Director of Service Delivery

New Charter Technologies

1d•$110,000•Hybrid

About The Position

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At SSVA, we are seeking a Director of Service Delivery (in other companies this person could hold the title of Service Delivery Manager, Head of IT Operations, Director of IT Services), to lead the delivery of Managed and Professional Services, ensuring client satisfaction, operational efficiency, and scalable growth. In this role, you will lead and empower End User Support and Professional Services teams to achieve key performance targets, implement performance plans, and directly engage at the team level when needed. You will partner cross-functionally with Sales, R&D, Security, and Marketing to scale service innovation and improve client experience, with a focus on reducing client effort and delivering measurable outcomes. A strategic and technically fluent mindset is essential, as you’ll interpret operational trends, manage budgets, and drive automation through Azure technologies, IaC, and AI adoption. You will also strengthen ITIL processes and embed continuous improvement to elevate service maturity and delivery excellence. To be successful in this role, you should be strategic in decision-making, with the ability to balance long-term vision with day-to-day execution. A strong grasp of technical concepts, especially in infrastructure, automation, and cloud environments like Azure, is essential to effectively evaluate solutions, guide teams, and collaborate cross-functionally. You must be financially minded, capable of managing budgets, forecasting, and driving margin improvements across both managed and professional services. Just as critical are strong leadership skills, including performance coaching, structured reporting, and confident client-facing communication to represent the service organization both internally and externally.

Requirements

Proven experience leading IT service delivery and operations.
Strong background in ITIL practices, service quality improvement, and KPI ownership.
Excellent communication and team leadership skills.

Nice To Haves

Experience in a mature MSP environment, Azure automation (ARM, PowerShell, IaC), PMO leadership, and secure-by-design familiarity.
Bachelor's degree in a technical field or equivalent experience.
Relevant certifications such as AZ-104/140/700, CCNA/CCNP, VMware VCP.

Responsibilities

Own client experience metrics (CSAT/NPS), ensuring red account recovery within SLA.
Drive SLA performance and delivery quality across tiers.
Lead ITIL service operations (Incident, Request, Problem, Change, Knowledge) and chair CAB.
Standardize delivery handoffs, stage-gates, and acceptance criteria.
Oversee workforce planning, hiring, onboarding, and coaching.
Forecast and manage service P&L, KPIs, and budget reporting.
Improve documentation, QA processes, and CMDB accuracy.
Partner with R&D, Security, and Marketing to launch and support new services.