IT Director of Service Delivery

IT Director of Service Delivery

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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 we’re looking for someone who reflects those qualities to help us grow.

• Client Obsessed:
  We always focus on what the client needs to prioritize efforts to satisfy the needs of our customers.
• Owning the Outcome:
  We don’t make excuses. We own mistakes and work to make it right.
• Continuous Improvement:
  We are always looking to improve our processes, workflows, and capabilities.
• Team
  
  Collaboration:
  
  We work together as a unit to complete goals.
• Lead with Transparency:
  We are transparent with customers to educate and teach customers.

Job Title:

Director of Service Delivery

Reports To:

General Manager

Location:

Hybrid (On-site + Remote)
Employee Type:
Full-Time, Leadership

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.

• 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.

• 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.

• Lead the SOC team responsible for monitoring, detection, and response to security incidents.
• Maintain and evolve the MSP’s 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.

• 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 (Forti Gate, Sonic Wall, Uni Fi, Meraki, etc.).
• Ensure documentation and topology standards (Net Box) are current and enforceable.
• Implement scalable frameworks for configuration management, monitoring, and uptime performance.

• Lead the Innovation team in researching and piloting new technologies to enhance service delivery and automation.
• Oversee development of internal tools (e.g., Power Shell/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.

• 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…