Service Delivery Director

at  Integral Recruiting Services LLC

BENEFITS:

• Dental insurance
• Health insurance
• Vision insurance
  Our client is a small Managed Service Provider (MSP) dedicated to delivering top-tier technology solutions to small to mid-size businesses across the nation. We specialize in leveraging technology to enhance productivity and drive business growth. Our team is committed to providing exceptional service and support to our valued clients.
  Position Overview: We are seeking an experienced and visionary Service Delivery Director to lead their service delivery operations. In this pivotal role, you will oversee the Technology Service Delivery Manager and be responsible for ensuring the delivery of high-quality IT services to our clients. You will report directly to the CEO and play a critical role in shaping the future of our service delivery organization. This position offers a hybrid work model, with the flexibility to work remotely for part of the week, in our Kenosha, WI office.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Proven experience in a leadership role within an MSP environment.
• Strong leadership and team management skills.
• Expertise in using ConnectWise for service management.
• Excellent communication and interpersonal skills.
• Ability to develop and execute strategic plans.
• Proven track record of optimizing service delivery processes.
• Familiarity with ITIL best practices (ITIL certification is a plus).
• Availability to work in a hybrid model.

• Leadership and Strategy: Develop and execute the strategic vision for service delivery operations to align with the company’s overall goals and objectives.
• Team Management: Directly manage the Technology Service Delivery Manager and provide leadership, mentorship, and guidance to the service delivery team.
• Client Engagement: Collaborate closely with clients to understand their IT needs, ensure satisfaction, and identify opportunities for service improvement.
• ConnectWise Optimization: Leverage your expertise in ConnectWise to optimize service delivery processes, workflows, and systems.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness and efficiency of service delivery operations.
• Resource Allocation: Efficiently allocate resources, including personnel and technology, to meet client demands and maintain service excellence.
• Budget Oversight: Assist in budget planning and management related to service delivery operations, ensuring cost-effectiveness and profitability.
• Strategic Partnerships: Identify and cultivate partnerships with technology vendors and service providers to enhance service offerings.
• Executive Reporting: Provide regular reports and updates to the CEO on service delivery performance, challenges, and opportunities.
• Continuous Improvement: Drive a culture of continuous improvement within the service delivery organization to ensure best-in-class service.
• Adherence to SLAs: Ensure that service delivery operations consistently meet or exceed Service Level Agreements (SLAs).