Director of Service Delivery

Jobgether; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Annual salary: $120,000–$150,000

Performance bonuses up to 4% quarterly

Healthcare coverage

401(k) with company match

PTO and holidays

Birthday PTO and floating holidays

Cell phone stipend

Remote work within the United States

Job summary

Jobgether, listing on behalf of a partner company in the United States (Remote), seeks a Director of Service Delivery to lead and scale a managed IT services organization across reactive support, escalations, and service coordination.

Reporting directly to the COO, you will optimize ticket workflows, SLAs, and technician utilization while protecting margins, and advance delivery through AI-powered tools and automation.

Qualifications

• 5+ years in IT roles, MSP or service desk
• 3+ years in leadership or supervisory roles
• Strong MSP service delivery fundamentals (tickets, capacity, SLAs, KPIs)
• Hands-on with Autotask or similar PSA platform
• Familiarity with service monitoring tools (MSPbots a plus)
• Knowledge of Microsoft 365, Azure/Entra ID, Windows Server, networking
• Industry certifications preferred (Microsoft, CompTIA)
• Bachelor’s degree preferred; high school diploma required

Responsibilities

• Lead Reactive Service, Escalated Service, and Service Coordination teams
• Manage escalations from routing to resolution with SLAs
• Monitor KPIs: CSAT, resolution times, utilization
• Provide weekly executive reports on trends and performance
• Maintain on-call escalation rotation and coverage
• Document and continuously improve service delivery processes
• Protect margins by targeting 6.5 billable hours per 8-hour shift
• Collaborate with projects, accounts, and sales to coordinate care
• Lead performance reviews and team development
• Identify opportunities to introduce AI-powered tools and automation

Skills

Leadership

MSP operations

Strategic thinking

Communication

Team management

Education

High school diploma

Bachelor's degree preferred

Industry certifications preferred (Microsoft, CompTIA)

Tools

Autotask

MSPbots

Microsoft 365

Azure Entra ID

Windows Server

Datto BCDR

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Service Delivery based in the United States (Remote). The Director of Service Delivery will lead and scale a managed IT services organization, overseeing reactive support, escalated technical services, and service coordination teams. Reporting directly to the Chief Operating Officer, this role carries responsibility for service quality, operational performance, team development, and client satisfaction. The successful candidate will bring strong managed service provider (MSP) experience and a proven ability to manage complex service operations across multiple client environments. By optimizing technician capacity, ticket workflows, service levels, and operational processes, the Director will help improve efficiency while protecting profitability. The role also offers the opportunity to modernize service delivery through AI-powered tools and automation. This is a high-impact leadership position with significant influence over the organization’s operational strategy and future growth.

Accountabilities

• Lead and develop the Reactive Service, Escalated Service, and Service Coordination teams, overseeing staffing, workload distribution, ticket lifecycles, and technician capacity.
• Manage escalations from initial routing through resolution, ensuring tickets are prioritized appropriately according to service-level agreements (SLAs) and escalation procedures.
• Monitor departmental performance against key performance indicators, including resolution times, customer satisfaction (CSAT), technician time utilization, and other operational metrics.
• Provide weekly reports to executive leadership on service trends, operational performance, and Escalated Service metrics.
• Maintain an effective on-call escalation rotation and coordinate with service management to ensure adequate technical coverage.
• Develop, document, implement, and continuously improve service delivery processes, procedures, and operational standards.
• Ensure processes are consistently followed, documented, audited, and updated as the organization grows.
• Improve operational efficiency and protect service margins by maintaining a target of at least 6.5 billable hours per eight-hour shift.
• Identify tickets and activities that consume excessive technician time, taking corrective action while maintaining service quality and client satisfaction.
• Collaborate with project delivery, client account management, and sales teams to coordinate service activities and strengthen customer relationships.
• Lead employee development and performance management through weekly Level 10 meetings, quarterly conversations, and annual performance reviews.
• Promote a supportive and accountable team culture, contributing to a target voluntary employee turnover rate below 5% annually.
• Identify opportunities to introduce AI-powered tools and modern technology that reduce repetitive tasks and improve technician productivity.

Requirements

• At least 5 years of experience in IT roles, including hands-on technical work in an MSP or service desk environment.
• At least 3 years of experience in a leadership or supervisory position.
• Strong understanding of MSP service delivery operations, including ticket queues, technician capacity, escalations, SLAs, documentation, client satisfaction, and operational KPIs.
• Hands-on experience with Autotask or a comparable Professional Services Automation (PSA) platform.
• Familiarity with service monitoring and operational tools such as MSPbots is an advantage.
• Solid technical knowledge of environments involving Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto Business Continuity and Disaster Recovery (BCDR), or comparable technologies.
• Ability to understand technical root causes, challenge proposed resolution plans, and recognize when an escalation is not progressing appropriately.
• Excellent written and verbal communication skills, with the ability to communicate effectively with technical teams, clients, and executive leadership.
• Strong organizational and problem-solving skills, with the ability to manage competing priorities, resolve conflicts fairly, and address issues proactively.
• Team-oriented leadership style, with a willingness to give and receive constructive feedback and prioritize collective success.
• Self-motivated, curious, and committed to continuous learning and professional development.
• Valid driver's license and access to a reliable, insured vehicle.
• Industry certifications strongly preferred, including Microsoft, CompTIA, or equivalent credentials. Additional certification requirements may be agreed upon during the hiring process.
• High school diploma required; bachelor's degree in a related field preferred.

Benefits

• Annual salary: $120,000–$150,000.
• Performance-based bonuses: Up to 4% per quarter based on individual and departmental KPIs, plus an additional 5% annual bonus.
• Healthcare coverage: Medical, dental, and vision insurance.
• Retirement savings: 401(k) plan with a 4% company match and immediate vesting.
• Paid time off: Generous PTO and paid company holidays.
• Additional flexibility: Dedicated birthday PTO and two floating holidays.
• Monthly cell phone stipend.
• Team culture: Employee events and opportunities to connect with colleagues.
• Remote working arrangement within the United States.
• Opportunity to influence service delivery strategy and contribute to the organization's continued growth and technology modernization.

We appreciate your interest and wish you the best!