Director of Service Delivery

Why Choose Us?

• Career Advancement. We’re not just offering a job; we’re offering a career. Join us, and you’ll have opportunities to advance yourself in the constantly growing technology sector.

• A Flourishing Work Environment. At IVIONICS, we believe in fostering a positive workplace culture. We value collaboration, professional growth, and relationship-building both in/out of the office.

• Work-Life Balance. We understand that your personal life is important. We offer flexible scheduling options to ensure you can manage your professional and personal life effectively.

• Professional Development. If you’re willing to invest, then so are we. At IVIONICS, you’ll have access to ongoing training and development resources to continue enhancing your skills.

• Competitive Compensation. We recognize your hard work and want to reward you for it. In addition to a competitive salary, all employees are eligible for a comprehensive suite of additional benefits including medical/dental/vision, retirement plans, paid time off, and more.

Role Overview

Responsibilities

• Lead, coach, and develop service delivery managers, team leads, and engineers across Support, NOC, and Security functions
• Set the vision, standards, and accountability frameworks for the service delivery organization
• Establish performance standards, career development pathways, and clear escalation structures for the team
• Drive cross-functional collaboration between Support, NOC, Security, and the broader organization

• Own end-to-end service delivery across the Support Desk, NOC, and Security services, ensuring consistent, high-quality execution
• Drive SLA performance, service metrics, client satisfaction, and operational efficiency
• Serve as a senior escalation point for complex client issues, ensuring timely resolution and effective communication
• Standardize workflows, documentation, and use of service delivery tooling (PSA/RMM)

• Oversee the delivery of managed security services, ensuring alignment with client requirements and industry best practices
• Partner with leadership to mature the security service offering, including monitoring, response, and reporting
• Ensure security operations integrate cleanly with NOC and Support workflows for a unified client experience

• Partner with leadership on capacity planning, process improvement, and service delivery strategy
• Collaborate with Sales and Account Management to support renewals, expansions, and scoped service delivery
• Support margin improvement through utilization optimization, resource planning, and operational discipline
• Drive continuous improvement in service quality, documentation standards, and operational processes

Qualifications

• 7+ years of experience in IT service delivery, preferably within an MSP environment
• 3+ years in a leadership role managing technical teams
• Strong understanding of MSP operations, including support, NOC, escalations, and security services
• Proven ability to manage SLAs, KPIs, and client satisfaction at scale
• Excellent leadership, communication, and problem-solving skills
• Ability to align people, process, and technology to deliver consistent operational outcomes

Preferred

• Experience supporting SMB or professional services clients in a fast-paced services environment
• Familiarity with PSA/RMM tools (e.g., ConnectWise, Autotask, Datto, Ninja)
• Working knowledge of Microsoft 365, networking, cloud, and security services
• Experience overseeing or maturing a managed security or SOC function
• Experience improving service delivery processes and margins in an MSP