Mission and Purpose
At OmegaCor, our purpose is to E mpower our clients, staff, and community to achieve excellence . A critical component of fulfilling this purpose is delivering exceptional IT services that are efficient, reliable, and client-focused . The Director of Service Delivery plays a pivotal role in ensuring that our service operations align with this mission, consistently meeting and exceeding performance expectations.
How This is Achieved
The Director of Service Delivery thrives in a culture of accountability and operational excellence culture . This role ensures seamless IT service delivery by overseeing our helpdesk, on-site support, and project teams while driving efficiency, client satisfaction, and financial performance. The Director of Service Delivery is responsible for managing service workflows, hitting key performance targets, and ensuring that all teams operate at peak efficiency.
Top Three Expected Results
SLA Performance
Ensure service level agreements (SLAs) are consistently met through proactive monitoring, process improvements, and accountability.
Customer Net Promotor Score (NPS)
Maintain high client satisfaction and Net Promoter Scores (NPS) by delivering exceptional service and addressing concerns proactively.
Service Gross Margins
- Optimize resource utilization and control costs to achieve targeted service gross margins while maintaining service quality.
- The Director of Service Delivery is a leadership position at OmegaCor . Therefore, like all leaders at OmegaCor, you will also be responsible for setting and achieving quarterly initiatives with a target of 80% completion or higher.
Overview of Responsibilities
Leadership, Management, and Accountability (LMA) :
Implement performance management processes to monitor and evaluate team members' performance, ensuring accountability across all service delivery teams.Assign and track tasks to ensure timely and successful completion in alignment with organizational objectives .Conduct weekly L10 meetings with the Service Delivery team to align on goals, review scorecard metrics, and track progress on individual and team rocks.Allocate resources effectively to optimize service delivery and maintain after-hours support.Act as the primary accountability leader for achieving service delivery outcomes, ensuring all team members contribute to organizational success.Processes :
Define, document, and maintain clear standard operating procedures (SOPs) and Core Processes for all key service delivery functions . Ensure that all team members follow processes with consistency to ensure expected outcomes are achieved .Establish structured change management processes to ensure smooth implementation of new technologies and workflows.Continuously review and refine ticket triage and resolution processes to enhance response times and minimize disruptions.Implement quality assurance measures to ensure adherence to best practices and maintain high service standards.Service Deliver y :
Oversee and ensure exceptional service delivery and client delight across the Helpdesk, NOC, and Project Delivery teams.Continuously refine workflows, processes, and procedures to maximize efficiency and minimize disruptions.Collaborate with technical teams and members to ensure service delivery goals are met.Implement proactive measures to mitigate risks, manage dependencies, and ensure service continuity across both ongoing operations and project-based work.Client Satisfaction :
Ensure key metrics, such as CSAT and customer NPS, are consistently measured through a repeatable process. Continuously monitor scores and take proactive steps to achieve survey targets.Serve as an escalation point for high-priority client issues, ensuring swift and effective resolution.Foster strong client relationships by understanding their needs and consistently delivering exceptional service.Conduct client meetings as needed to address service delivery concerns, ticket trends, and major incidents.Hitting Gross Margin Targets :
Drive gross margin targets by optimizing resource utilization and managing service delivery costs.Collaborate with finance and leadership teams to monitor profitability and adjust strategies to ensure financial goals are met.Regularly analyze financial performance data to identify opportunities for cost savings and revenue growth.Hitting SLA Targets :
Monitor and manage service level agreements (SLAs), ensuring compliance with contractual obligations.Develop and implement strategies to improve response and resolution times.Use SLA metrics to identify bottlenecks and implement process improvements to enhance performance.Operational Efficiency and Workflow Management :
Standardize and document service delivery processes across all teams to enhance efficiency and consistency.Leverage technology and tools to automate workflows and reduce manual efforts.Continuously evaluate and implement improvements to stay ahead of industry best practices.Security Compliance :
Ensure all IT service delivery processes align with regulatory, compliance, and cybersecurity best practices.Ensure the effective delivery of cybersecurity solutions and industry best practices to clients in alignment with their service agreements.Work with teams to enforce policies related to data protection, access control, and incident response.Oversee implementation and adherence to security frameworks such as NIST, CIS, or ISO 27001, where applicable.Conduct regular audits and risk assessments to proactively identify and mitigate security vulnerabilities within IT operations.Education
Bachelor's degree in IT, Business Administration, or a related field preferred.Experience
7 years of experience in IT service delivery , preferably within a Managed Service Provider (MSP) environment.Proven experience leading technical teams and improving service operations.Strong background in IT service management frameworks such as ITIL.Knowledge & Skills
Expertise in ITSM tools like ConnectWise, ServiceNow, or similar platforms.Strong problem-solving abilities with a data-driven approach to decision-making.Excellent communication and leadership skills to drive team performance and client satisfaction.Financial acumen with experience managing budgets and service profitability.Commitment to logging time in ConnectWise daily to ensure accurate reporting and resource management.Salary & Benefits
Full-time, In Office position (Millerville, MD)Competitive salary ($ 120 K - $140K per annum) with performance incentivesComprehensive benefits package including health, dental, and retirement plansProfessional development opportunities and leadership trainingWe Run on EOS
Our company operates using the Entrepreneurial Operating System (EOS), providing clarity, accountability, and structured processes for success. If you thrive in a goal-oriented environment that values continuous improvement, you'll love working with us.
Salary : $120,000 - $140,000
