What are the responsibilities and job description for the IT Director - Service Delivery position at Global Accounting Network?
The IT Service Delivery Director will oversee all aspects of service delivery operations, ensuring the highest levels of client satisfaction and operational efficiency. This role requires strategic leadership, strong technical expertise, and a proven ability to manage client relationships in a fast-paced MSP environment.
This position reports directly to the COO and will have managers, project leads, and dispatch personnel reporting into them.
Key Responsibilities
- Lead and manage the service delivery team, including engineers, technicians, and service managers.
- Ensure all IT services are delivered efficiently, meeting or exceeding SLA commitments.
- Develop and implement service delivery strategies aligned with business goals.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and client satisfaction.
- Act as a senior escalation point for complex client issues and ensure timely resolution.
- Collaborate with sales, account management, and technical teams to support business growth.
- Manage service delivery budgets, resource allocation, and operational metrics.
- Implement and maintain ITIL-based processes and best practices.
- Foster a culture of accountability, professional development, and client-focused excellence.
Required Skills and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
- 8 years of experience in IT service delivery, preferably within an MSP environment.
- Proven leadership experience managing technical teams and large-scale IT projects.
- Strong understanding of ITIL frameworks, SLA management, and MSP operations.
- Excellent client relationship and communication skills.
- Ability to work in a dynamic, fast-paced environment and manage multiple priorities.
- Experience with cloud technologies, cybersecurity, and enterprise IT systems is a plus.
Pay: $110,000.00 - $140,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Application Question(s):
- How many years of experience do you have working for a Managed Service Provider (MSP)?
Experience:
- Management: 4 years (Required)
Work Location: Hybrid remote in Syosset, NY 11791
Salary : $110,000 - $140,000