MSP Service Delivery Director

Other U.S. locations may be considered. US Citizenship is required. Selected candidates must successfully clear a comprehensive criminal and financial background investigation to determine final eligibility for this role.

Tek Stream Solutions is seeking an MSP Service Delivery Director focused on AWS as the key area of technology with close ties to leading Security and Observability platforms. As the MSP Service Delivery Director, you will own the service experience for a portfolio of customers, strategy and direction for the MSP practice and add value to key functions that enable the delivery of a high quality of service.

This role requires being technically adept with AWS services and having the ability to impart strategy of what we offer as part of the MSP service.

Candidates will be experienced in managing customer engagements and client escalations in both virtual and face-to-face environments, develop and nurture strategic relationships with various stakeholders to ensure smooth operations and continuous improvement across the organization, and collaborate with leadership to identify and implement service enhancements and operational efficiencies.

• Consult on best practices to foster self-sufficiency and expansion among MSP customers by facilitating reviews of go-to-market strategies, adopting the MSP Operating Model, and developing internal knowledge champions.
• Collaborate with MSP Sales and Delivery management to develop multi-level relationships, both internally and across customer organizations, acting as a trusted advisor to executives and key stakeholders. This could include expansion and alignment with our Managed Security and Observability solutions.
• Develop and implement support processes, training plans, and team structure to support customer needs, ensuring best quality support for our customers.
• Lead integration programs between Tekstream Solutions & AWS along with different teams to deliver a seamless experience.
• Ensure MSP customers are continuously working toward key milestones using customer-facing success plans.
• Identifies success criteria and ensures that it is met by involving the stakeholders in key decisions and linking project outcomes to strategic business initiatives.
• Check in with all team members periodically (monthly, quarterly) individually to assess their job satisfaction, workload, team dynamic, etc.
• Leads teams to consistently meet project success factors and exceed customer expectations.

• 5 years of experience in service delivery management, with a focus on AWS.
• 5 years of experience in technical support services and cloud-based solutions.
• Strong technical knowledge and ability to articulate technically with C-Suite individuals.
• Strong self-starter, comfortable with ambiguity, able to manage time and prioritize competing demands.
• Analytical mindset with the ability to translate analysis into actionable business strategies.
• Able to facilitate and steer meetings to achieve the stated objective/decision.