Position Title: Director of Services
Department: Services
Location: Columbus, OH/Hybrid
Regular Hours: 40
Employment Type: Full-Time
Employee Status: Exempt
PTO Accrual: S2
Supervisory Position: Yes
Reports To: Vice President

Description

The Director of Services is responsible for the overall health, performance, and scalability of the company's service delivery organization. This role provides strategic leadership across service desk, field services, professional services, and client delivery functions while ensuring consistent execution, high service quality, and strong client retention.

The Director of Services is accountable for service delivery outcomes, team sustainability, client experience, and operational maturity, while partnering closely with executive leadership to support company growth, margin protection, and long-term scalability.

Responsibilities

Service Delivery Strategy and Leadership

• Own the overall performance, stability, and predictability of service delivery across all service teams.
• Establish and maintain service delivery standards, processes, and escalation frameworks.
• Ensure service level objectives (SLOs) are met consistently and improve quarter over quarter.
• Identify and eliminate chronic service delivery issues through root-cause analysis and process improvement.
• Balance operational efficiency with service quality to support profitable growth.

Client Experience and Retention

• Ensure a consistently high client experience across all service touchpoints.
• Proactively identify at-risk clients and lead corrective actions before escalation or churn occurs.
• Serve as an escalation point for complex or high-impact service issues.
• Partner with Client Success, vCIO, and Sales leadership to align service delivery with client expectations.
• Support QBRs and strategic client conversations as needed.

Team Leadership and Scalability

• Lead, coach, and develop Service Managers, Team Leads, and senior technical resources.
• Build a scalable service organization with appropriate staffing levels, coverage depth, and documentation.
• Reduce single-point-of-failure risks through cross-training, standardization, and knowledge sharing.
• Foster a culture of accountability, continuous improvement, and professional development.
• Oversee hiring, onboarding, performance management, and succession planning within the services organization.

Operational Excellence and Metrics

• Define, monitor, and report on service delivery KPIs and trends.
• Use data to drive decisions related to staffing, tooling, process improvement, and service design.
• Ensure consistent use and optimization of PSA, RMM, documentation, and service management tools.
• Partner with finance to support service margin discipline and cost control.

Strategic and Cross-Functional Collaboration

• Partner with executive leadership on operational planning, budgeting, and growth initiatives.
• Support acquisitions, integrations, and new service offerings from a service delivery perspective.
• Collaborate with Sales and Marketing to ensure service capabilities align with sales commitments.
• Participate in leadership meetings, strategic planning, and company initiatives.
• Maintain active participation in company-funded, role-appropriate peer groups and industry forums.
• Other duties and responsibilities as assigned.

Requirements

• Bachelor's degree in information technology, business, or a related field (or equivalent experience).
• 7+ years of progressive experience in IT service delivery or managed services.
• Prior leadership experience managing service teams or service managers.
• Strong understanding of MSP service models, SLAs, service desk operations, and professional services delivery.
• Demonstrated ability to scale teams, processes, and service delivery in a growing organization.
• Strong analytical, organizational, and leadership skills.
• Legal authorization to work in the United States.
• Valid driver's license with an acceptable driving record.
• Employment is contingent upon successful completion of a background check

Benefits

• 100% paid employee health insurance premium
• Low-cost dental and vision plans
• 100% paid AD&D, STD, and LTD premiums
• 401k with 4% company match (fully vested on eligibility after 90 days)
• Monthly mobile phone allowance
• Continuing education and professional development funds
• 20 days PTO annually (accrued) and Flex Time
• 6 Paid holidays

Work Conditions

• Hybrid role requiring regular office presence.
• Occasional travel required (must have reliable and suitable transportation).
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer equipment, and similar tools.
• This role involves occasional lifting (up to 50 pounds).