At least 7 years of experience in IT service delivery, preferably within an MSP environment.
At least 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 service-level agreements, key performance indicators, and client satisfaction at scale.
Ability to align people, process, and technology to deliver consistent operational outcomes.
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.
Desired Qualifications
Experience supporting SMB or professional services clients in a fast-paced services environment.
Familiarity with PSA/RMM tools such as ConnectWise, Autotask, Datto, or 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.
Director of Service Delivery Are you a hands-on service delivery leader who thrives at the intersection of operational excellence and team development? We are IVIONICS - an established technology services company with deep roots and long-term clients - seeking a Director of Service Delivery to lead and set direction for the operational side of our business: Support, NOC, and Security services. If you're ready to drive performance, build high-functioning teams, and deliver a consistently exceptional client experience, keep reading.
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
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. The ideal candidate brings operational discipline, technical depth, and the leadership to align people, process, and technology across a growing MSP environment.
Responsibilities
Leadership & Team Development
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
Service Operations & Performance
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
IVIONICS is committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.