Director of Service Delivery

Director of Service Delivery

The Director of Service Delivery leads In-Telecom's service delivery, the managers and teams responsible for Managed Services, Voice, and Physical Security & Access Control, and owns its performance, profitability, and continuous improvement. This role unifies three technical disciplines into one accountable service organization with consistent processes, clear ownership, and measurable results. The Director owns departmental scorecards, service-level performance, workforce capacity, and financial outcomes across all three functions, with a clear expectation to identify risk before it becomes client escalation. This is a highly visible, hands-on leadership role: the ideal candidate develops managers, aligns teams across disciplines, and builds the structure needed to support the company's continued growth, stepping in directly when conditions require it. Compensation includes base salary, commission/bonuses and applicable allowances.

Key Responsibilities

Leadership & Organizational Accountability

• Direct service delivery across Managed Services, Voice, and Physical Security & Access Control; lead, coach, and hold accountable the managers of each department.
• Set clear expectations, decision rights, and accountability across the service organization; build leadership depth and succession plans.
• Align service departments with engineering, projects, client success, sales, and finance, and lead the organization through growth and change.
• Operate as a player-coach — strategic by default, hands-on when operational conditions require it.

Service Delivery & Operational Performance

• Own the service delivery strategy and operating model; ensure requests, incidents, escalations, onsite work, and technical commitments meet documented processes and client expectations.
• Monitor SLAs, response and resolution times, backlog, and utilization; maintain real-time departmental scorecards and use the data to surface trends, gaps, and capacity constraints before they escalate.
• Drive consistent ticket ownership, prioritization, escalation, and quality control across managers, and enforce adoption of company procedures and documentation standards.
• Ensure systemic issues get root-cause analysis and corrective action, and that high-impact client issues receive appropriate leadership visibility.

Financial & Business Management

• Monitor profitability, labor utilization, overtime, staffing levels, and service margins; align resources to client demand and contractual obligations.
• Partner with executive leadership and finance on annual budgets, forecasts, staffing plans, and targets; evaluate investments and process changes against business impact and ROI.
• Identify opportunities to control costs, improve margins, and capture billable and out-of-scope revenue.
• Own departmental financial performance for all assigned service functions.

Client Experience & Escalation Management

• Serve as the senior escalation point for significant service, operational, or client-impacting issues, ensuring clear ownership, documented action plans, and timely executive visibility.
• Partner with Client Success on recurring issues, sentiment, and retention risk, and support client and executive-level conversations when needed.
• Ensure commitments made to clients are realistic, documented, and fulfilled, and use client feedback and service data to drive measurable improvement.

Process & Continuous Improvement

• Develop and enforce standard operating procedures and workflows so service delivery is documented, repeatable, and scalable.
• Drive maturity of service delivery standards across root cause analysis, change management, escalation practices, documentation, and quality control to reduce repeat issues and improve operational consistency across all service teams.
• Partner with technical leadership to improve standardization, tooling, and service offerings; identify opportunities to automate routine work and improve reporting.
• Lead continuous improvement initiatives from service data, employee and client feedback, and business priorities, and reassess departmental structure as the company grows.

Executive Reporting & Strategic Planning

• Provide regular updates to executive leadership on service performance, financials, staffing, client risk, and improvement initiatives — translating operational data into clear priorities and recommendations.
• Develop annual and quarterly service delivery objectives aligned with company goals, and anticipate future staffing, tooling, and capacity needs.
• Execute the company's business plan and remain accountable for agreed-upon commitments and measurable outcomes.

Skills, Knowledge & Expertise

Expected Qualifications

• 7+ years of progressive leadership experience in a technology service, managed services, telecommunications, physical security, or similarly service-driven organization.
• 5+ years directly managing managers, department leaders, or multiple operational teams, including oversight of a multi-department or multi-discipline service organization.
• Experience in an MSP, telecommunications provider, security integrator, or multi-client service environment strongly preferred.
• Bachelor's degree in business administration, information technology, operations management, or a related field preferred; equivalent experience considered.
• Proven track record managing departmental budgets, profitability, staffing, utilization, and financial performance.
• Strong grounding in service management practices — ticketing systems, SLAs, escalation management, workforce planning, and performance reporting — and in help desk, field service, voice, networking, physical security, or access control environments.
• Demonstrated ability to build scorecards and KPIs, analyze operational and financial data, lead teams through growth or change, and identify root causes and practical corrective actions.
• Strong executive communication, presentation, conflict-resolution, and stakeholder-management skills, with a track record in fast-paced, multi-client environments.
• Experience with ConnectWise Manage or a comparable PSA/ticketing platform.
• Familiarity with EOS, Ninety, or another structured business operating system.
• Experience managing service organizations in a high-growth company, including mergers, acquisitions, or service integration, strongly preferred.
• Relevant technical, project management, service management, or leadership certifications.
• Experience supporting clients across multiple industries, geographies, or regulatory environments.

Leadership Attributes

• Takes complete ownership of departmental performance and outcomes, and leads with integrity, transparency, and sound judgment.
• Sets clear expectations and follows through on accountability; addresses difficult performance and process issues directly.
• Stays composed under pressure, balances urgency with long-term planning, and proactively surfaces risk rather than waiting for escalation.
• Communicates clearly across executives, managers, technical teams, clients, and partners, and builds trust across departments and disciplines.
• Results-driven and financially responsible, with a bias toward challenging ineffective processes and leading meaningful change.

Work Environment

This role operates in a fast-paced, multi-client technology services environment with regular interaction across executive leadership, department leaders, technical staff, clients, vendors, and partners. It requires managing competing priorities, responding to significant service escalations, analyzing operational and financial performance, and making timely decisions that affect clients, employees, and the business. Occasional travel to company offices, client sites, industry events, or leadership meetings may be required.

Job Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• 401k
• Gym Membership Reimbursement

About In-Telecom

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake. In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.