IT Service Delivery Director (Managed Services)

The IT Service Delivery Directoris responsible forthe overall performance reliability and scalability ofMeriplexsManaged Services delivery to the VP Managed Services this role owns the execution and continuous improvement of IT service delivery across client environments ensuring services are delivered consistently efficiently and in alignment with service level agreements (SLAs) KPIs and contractual commitments.

This role requires a strong operational IT leader with deep managed services experience who can drive service delivery maturity operational discipline and technical accountability while supporting a high-growth multi-client environment.

Key Responsibilities

IT Service Delivery Leadership

• Own end-to-end delivery of managed IT services across Service Deskteams ensuring consistent achievement of SLAs KPIs and client performance expectations.

• Drive operational excellence acrossincidentproblem change and service request management processes.

• Establish and enforce operational standards that ensure service consistency uptime and predictable client outcomes across a national delivery model.

• Monitor service performance metrics and operational data to proactively identify risks recurring issues and service gaps.

• Lead initiatives that improve service reliability reduce escalations and increase first-call resolution and operational efficiency.

Operational Maturity & Continuous Improvement

• Advance IT Service Management (ITSM) maturity through process standardization automation and tooling optimization.

• Identifyand execute improvements that increase scalability reduce operational friction and enhance service quality.

• Partner withâcross-functional departments promoting collaboration and effective communication practices.

• Drive accountability for root cause analysis and long-term resolution of recurring technical or service issues.

Leadership & Team Development

• Lead and develop Service Desk leadership teams building a culture focused on accountability ownership and technical excellence.

• Establish performance expectations tied directly to service delivery outcomes and client satisfaction.

• Support workforce planning and organizational scaling to meet business growth and client demand.

• Coach leaders to effectively manage performanceescalationhandling and operational execution.

Client & Business Alignment

• Serve as a senior escalation point for high-impact service and technical issues affecting key clients.

• Partner with Account Management and Client Success teams to ensure service delivery aligns with contractual commitments and business expectations.

• Participate in executive-level service reviews and operational discussions with key clients as needed.

Financial & Operational Management

• Manage departmental budgets and operational expenses whilemaintainingservice quality and delivery standards.

• Identifyopportunities to improve margin through operational efficiencies and service optimization.

• Deliver operational reporting and performance insights to senior leadership.

Qualifications

• Proven leadership experience within a Managed Services Provider (MSP) or large-scale IT service delivery environment.

• Strong understanding of ITSM frameworks and operational best practices within SLA-driven environments.

• Demonstrated ability to lead large technical teams and drive measurable service improvements.

• Strong analytical and data-driven decision-making skills.

• Excellent communication and stakeholder management capabilities.

• Experience leading change operational transformation and process improvement initiatives.

Experience & Education

• Bachelors degree in Information Technology Business ora relatedfield.

• 5 years of leadership experience managing Managed Services teams supporting multiple client environments.

• Experience managing teams of 20 IT support professionals.

• Strong working knowledge of ITILframeworks and service delivery methodologies.

• Experienceoperatingin high-growth or multi-site service environments preferred.

• Ability to work onsite from the Meriplex office in Indianapolis IN or Wayne PA.

Required Experience:

Director