Job Description

Job Description

We are seeking a Director of Service Delivery who is ready to lead, not just manage. In this role, you’ll oversee engineering, technicians, and escalation teams, ensuring seamless service delivery, operational excellence, and a culture of teamwork. This is a strategic leadership position where you will set the direction, inspire the team, and drive results—all while positioning both the company and its people for future growth and ensuring exceptional client satisfaction. Providing outstanding client service is our top priority.

Key Responsibilities:

• Lead and oversee teams through overseeing engineers, project engineers, technicians, and escalation engineers, ensuring they are supported, motivated, and aligned with company goals.
• Strategically set objectives, establish best practices, and drive continuous improvement in service delivery.
• Enhance client relationships through proactively engaging with clients, managing escalations, and ensuring satisfaction with our services.
• Drive operational excellence by implementing and maintaining consistent service delivery standards across teams, ensuring high client satisfaction and adherence to performance metrics.
• Build a cohesive team environment of collaboration and strengthen cross-team support.
• Develop strategies for growth, scalability, and leadership development for the service team.

Qualifications & Skills:

• Strong problem solving and critical thinking; capable of spotting inefficiencies and implementing solutions that streamline operations and improve client experiences.
• Visionary thinking with the ability to identify patterns, implement process improvements and drive strategic growth initiatives.
• A collaborative leadership approach that is founded on supporting, mentoring and developing teams to foster a strong culture of accountability and excellence.
• A client-centric mindset with the ability to manage customer escalations, build strong relationships, and ensure high client satisfaction.
• Operational expertise with a strong background in service delivery management, performance tracking, and efficiency improvements.
• Fluent not just in IT terminology, but creating solutions to IT problems typically found in small to mid-size business environments, and is able to effectively communicate technical concepts.
• Possess a strong working knowledge and experience with IT systems and infrastructure (networking, hardware, software, servers, email systems, back-up systems, etc.).

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