Head of Service Delivery & MSP Excellence

Ivionics, LLC; Hauppauge (NY); Presencial; USD 150.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career Advancement

A Flourishing Work Environment

Work-Life Balance

Professional Development

Competitive Compensation

Descripción de la vacante

Ivionics, LLC is seeking a Director of Service Delivery to lead the operational side of our technology services business, including Support, NOC, and Security. You will set strategy, drive performance, and build high-functioning teams delivering a consistently exceptional client experience.

The ideal candidate has 7+ years in IT service delivery, 3+ years in leadership, and a proven ability to optimize SLAs, KPIs, and service quality across a growing MSP environment.

Formación

• 7+ years of IT service delivery experience, preferably in an MSP.
• 3+ years in a leadership role managing technical teams.
• Proven ability to manage SLAs, KPIs and client satisfaction at scale.
• Strong leadership, communication, and problem-solving skills.
• Ability to align people, process, and technology to deliver consistent outcomes.

Responsabilidades

• Lead and develop service delivery managers, team leads, and engineers across Support, NOC, and Security.
• Set vision, standards, and accountability frameworks for the service delivery organization.
• Drive cross-functional collaboration and performance across Support, NOC, Security, and the broader org.
• Own end-to-end service delivery and drive SLA performance and operational efficiency.
• Serve as senior escalation point for complex client issues and ensure timely resolution.
• Oversee security services and mature the security offering in coordination with teams.

Conocimientos

IT service delivery

Leadership

SLA management

Client satisfaction

Operational excellence

Descripción del empleo

Ivionics, LLC is seeking a Director of Service Delivery to lead the operational side of our technology services business, including Support, NOC, and Security. You will set strategy, drive performance, and build high-functioning teams delivering a consistently exceptional client experience.

The ideal candidate has 7+ years in IT service delivery, 3+ years in leadership, and a proven ability to optimize SLAs, KPIs, and service quality across a growing MSP environment.