Now Hiring - Confidential - Director of Service Delivery in Red Bank, NJ

Full description of the position

About the Role We are seeking a Director of Service Delivery to lead and scale our managed IT services organization. This role is responsible for ensuring that services are delivered consistently, securely, and profitably , while maintaining a high standard of client experience. This is a senior leadership role , not a hands-on engineering position. The Director of Service Delivery leads through systems, process, accountability, and cross-functional collaboration , working closely with Engineering, Security, Client Services, Sales, and Finance. If you thrive in MSP environments , enjoy building disciplined service operations, and want to lead teams without being stuck in the ticket queue, this role is for you. What You'll Be Responsible ForService Delivery Leadership * Lead the IT Services organization across Service Delivery, Professional Services, Automation, Engineering, and Security * Own SLA performance, service quality, and client satisfaction * Ensure consistent execution of service delivery processes and escalation standards * Act as the final point of accountability for service delivery outcomes Operations & Performance Management * Oversee ticketing workflows and escalation processes (e.g., ConnectWise or similar PSA) * Monitor service performance metrics, backlog, utilization, and margins * Identify trends, risks, and opportunities to improve service delivery * Ensure documentation standards and operational discipline are enforced Technology & Platform Oversight (Leadership Level) * Partner with Engineering on Azure and SharePoint migrations , including scope-to-completion oversight * Collaborate with leadership to evaluate and implement technology solutions that improve operational efficiency and client outcomes * Co-own technology direction from a business and service lens (Engineering owns architecture) Security & Risk Alignment * Partner with Security leadership to ensure security standards, compliance, and incident response readiness * Balance service delivery, client experience, and security requirements * Ensure risk decisions are documented and operationally enforced Client & Vendor Engagement * Build strong working relationships with clients to ensure needs are understood and met * Serve as an escalation leader for complex client issues when needed * Build and maintain strategic vendor relationships to optimize service value and efficiency Team Leadership & Development * Lead, mentor, and develop service leadership and technical teams * Support training and professional development initiatives * Participate in hiring, evaluations, and succession planning * Foster a culture of accountability, clarity, and continuous improvement What This Role Is Not * Not a Tier 3 support role * Not a daily ticket-handling position * Not responsible for designing technical architecture * Not an individual contributor role This position focuses on leading the system , not working inside it. Required Experience & Qualifications Required * 3+ years of leadership experience in a senior management level in IT Services or Managed Services * Strong understanding of MSP operations , service delivery, and SLA-driven environments * Experience with ticketing/PSA systems (ConnectWise strongly preferred) * Working knowledge of Azure and SharePoint environments (migration experience required) * Demonstrated ability to optimize service delivery and improve operational performance * Strong communication and collaboration skills across leadership, clients, and technical teams * Experience managing teams and driving accountability Preferred * Background in security and compliance environments * Experience working alongside Engineering and Security leadership * Familiarity with EOS, ITIL, or similar operational frameworks * Financial literacy related to service margins, utilization, and performance metrics * MSP experience strongly preferred Ideal Candidate Profile You'll be successful in this role if you: * Think in systems, not tickets * Stay calm and decisive under pressure * Can balance client needs with operational discipline * Lead engineers without trying to out-engineer them * Value clarity, accountability, and repeatability * Want to build scalable, best-in-class service delivery Compensation & Benefits * Competitive base salary: $100,000 - $120,000 * Performance-based bonus * Health, dental, and vision insurance * Paid time off * In-office role based in Central New Jersey Job Type: Full-time Pay: $100,000.00 - $120,000.00 per year Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Work Location: In person