Recruitment Design
$130,000 - $160,000, plus bonus and benefits
We are partnering with a rapidly growing, national MSP to hire a Senior Director of Service Delivery for their Boston/MA region. This senior leadership role owns how well services are delivered to a portfolio of mid‑market and enterprise customers, operationally and in front of the client.
Role Overview You’ll be the regional owner for managed services delivery across the Boston region, working out of our Boston office on a hybrid basis (typically 1–2 days a week in the office, plus occasional visits to customer sites).
Responsibilities
Day‑to‑day IT operations and managed services for customers in the region.
Act as the senior face of the MSP for key clients.
Lead and develop technical teams (engineering/operations) to deliver consistent, high‑quality service.
Shape and improve the IT operations strategy as the business grows and scales.
Oversee daily managed service delivery, ensuring tickets, incidents, and changes meet agreed SLAs.
Monitor service metrics, trends, and capacity, stepping in early to mitigate risks.
Define and maintain critical applications, service levels, and capacity requirements for key customers.
Ensure teams operate in line with company policies, processes, and cybersecurity best practices.
Collaborate with senior leadership to refine IT operations, standardise processes, and drive automation.
Escalations & Major Incidents
Primary escalation point for high‑priority incidents and serious service issues in the region.
Coordinate responses with technical teams, ensuring clear role ownership.
Communicate transparently with customers and stakeholders.
Conduct post‑mortem reviews to prevent recurrence.
Client Relationship Management
Build strong relationships with senior stakeholders (IT and business leaders) at customers.
Lead regular service reviews and QBRs with data‑driven insights.
Shape roadmaps and recommendations aligned with customer business goals.
Maintain a visible presence at customer sites for major reviews and relationship building.
Team Leadership & Development
Manage and mentor a regional technical team.
Set clear expectations and performance standards, supporting people to exceed them.
Collaborate with other leaders to share best practices, align processes, and resolve cross‑team issues.
Create a culture of support, challenge, and continuous improvement.
Qualifications
5+ years in IT, with at least 3 years in a Managed Services / MSP environment.
Track record of leading IT operations, service delivery, or managed services teams.
Direct experience managing technical staff (not merely dotted‑line).
Expertise in SLAs, incident management, and service improvement in a multi‑client context.
Strong customer‑facing skills, able to engage senior stakeholders.
Technical Competencies
Infrastructure and networking in modern environments.
Microsoft 365 and Azure support in MSP contexts.
Basic cybersecurity principles related to managed services.
Ability to translate technical details into plain English and business impact.
Leadership Style
Accountable for region, portfolio, and associated targets.
Calm under pressure, instilling confidence in the team during busy periods.
Proactive risk identification and continuous improvement focus.
Effective in holding the team accountable and celebrating successes.
Education A Bachelor’s degree in IT, Computer Science, or a related field is preferred, but equivalent experience in a senior MSP/IT services role is equally valued.
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We are partnering with a rapidly growing, national MSP to hire a Senior Director of Service Delivery for their Boston/MA region. This senior leadership role owns how well services are delivered to a portfolio of mid‑market and enterprise customers, operationally and in front of the client.
Role Overview You’ll be the regional owner for managed services delivery across the Boston region, working out of our Boston office on a hybrid basis (typically 1–2 days a week in the office, plus occasional visits to customer sites).
Responsibilities
Day‑to‑day IT operations and managed services for customers in the region.
Act as the senior face of the MSP for key clients.
Lead and develop technical teams (engineering/operations) to deliver consistent, high‑quality service.
Shape and improve the IT operations strategy as the business grows and scales.
Oversee daily managed service delivery, ensuring tickets, incidents, and changes meet agreed SLAs.
Monitor service metrics, trends, and capacity, stepping in early to mitigate risks.
Define and maintain critical applications, service levels, and capacity requirements for key customers.
Ensure teams operate in line with company policies, processes, and cybersecurity best practices.
Collaborate with senior leadership to refine IT operations, standardise processes, and drive automation.
Escalations & Major Incidents
Primary escalation point for high‑priority incidents and serious service issues in the region.
Coordinate responses with technical teams, ensuring clear role ownership.
Communicate transparently with customers and stakeholders.
Conduct post‑mortem reviews to prevent recurrence.
Client Relationship Management
Build strong relationships with senior stakeholders (IT and business leaders) at customers.
Lead regular service reviews and QBRs with data‑driven insights.
Shape roadmaps and recommendations aligned with customer business goals.
Maintain a visible presence at customer sites for major reviews and relationship building.
Team Leadership & Development
Manage and mentor a regional technical team.
Set clear expectations and performance standards, supporting people to exceed them.
Collaborate with other leaders to share best practices, align processes, and resolve cross‑team issues.
Create a culture of support, challenge, and continuous improvement.
Qualifications
5+ years in IT, with at least 3 years in a Managed Services / MSP environment.
Track record of leading IT operations, service delivery, or managed services teams.
Direct experience managing technical staff (not merely dotted‑line).
Expertise in SLAs, incident management, and service improvement in a multi‑client context.
Strong customer‑facing skills, able to engage senior stakeholders.
Technical Competencies
Infrastructure and networking in modern environments.
Microsoft 365 and Azure support in MSP contexts.
Basic cybersecurity principles related to managed services.
Ability to translate technical details into plain English and business impact.
Leadership Style
Accountable for region, portfolio, and associated targets.
Calm under pressure, instilling confidence in the team during busy periods.
Proactive risk identification and continuous improvement focus.
Effective in holding the team accountable and celebrating successes.
Education A Bachelor’s degree in IT, Computer Science, or a related field is preferred, but equivalent experience in a senior MSP/IT services role is equally valued.
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