client situations.
Strong organizational, critical-thinking, and problem-solving skills, including the ability to prioritize independently and drive initiatives to completion.
Excellent interpersonal and communication skills and ability to collaborate across departments and organizational levels.
Ability to lead teams through organizational change, manage competing priorities, and work effectively in a fast-paced, growing organization.
Experience evaluating operational performance, identifying improvement opportunities, and using data to support decisions.
Ability to balance strategic planning with hands-on leadership and day-to-day operational responsibilities.

Responsibilities

Oversee daily operations of the Help Desk, Technical Account Managers, and Client Engineers to ensure consistent, high-quality service delivery.
Set clear expectations, responsibilities, and accountability across technical service delivery teams.
Monitor service operations, identify bottlenecks, and address challenges affecting team performance or client satisfaction.
Ensure teams prioritize workloads, manage escalations, and meet service commitments.
Promote ownership, responsiveness, collaboration, and continuous improvement.
Provide operational direction to keep teams aligned with organizational priorities and client needs.
Coach and mentor technical team members; establish performance expectations, conduct regular one-on-one meetings, and provide feedback and accountability.
Identify skill gaps and coordinate training, certifications, and professional development.
Address performance challenges and establish improvement plans when needed.
Support recruitment, onboarding, and career development for technical service delivery staff.
Improve organizational structure, clarify roles and responsibilities, and establish consistent processes.
Develop, document, implement, and refine workflows and standard operating procedures.
Establish ownership, communication expectations, and handoff procedures between teams and departments.
Identify operational inefficiencies and accountability gaps and implement practical solutions.
Lead change management so new processes and organizational improvements are communicated, adopted, and maintained.
Build scalable processes that support growth while maintaining service quality and efficiency.
Provide hands-on guidance for complex technical challenges, critical incidents, and difficult client situations.
Coordinate resources and action plans for escalated issues involving multiple technical teams.
Identify recurring technical challenges and collaborate with technical leadership on long-term solutions.
Collaborate with Customer Success, Project Management, Sales, and Technology leadership to align operations with organizational objectives.
Coordinate cross-department communication and execution of client and internal initiatives.
Lead service delivery aspects of technology implementations, including new systems, communication platforms, AI tools, and automation solutions.
Evaluate the operational impact of new technologies and coordinate implementation, training, and adoption.
Identify opportunities to use technology and automation to improve productivity, reduce repetitive tasks, and enhance the client experience.
Partner across departments to resolve operational challenges and align client commitments with service delivery capabilities.
Work with executive leadership to assess staffing needs, workload distribution, resource utilization, and hiring requirements.
Establish, monitor, and analyze service delivery metrics, including response and resolution times, ticket backlogs, client satisfaction, and team productivity.
Report on service delivery performance, capacity, and operational challenges; identify trends and recommend improvements.
Participate in organizational planning, budgeting, and resource allocation.
Develop and execute operational initiatives that improve service quality, accountability, and scalability.