Director of Service Delivery

Description

Job Summary:

We are seeking a highly motivated, technically capable, and operationally focused Director of Service Delivery to lead our technical service delivery teams. The Director of Service Delivery will be responsible for overseeing the Help Desk, Technical Account Managers, and Client Engineers, ensuring best-in-class service delivery, operational efficiency, and accountability across the organization. This role will focus on developing technical talent, providing day-to-day leadership, establishing clear processes and responsibilities, and driving initiatives that improve organizational structure and operational consistency.

Additionally, this individual will serve as a technical escalation resource and player-coach for complex technical and client situations, collaborate across departments to implement technology improvements and operational initiatives, and work with executive leadership on capacity planning, performance metrics, and long-term service delivery strategy.

The ideal candidate will possess strong technical expertise, proven leadership abilities, excellent communication and problem-solving skills, and the ability to build and implement structure, lead teams through change, and balance strategic planning with hands-on execution in a growing organization.

This position will be physically onsite at our Wichita, KS location

Requirements

Key Responsibilities:

Service Delivery Leadership & Management:

• •Oversee the day-to-day operations of the Help Desk, Technical Account Managers, and Client Engineers, ensuring consistent, high-quality service delivery
• •Establish clear expectations, responsibilities, and accountability across technical service delivery teams
• •Monitor daily service operations, identify bottlenecks, and proactively address challenges impacting team performance or client satisfaction
• •Ensure technical teams effectively prioritize workloads, manage escalations, and meet established service commitments
• •Promote a culture of ownership, responsiveness, collaboration, and continuous improvement
• •Provide operational direction and support to ensure teams remain aligned with organizational priorities and client needs

2. Team Development & Accountability:

• •Provide direct leadership, coaching, and mentorship to technical team members, supporting individual development and overall team performance
• •Establish performance expectations, conduct regular one-on-one meetings, and provide ongoing feedback and accountability.
• •Identify skill gaps and coordinate training, certifications, and professional development opportunities
• •Foster a collaborative, results-driven environment where employees are empowered to solve problems and take ownership of their responsibilities
• •Address performance challenges proactively and establish clear improvement plans when necessary
• •Support employee recruitment, onboarding, and career development to build a capable and scalable technical service delivery team

3. Operational Structure & Process Improvement:

• •Identify opportunities to improve organizational structure, clarify roles and responsibilities, and establish consistent operational processes
• •Develop, document, implement, and continuously refine workflows and standard operating procedures across technical service delivery teams
• •Establish clear ownership, communication expectations, and handoff procedures between teams and departments.
• •Identify operational inefficiencies, recurring challenges, and gaps in accountability, developing and implementing practical solutions
• •Lead change management efforts to ensure new processes and organizational improvements are effectively communicated, adopted, and maintained
• •Build scalable operational processes that support company growth while maintaining service quality and efficiency

4. Technical Leadership & Escalation Management:

• •Serve as a technical escalation resource and player-coach, providing hands-on guidance during complex technical challenges, critical incidents, and difficult client situations
• •Support technical troubleshooting and problem-solving while empowering team members to develop their own technical capabilities
• •Coordinate resources and establish clear action plans for escalated issues requiring collaboration across multiple technical teams
• •Provide technical and operational guidance to ensure appropriate solutions are identified and implemented
• •Identify recurring technical challenges and collaborate with technical leadership to develop long-term solutions that reduce future service disruptions
• •Balance hands-on technical involvement with broader leadership responsibilities, ensuring the team develops the ability to operate independently

5. Cross Department Collaboration & Technology Initiatives:

• •Collaborate with Customer Success, Project Management, Sales, and Technology leadership to align service delivery operations with organizational objectives
• •Coordinate across departments to improve communication, clarify responsibilities, and ensure successful execution of client and internal initiatives
• •Lead the service delivery aspects of technology implementations, including new systems, communication platforms, AI tools, and automation solutions
• •Evaluate the operational impact of new technologies and coordinate implementation, training, and adoption across service delivery teams
• •Identify opportunities to leverage technology and automation to improve productivity, reduce repetitive tasks, and enhance the client experience
• •Partner with other departments to resolve operational challenges and ensure client commitments align with service delivery capabilities

6. Capacity Planning, Performance Metrics & Operational Strategy:

• •Collaborate with executive leadership to evaluate staffing needs, workload distribution, resource utilization, and future hiring requirements
• •Establish, monitor, and analyze key service delivery performance indicators, including response times, resolution times, ticket backlogs, client satisfaction, and team productivity
• •Identify performance trends, operational inefficiencies, and resource constraints, developing actionable recommendations for improvement
• •Provide leadership with regular reporting and visibility into service delivery performance, capacity, and operational challenges
• •Participate in organizational planning, budgeting, and resource allocation to ensure service delivery teams are positioned to support continued growth
• •Develop and execute operational initiatives that improve service quality, strengthen accountability, and support the long-term scalability of the organization

Qualifications:

• •Bachelor’s degree in information technology, Business Administration, Project Management, or a related field
• •Minimum of 7 years of experience in IT service delivery, technical operations, or managed services, including at least 3 years in a leadership or management role
• •Strong technical background with experience in IT infrastructure, networking, cloud technologies, cybersecurity, and end-user support
• •Demonstrated ability to lead, coach, and develop technical teams while establishing clear expectations and accountability
• •Proven experience developing, implementing, and improving operational processes, workflows, and organizational structure
• •Ability to troubleshoot complex technical issues, provide technical guidance, and effectively manage escalated client situations
• •Strong organizational, critical thinking, and problem-solving skills, with the ability to independently prioritize responsibilities and drive initiatives to completion
• •Excellent interpersonal and communication skills, with the ability to collaborate effectively across departments and organizational levels
• •Ability to lead teams through organizational change, manage competing priorities, and maintain effectiveness in a fast-paced, growing organization
• •Experience evaluating operational performance, identifying improvement op