IT Director of Service Delivery

Vitality Living•Brentwood, TN

3d•Hybrid

About The Position

At Vital IT Network Systems (VINS), we are a proactive IT partner committed to delivering IT services that allow our clients to thrive and focus on what they do best. We are vigilant, innovative, and nurturing – and we’re looking for someone who reflects those qualities to help us grow. The VP of Service Delivery is a senior leadership position responsible for overseeing VINS Helpdesk, Security Operations Center (SOC), Innovation, and Network Engineering teams. This individual ensures the organization delivers world-class managed services while driving operational excellence, security maturity, and technical innovation. The Director provides strategic leadership across support, security, infrastructure, and R&D functions, aligning technical execution with business goals and client success.

Requirements

10+ years in IT leadership, MSP management, or enterprise operations (including cybersecurity, network, and service delivery).
Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or equivalent experience.
CISSP, CISM, CCNP, Fortinet NSE, CompTIA Security+, or ITIL.
Strong understanding of ITSM frameworks and SOC operations.
Expertise in network design, virtualization, and endpoint security.
Proven leadership in multi-department teams within an MSP or MSSP environment.
Exceptional communication, planning, and cross-functional coordination abilities.
Familiarity with tools such as Atera, Sophos XDR, IRIS, NetBox, Proxmox/VMware, Microsoft 365, Linux, CLI, PowerShell, Python, and Power Automate.
Customer service mindset with strong communication skills.
Ability to handle sensitive information with discretion.

Responsibilities

Serve as a member of the leadership team, contributing to strategic planning, budgeting, and company-wide initiatives.
Develop and execute a unified operational vision encompassing Helpdesk, SOC, Network Engineering, and Innovation.
Define and track departmental KPIs aligned with EOS/Traction metrics and company scorecards.
Drive accountability, clarity, and collaboration across technical departments.
Mentor and develop team leads, fostering growth, performance, and alignment with company culture and values.
Oversee day-to-day service delivery, ensuring SLA compliance, ticket resolution quality, and client satisfaction.
Standardize escalation workflows, knowledge management, and documentation processes.
Implement automation and AI tools to optimize ticket flow and reduce technician overhead.
Drive proactive support through trend analysis, alerting improvements, and endpoint management strategies.
Lead the SOC team responsible for monitoring, detection, and response to security incidents.
Maintain and evolve the MSP’s cybersecurity stack (e.g., Pillr, Sophos XDR, IRIS, Atera).
Oversee incident response playbooks, tabletop testing, and compliance alignment (NIST, CIS).
Partner with clients and internal leadership on risk assessments, threat intelligence, and post-incident reporting.
Continuously assess emerging threats and develop countermeasures within the managed environments.
Guide the network team in designing, deploying, and maintaining robust, secure network infrastructures for both internal and client environments.
Oversee firewall, VPN, VLAN, and routing architecture (FortiGate, SonicWall, UniFi, Meraki, etc.).
Ensure documentation and topology standards (NetBox) are current and enforceable.
Implement scalable frameworks for configuration management, monitoring, and uptime performance.
Lead the Innovation team in researching and piloting new technologies to enhance service delivery and automation.
Oversee development of internal tools (e.g., PowerShell/Python automations, dashboards, custom web apps).
Collaborate with sales and service leadership to productize new technology offerings and integrations.
Build proof-of-concepts that bridge IT, and security ecosystems across client portfolios.
Act as vCIO for key accounts, translating business goals into technology roadmaps.
Conduct quarterly business reviews (QBRs) and strategic technology planning sessions.
Identify opportunities for modernization, automation, and risk reduction for client environments.
Provide executive-level communication to clients on technology direction, cybersecurity posture, and ROI.
Oversee the development and implementation of SOPs across all technical domains.
Ensure operational readiness for high-availability and disaster recovery scenarios.
Oversee vendor relationships and procurement related to software, hardware, and MSP tooling.
Maintain clear communication between leadership and technical staff on priorities, progress, and obstacles.