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