Director of Service Delivery

Artisight

9d

About The Position

We are seeking a highly skilled Director of Service Delivery to lead our Support Engineering and Field Service Engineering functions, ensuring the consistent delivery of exceptional service to our clients and internal stakeholders. This role will oversee the processes, people, and performance that empower our teams to create the hospital of tomorrow. The Director of Service Delivery will drive operational excellence, mature our service delivery framework, and serve as a key partner across Engineering, Product, and Client Success.

Requirements

• 8+ years of experience in service delivery or technical support in customer-facing roles, including 4+ years in leadership.
• Act as primary escalation point for senior leadership, executive clients, and critical issues, bringing hands-on IT support experience from working your way up through the ranks.
• Proven experience managing service delivery or support engineering teams within a technology-driven environment.
• Deep expertise with service desk ticketing systems, ITIL frameworks, and service management best practices.
• Strong understanding of enterprise software environments, including Windows, macOS, cloud-based applications, and diagnostic tools.
• Exceptional communication, leadership, and stakeholder management skills.
• Highly organized with a strong ability to manage shifting priorities and navigate ambiguity.
• Demonstrated success driving process improvements, building scalable operations, and improving customer experience.
• Strong analytical and problem-solving skills with the ability to translate technical details into actionable insights.

Nice To Haves

• Experience working in healthcare, enterprise SaaS, IoT, or AI-driven technology.
• Direct experience managing a call center or help desk operation, including team oversight, ticket volume management, and SLA performance.
• Experience scaling support or service delivery teams in a high-growth environment.
• Background in systems engineering, data workflows, or product-facing technical roles.
• Commitment to ongoing learning, professional development, and team mentorship.

Responsibilities

• Provide strategic direction and operational leadership for the Service Delivery organization, including Support Engineering, Field Service Engineering, and related functions.
• Develop and implement service delivery frameworks, procedures, and KPIs that align with company goals, ITIL principles, and industry best practices.
• Lead, mentor, and develop Support Engineering Leads and their teams; foster a culture of high performance, accountability, and continuous improvement.
• Build scalable processes and standards to ensure consistent, high-quality client experiences across all service touch points.
• Oversee daily support operations, including monitoring queue health, case management quality, service level adherence, and escalation trends.
• Establish and refine escalation paths with Engineering, ensuring timely resolution of complex issues and transparent communication with internal teams and clients.
• Drive the creation and maintenance of internal knowledge bases, documentation templates, training materials, and performance dashboards.
• Ensure strong alignment and communication between the Technical Support team and cross-functional partners (Engineering, Product, Client Success, QA).
• Serve as a senior point of contact for escalated client concerns and high-impact service issues, ensuring timely and effective resolution.
• Collect, analyze, and communicate client feedback trends to Product and Engineering to drive product improvements and customer satisfaction.
• Partner closely with Client Success to deliver a consistent, predictable customer experience and proactively address opportunities to streamline workflows.
• Oversee the application of systems analysis techniques used to determine hardware, software, and functional specifications for issue resolution and workflow optimization.
• Guide teams through root-cause analysis, diagnostic procedures, and incident reviews.
• Lead initiatives to optimize support tooling, including service desk platforms and monitoring systems.
• Develop and monitor performance metrics for service delivery efficiency, customer satisfaction, and system uptime.
• Identify opportunities to improve processes, reduce incident volume, enhance automation, and increase team productivity.
• Champion a data-driven approach to prioritizing operational improvements, staffing, and strategic investments.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed