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About the role
- Senior Director of Service Delivery overseeing IT operations for a Managed Service Provider. Leading service delivery in the Northeast with a focus on client relationships and technical solutions.
Responsibilities
- Ability to work under and adhere to stringent deadlines
- Leadership guides individuals and groups towards desired outcomes.
- Setting high performance standards and delivering quality services.
- Oversee daily IT operations and managed service delivery for regional customers, ensuring adherence to SLAs and service quality standards.
- Serve as the primary escalation point for technical and service issues, driving swift and effective resolutions.
- Develop, mentor, and support regional engineering teams to maintain consistent service excellence.
- Collaborate with internal leadership and cross-functional teams to optimize processes and support organizational goals.
- Lead customer meetings and QBRs, providing clear, confident, and value-driven presentations.
- Partner closely with the sales and account management teams to identify opportunities for growth, improvements, and technology alignment.
Requirements
- 5+ years of professional IT experience, with at least 3 years in a managed services or MSP environment
- Demonstrated experience managing IT operations, projects, and/or service delivery in a client-facing capacity
- Strong leadership and team management skills, with the ability to motivate and develop high-performing technical teams
- Excellent customer-facing and presentation skills —must be able to communicate complex technical concepts in clear business terms
- In-depth understanding of modern IT infrastructure, networking, cloud environments (Microsoft 365, Azure, etc.), and cybersecurity principles
- Ability to thrive in a fast-paced, service-oriented environment with a high degree of professionalism
- Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent experience will be considered.
Benefits
- Extensive paid time off including paid holidays and float holidays
- Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
- 401(k) with generous employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
- Monthly mobile phone plan and internet service stipend
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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