Director of Service Delivery

The Director of Service Delivery leads In-Telecom's service delivery, the managers and teams responsible for Managed Services, Voice, and Physical Security & Access Control, and owns its performance, profitability, and continuous improvement. This role unifies three technical disciplines into one accountable service organization with consistent processes, clear ownership, and measurable results. The Director owns departmental scorecards, service-level performance, workforce capacity, and financial outcomes across all three functions, with a clear expectation to identify risk before it becomes client escalation. This is a highly visible, hands-on leadership role: the ideal candidate develops managers, aligns teams across disciplines, and builds the structure needed to support the company's continued growth, stepping in directly when conditions require it. ### Key Responsibilities **Leadership & Organizational Accountability** - Direct service delivery across Managed Services, Voice, and Physical Security & Access Control; lead, coach, and hold accountable the managers of each department. - Set clear expectations, decision rights, and accountability across the service organization; build leadership depth and succession plans. - Align service departments with engineering, projects, client success, sales, and finance, and lead the organization through growth and change. - Operate as a player-coach — strategic by default, hands-on when operational conditions require it. **Service Delivery & Operational Performance** - Own the service delivery strategy and operating model; ensure requests, incidents, escalations, onsite work, and technical commitments meet documented processes and client expectations. - Monitor SLAs, response and resolution times, backlog, and utilization; maintain real-time departmental scorecards and use the data to surface trends, gaps, and capacity constraints before they escalate. - Drive consistent ticket ownership, prioritization, escalation, and quality control across managers, and enforce adoption of company procedures and documentation standards. - Ensure systemic issues get root-cause analysis and corrective action, and that high-impact client issues receive appropriate leadership visibility. **Financial & Business Management** - Monitor profitability, labor utilization, overtime, staffing levels, and service margins; align resources to client demand and contractual obligations. - Partner with executive leadership and finance on annual budgets, forecasts, staffing plans, and targets; evaluate investments and process changes against business impact and ROI. - Identify opportunities to control costs, improve margins, and capture billable and out-of-scope revenue. - Own departmental financial performance for all assigned service functions. **Client Experience & Escalation Management** - Serve as the senior escalation point for significant service, operational, or client-impacting issues, ensuring clear ownership, documented action plans, and timely executive visibility. - Partner with Client Success on recurring issues, sentiment, and retention risk, and support client and executive-level conversations when needed. - Ensure commitments made to clients are realistic, documented, and fulfilled, and use client feedback and service data to drive measurable improvement. **Process & Continuous Improvement** - Develop and enforce standard operating procedures and workflows so service delivery is documented, repeatable, and scalable. - Drive maturity of service delivery standards across root cause analysis, change management, escalation practices, documentation, and quality control to reduce repeat issues and improve operational consistency across all service teams. - Partner with technical leadership to improve standardization, tooling, and service offerings; identify opportunities to automate routine work and improve reporting. - Lead continuous improvement initiatives from service data, employee and client feedb…