Director of Service Delivery

At SSVA, we are seeking a Director of Service Delivery (in other companies this person could hold the title of Service Delivery Manager, Head of IT Operations, Director of IT Services), to lead the delivery of Managed and Professional Services, ensuring client satisfaction, operational efficiency, and scalable growth. In this role, you will lead and empower End User Support and Professional Services teams to achieve key performance targets, implement performance plans, and directly engage at the team level when needed. You will partner cross-functionally with Sales, R&D, Security, and Marketing to scale service innovation and improve client experience, with a focus on reducing client effort and delivering measurable outcomes. A strategic and technically fluent mindset is essential, as you’ll interpret operational trends, manage budgets, and drive automation through Azure technologies, IaC, and AI adoption. You will also strengthen ITIL processes and embed continuous improvement to elevate service maturity and delivery excellence.To be successful in this role, you should be strategic in decision-making, with the ability to balance long-term vision with day-to-day execution. A strong grasp of technical concepts, especially in infrastructure, automation, and cloud environments like Azure, is essential to effectively evaluate solutions, guide teams, and collaborate cross-functionally. You must be financially minded, capable of managing budgets, forecasting, and driving margin improvements across both managed and professional services. Just as critical are strong leadership skills, including performance coaching, structured reporting, and confident client-facing communication to represent the service organization both internally and externally.General job duties include: Own client experience metrics (CSAT/NPS), ensuring red account recovery within SLA. Lead ITIL service operations (Incident, Request, Problem, Change, Knowledge) and chair CAB. Preferred Skills & Qualifications: Proven experience leading IT service delivery and operations. Excellent communication and team leadership skills. Preferred: Experience in a mature MSP environment, Azure automation (ARM, PowerShell, IaC), PMO leadership, and secure-by-design familiarity.Bachelor's degree in a technical field or equivalent experience.Physical Requirements: Professional hybrid/office role with occasional travel; some evening/weekend change windows may apply. Reasonable accommodations provided as needed.Compensation: The compensation is expected to start at $110,000, plus bonus. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.Benefits: At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Learn more here: #J-18808-Ljbffr