IT Service Delivery Director (People & Performance)

Executech; Seattle (WA); On-site; USD 140,000 - 180,000; Full time

Job summary

Executech is seeking a Service Director to lead a technical services team delivering SLA, CSAT, and billable efficiency within a centralized support model. You will coach engineers, drive continuous improvement, and ensure consistent workflow discipline across the team.

This role requires strong people leadership, accountability for performance targets, and effective cross-functional partnership with TAM, Projects, and Security to deliver outstanding client outcomes.

Qualifications

• Experience leading technical teams in an MSP or enterprise IT environment.
• Strong operational awareness with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
• Technical credibility to assess escalations and coach engineers.
• Proven ability to deliver candid coaching and performance management.
• Experience coordinating across cross-functional teams and tooling improvements.

Responsibilities

• Provide people leadership for a defined team (6–10 engineers).
• Own team execution: SLA attainment, queue health, escalation throughput, ticket quality.
• Run a QA program for ticket quality and coaching.
• Manage capacity and workforce planning, including on-call and utilization.
• Own escalation process and post-incident follow-up.
• Drive continuous improvement and partner with cross-functional teams.
• Operate in a metric-driven cadence with weekly and monthly reviews.
• Ensure clean handoffs and client outcomes with TAM/PSM.

Skills

People leadership

Operational metrics

Technical credibility

Performance coaching

Cross-functional collaboration

Job description

Executech is seeking a Service Director to lead a technical services team delivering SLA, CSAT, and billable efficiency within a centralized support model. You will coach engineers, drive continuous improvement, and ensure consistent workflow discipline across the team.

This role requires strong people leadership, accountability for performance targets, and effective cross-functional partnership with TAM, Projects, and Security to deliver outstanding client outcomes.