Director of Service Delivery

We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.

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.

• Drive SLA performance and delivery quality across tiers.

• Lead ITIL service operations (Incident, Request, Problem, Change, Knowledge) and chair CAB.

• Standardize delivery handoffs, stage-gates, and acceptance criteria.

• Oversee workforce planning, hiring, onboarding, and coaching.

• Forecast and manage service P&L, KPIs, and budget reporting.

• Improve documentation, QA processes, and CMDB accuracy.

• Partner with R&D, Security, and Marketing to launch and support new services.

Preferred Skills & Qualifications:

• Proven experience leading IT service delivery and operations.

• Strong background in ITIL practices, service quality improvement, and KPI ownership.

• 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.

• Relevant certifications such as AZ-104/140/700, CCNA/CCNP, VMware VCP.

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:

Flexible hybrid schedule (1 day/week or 4 days/month onsite), occasional travel, lunches and coffees, work hard play hard culture.

Who We are:

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

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. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

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.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today Learn more here: Why New Charter.

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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