MSP Service Delivery Director

TekStream Solutions; Dunwoody (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

TekStream Solutions is seeking an MSP Service Delivery Director centered on AWS, accountable for the service experience across a portfolio of customers. The role ties to security and observability platforms and requires strong collaboration with leadership to define MSP strategy and service offerings.

Applicants should have 5+ years in service delivery management and cloud-based support, with the ability to engage C-Suite stakeholders and manage complex client relationships.

Qualifications

• 5+ years of service delivery management experience, with a focus on AWS.
• 5+ years of experience in technical support services and cloud-based solutions.
• Strong ability to articulate technical concepts to executives.
• Self-starter, comfortable with ambiguity and prioritization.

Responsibilities

• Consult on MSP go-to-market strategies and MSP operating model adoption.
• Develop relationships with MSP Sales and Delivery teams and customer executives.
• Develop and implement support processes, training plans, and team structure.
• Lead integration programs between TekStream Solutions and AWS.
• Ensure customers meet milestones using success plans and align outcomes with business initiatives.
• Check in with team members to assess satisfaction and workload.
• Lead teams to meet and exceed project success factors.

Skills

AWS

Service delivery management

C-Suite communication

Strategic relationship management

Leadership

Job description

Other U.S. locations may be considered. US Citizenship is required. Selected candidates must successfully clear a comprehensive criminal and financial background investigation to determine final eligibility for this role.

TekStream Solutions is seeking an MSP Service Delivery Director focused on AWS as the key area of technology with close ties to leading Security and Observability platforms. As the MSP Service Delivery Director, you will own the service experience for a portfolio of customers, strategy and direction for the MSP practice and add value to key functions that enable the delivery of a high quality of service. This role requires being technically adept with AWS services and having the ability to impart strategy of what we offer as part of the MSP service.

Candidates will be experienced in managing customer engagements and client escalations in both virtual and face-to-face environments, develop and nurture strategic relationships with various stakeholders to ensure smooth operations and continuous improvement across the organization, and collaborate with leadership to identify and implement service enhancements and operational efficiencies.

Responsibilities:

• Consult on best practices to foster self-sufficiency and expansion among MSP customers by facilitating reviews of go-to-market strategies, adopting the MSP Operating Model, and developing internal knowledge champions.
• Collaborate with MSP Sales and Delivery management to develop multi-level relationships, both internally and across customer organizations, acting as a trusted advisor to executives and key stakeholders. This could include expansion and alignment with our Managed Security and Observability solutions.
• Develop and implement support processes, training plans, and team structure to support customer needs, ensuring best quality support for our customers.
• Lead integration programs between Tekstream Solutions & AWS along with different teams to deliver a seamless experience.
• Ensure MSP customers are continuously working toward key milestones using customer-facing success plans.
• Identifies success criteria and ensures that it is met by involving the stakeholders in key decisions and linking project outcomes to strategic business initiatives.
• Check in with all team members periodically (monthly, quarterly) individually to assess their job satisfaction, workload, team dynamic, etc.
• Leads teams to consistently meet project success factors and exceed customer expectations.

The ideal candidate will possess/demonstrate:

• 5 years of experience in service delivery management, with a focus on AWS.
• 5 years of experience in technical support services and cloud-based solutions.
• Strong technical knowledge and ability to articulate technically with C-Suite individuals.
• Strong self-starter, comfortable with ambiguity, able to manage time and prioritize competing demands.
• Analytical mindset with the ability to translate analysis into actionable business strategies.
• Able to facilitate and steer meetings to achieve the stated objective/decision.