Director of Service Delivery

Protech Services Group Inc•Memphis, TN

9d•Onsite

About The Position

The Director of Service Delivery reports to the CIO/COO and oversees the end-to-end delivery of managed services, ensuring operational excellence, client satisfaction, and compliance with SLAs. This role leads Service Desk, Network Operations, and project teams, driving continuous improvement and aligning service delivery with business objectives. The position serves as the critical link between technical execution and strategic goals, fostering a proactive, customer-focused service culture.

Requirements

8+ years of experience in IT service delivery within an MSP environment.
Strong leadership and team management skills with experience in 24x7 operations.
Expertise in ITIL frameworks, SLA management, and service improvement methodologies.
Proficiency with PSA/RMM tools (e.g., ConnectWise Manage and Automate).
Excellent communication, problem-solving, and client-facing skills.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
ITIL Foundation or higher
PMP or similar project management certification
Technical certifications (Microsoft, Cisco, AWS, etc.)

Responsibilities

Develop and execute service delivery strategies aligned with organizational goals.
Lead and mentor service delivery managers and technical teams to ensure high performance.
Monitor KPIs across service desk and NOC operations to maintain SLA compliance.
Implement process improvements through root cause analysis and workflow optimization.
Act as the ultimate escalation point for high-priority incidents (P1/Critical). Lead "War Room" scenarios during major outages and conduct Root Cause Analysis (RCA) post-incident.
Oversee the operational efficacy of our RMM (Remote Monitoring & Management), documentation platforms (IT Glue/Hudu), and disaster recovery tools.
Ensure strict adherence to Service Level Agreements (SLAs). Implement corrective actions when response or resolution times drift.
Collaborate with Account Managers and vCIOs to provide technical insights for Quarterly Business Reviews (QBRs).
Translate complex technical issues into clear, business-centric language for client C-level executives during escalations.
Oversee documentation standards (SOPs, KB articles, runbooks) and ensure accuracy.
Partner with cross-functional teams to resolve complex technical escalations.
Generate and present reports on service performance, uptime metrics, and improvement initiatives.
Ensure compliance with security and regulatory requirements across client environments.
Monitor Effective Rate per Hour and Agreement Gross Margin. Identify "noisy" clients that are dragging down profitability and propose remediation plans.
Ensure technical staff maintains targeted billable/utilization rates (typically 75-80%) to maximize revenue generation.