IT Director of Service Delivery

Job Title: Director of Service Delivery

Reports To: General Manager

Location: Hybrid (On-site Remote)

Employee Type: Full-Time Leadership

About Us

At Vital IT Network Systems (VINS) we are a proactive IT partner committed to delivering IT services

that allow our clients to thrive and focus on what they do best. We are vigilant innovative and

nurturing and were looking for someone who reflects those qualities to help us grow.

Company Core Values for Individuals:

1) Client Obsessed: We always focus on what the client needs to prioritize efforts to satisfy

the needs of our customers.

2) Owning the Outcome: We dont make excuses. We own mistakes and work to make it

right.

3) Continuous Improvement: We are always looking to improve our processes workflows

and capabilities.

4) Team Collaboration: We work together as a unit to complete goals.

5) Lead with Transparency: We are transparent with customers to educate and teach

customers.

Position Summary:

The VP of Service Delivery is a senior leadership position responsible for overseeing VINS Helpdesk

Security Operations Center (SOC) Innovation and Network Engineering teams. This individual

ensures the organization delivers world-class managed services while driving operational

excellence security maturity and technical innovation.

The Director provides strategic leadership across support security infrastructure and R&D

functions aligning technical execution with business goals and client success.

Key Responsibilities:

Strategic Leadership

Serve as a member of the leadership team contributing to strategic planning budgeting

and company-wide initiatives.

Develop and execute a unified operational vision encompassing Helpdesk SOC Network

Engineering and Innovation.

Define and track departmental KPIs aligned with EOS/Traction metrics and company

scorecards.

Drive accountability clarity and collaboration across technical departments.

Mentor and develop team leads fostering growth performance and alignment with

company culture and values.

Helpdesk Operations

Oversee day-to-day service delivery ensuring SLA compliance ticket resolution quality and

client satisfaction.

Standardize escalation workflows knowledge management and documentation

processes.

Implement automation and AI tools to optimize ticket flow and reduce technician overhead.

Drive proactive support through trend analysis alerting improvements and endpoint

management strategies.

Security Operations Center (SOC)

Lead the SOC team responsible for monitoring detection and response to security incidents.

Maintain and evolve the MSPs cybersecurity stack (e.g. Pillr Sophos XDR IRIS Atera).

Oversee incident response playbooks tabletop testing and compliance alignment (NIST

CIS).

Partner with clients and internal leadership on risk assessments threat intelligence and

post-incident reporting.

Continuously assess emerging threats and develop countermeasures within the managed

environments.

Network Engineering

Guide the network team in designing deploying and maintaining robust secure network

infrastructures for both internal and client environments.

Oversee firewall VPN VLAN and routing architecture (FortiGate SonicWall UniFi Meraki

etc.).

Ensure documentation and topology standards (NetBox) are current and enforceable.

Implement scalable frameworks for configuration management monitoring and uptime

performance.

Innovation & R&D

Lead the Innovation team in researching and piloting new technologies to enhance service

delivery and automation.

Oversee development of internal tools (e.g. PowerShell/Python automations dashboards

custom web apps).

Collaborate with sales and service leadership to productize new technology offerings and

integrations.

Build proof-of-concepts that bridge IT and security ecosystems across client portfolios.

vCIO & Client Engagement

Act as vCIO for key accounts translating business goals into technology roadmaps.

Conduct quarterly business reviews (QBRs) and strategic technology planning sessions.

Identify opportunities for modernization automation and risk reduction for client

environments.

Provide executive-level communication to clients on technology direction cybersecurity

posture and ROI.

Operational Excellence

Oversee the development and implementation of SOPs across all technical domains.

Ensure operational readiness for high-availability and disaster recovery scenarios.

Oversee vendor relationships and procurement related to software hardware and MSP

tooling.

Maintain clear communication between leadership and technical staff on priorities

progress and obstacles.

Qualifications:

Experience: 10 years in IT leadership MSP management or enterprise operations

(including cybersecurity network and service delivery).

Education: Bachelors degree in Computer Science Information Systems Cybersecurity or

equivalent experience.

Certifications: CISSP CISM CCNP Fortinet NSE CompTIA Security or ITIL.

Skills:

o Strong understanding of ITSM frameworks and SOC operations.

o Expertise in network design virtualization and endpoint security.

o Proven leadership in multi-department teams within an MSP or MSSP environment.

o Exceptional communication planning and cross-functional coordination abilities.

o Familiarity with tools such as Atera Sophos XDR IRIS NetBox Proxmox/VMware Microsoft 365 Linux CLI PowerShell Python and Power Automate.

o Customer service mindset with strong communication skills.

o Ability to handle sensitive information with discretion.

Required Experience:

Director