Service Delivery Manager

3 weeks ago

Orlando, Florida, United States ProVal Technologies Full time
Job Description

About ProVal Technologies:

We are a Consulting and NOC Services Provider for Managed IT Service Providers (MSP's) assisting them with efficient endpoint management, automation, infrastructure monitoring, backup & DR, and other back-office operations. We think of ourselves as the MSP to an MSP Our mission is to deliver centralized services in a box to MSPs, so they can focus on being their customers' trusted advisors and leave operational excellence to our team of professionals. Working with over 100 MSP partners, and 100 employees between the US and India, ProVal's commitment to our partners and to service excellence has helped us continually grow over 15 years in the space. This is an exciting opportunity to make an impact and be part of our next phase of growth. With a current revenue of $5mm, we aim to double our business in under 5 years.

We prefer candidates local to Orlando / Central Florida to come into the office on a hybrid schedule, but will consider fully remote candidates.

About the Role:

As the Director of Service, you will lead a team of consultants, subject matter experts and support engineers to help Managed Service Providers (MSP's) run their business more efficiently. ProVal's support lines encompass Unified Monitoring & Management (UMM), Professional Services Automation (PSA), automation development, Network Operations Center (NOC), and security.

  • Leadership and Strategy:
  • Define strategic goals and set performance targets for the team.
  • Drive innovation by identifying industry trends and integrating new technologies into the practice.
  • Ensure continuous improvement of service offerings, aligning with market demands and client needs.
  • Lead cross-functional teams to execute strategic initiatives, including project management, client engagement, and service optimization.

Operational Excellence:

  • Oversee the development and execution of operational procedures, ensuring scalability and efficiency.
  • Implement key performance metrics (KPIs) to monitor service delivery, staff performance, and client satisfaction.
  • Ensure compliance with industry standards and best practices for IT service delivery, cybersecurity, and data protection.
  • Track budgets, and optimize resource allocation to meet the division's financial goals.
  • Oversee pricing strategies for consulting services, ensuring competitive positioning while maintaining profitability.
  • Mentor and develop staff, fostering a culture of continuous learning and professional growth.
  • Create and deliver training programs on emerging technologies, consulting methodologies, and ProVal's service offerings.
  • Build career progression paths for team members, enabling upward mobility and skill development.
  • Partner with India Service Leadership to deliver unified support.

Innovation and Technology:

  • Spearhead the evaluation and adoption of cutting-edge technologies and tools that enhance operational capabilities.
  • Identify opportunities for automation and process improvements across the service lifecycle.
  • Collaborate with technical teams to deliver Proof of Concept (PoC) for new tools and software integrations.

Industry Presence and Thought Leadership:

  • Represent ProVal as a thought leader at industry events, webinars, and conferences, contributing to panels and publishing articles like IT Nation.
  • Build a strong professional network to enhance ProVal's presence in the MSP ecosystem.
  • Stay informed on regulatory changes, market trends, and competitor strategies to inform business decisions.

Requirements:

  • Past experience in consulting in the Managed Services space
  • 15+ years' experience, ideally most of it in the Managed IT Services / Technology consulting space.
  • Prior or current Experience with the MSP technology stack - RMM, PSA
  • Experience working with remote (US) and offshore teams.
  • Financial acumen and experience creating and managing to budget.
  • Demonstrated ability to lead and motivate teams (both consulting and engineering teams) to achieve strategic objectives.
  • Preferred experience with the EOS model - strategic thinking/problem solving skills & excellent interpersonal communication skills.

Salary: $120,000 - $180,000 per year.

Benefits:

  • Great Team Culture
  • Remote schedule
  • Unlimited Paid Time Off
  • Opportunity for Growth and Advancement Including Certifications
  • Health and Dental Coverage
  • 401k with Company Match

About ProVal Technologies:

We have one of the most unique teams around Our team has experience in several RMM Platforms, including ConnectWise Automate and Kaseya VSA, as well as extensive PSA, Backup, and NOC administration experience. As a new team member, you will have the chance to collaborate with your team to innovate new ideas as you grow within the company

We offer a benefits package that includes Self-managed PTO (where there is no cap no the hours of PTO you can take per year), medical, dental, and more. We also believe that work/life balance is important, so our hours are Monday through Friday, eight to five, with no on-call expectations

We pride ourselves on a positive and enjoyable company culture. Our Core Values: Passion, Innovation, Growth, Execution, and Integrity

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