Director of Service Delivery

Service Operations & Performance

The Director of Service Delivery is responsible for the overall performance, scalability, and client experience of IVIONICS’s service operations—spanning our Support Desk, Network Operations Center (NOC), and Security services. This role sets the strategic direction for service delivery while owning day-to-day execution, ensuring services are delivered efficiently, consistently, and at a high standard.

• 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)

Security Services

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.

Business & Operations

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