1We have partnered with our client in their search for a
Responsibilities
- Lead and manage the Service Delivery, Project Services, and Support Desk teams (e.g., Tier 1–3, NOC, Field Services, Project Engineers).
Define and implement delivery strategies, processes, KPIs, and SLAs to ensure world-class service and support.
Oversee the execution and quality of onboarding, project delivery, and ongoing managed services engagements.
Establish scalable workflows using the company’s PSA (e.g., AutoTask) and other platforms (e.g., QuickBooks, RMM tools).
Act as a strategic partner to Sales and Account Management, contributing to solution design and client satisfaction.
Monitor team performance metrics and proactively address delivery bottlenecks or quality issues.
Coach and develop high-performing technical teams; drive employee engagement, retention, and growth.
Manage resource planning and hiring as the business scales.
Own client escalations, develop remediation plans, and ensure timely resolution of complex service issues.
Continuously improve delivery frameworks, project governance, and customer success processes.
Skills Required
- Bullet One
- Bullet Two
- Bullet Three
Education & Work Experience
Title Director of Delivery
Location : Onsite, Cranston, RI
Client Industry: IT Managed Services
Compensation: Hourly rate
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