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.).