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Magna5 · 10 hours ago

Senior Director of Service Delivery

Greater Boston

Full-time

Hybrid

Director/Executive

7+ years exp

Magna5 is a rapidly growing IT Managed Service Provider delivering advanced services such as cybersecurity and cloud hosting. They are seeking a Senior Director of Service Delivery to lead managed IT service delivery in the Northeast region, ensuring superior service quality and strong client relationships.

InfrastructureNetwork SecurityUnified Communications

Responsibilities

Ability to work under and adhere to stringent deadlines

Leadership guides individuals and groups towards desired outcomes. Setting high performance standards and delivering quality services

7+ years in the IT industry

Minimum 2–4 years of management experience that includes supervisory responsibilities of 2–4 direct reports

Experience working for a Managed Service Provider

Must have exposure to multiple areas of IT including: development; infrastructure and operational support in medium to enterprise environments

Has demonstrated success in leveraging technology to match business objectives

Experienced in understanding\delivering business requirements and the delivery of technology solutions to meet business objectives

Ability to establish effective working relationships with executives and key business partners

Demonstrated strategic thinking abilities and an enterprise-wide perspective

High level of emotional intelligence, strong communication and interpersonal skills, outstanding collaboration, strong influencing and consensus building

Ability to interpret and converse technology models to non-technical audiences

Define set of critical applications, service levels, and capacity requirements

Access and monitor operational performance

Communicate high-priority incident escalations, change summaries, and focused service reviews

Connect people, processes and technology for Magna5

Collaborate with other leaders within the organization to establish, communicate, and implement strategic capabilities

Help set the IT Operations strategy

Oversee daily IT operations and managed service delivery for regional customers, ensuring adherence to SLAs and service quality standards

Serve as the primary escalation point for technical and service issues, driving swift and effective resolutions

Develop, mentor, and support regional engineering teams to maintain consistent service excellence

Collaborate with internal leadership and cross-functional teams to optimize processes and support organizational goals

Lead customer meetings and QBRs, providing clear, confident, and value-driven presentations

Partner closely with the sales and account management teams to identify opportunities for growth, improvements, and technology alignment

Ensure compliance with all company policies, procedures, and cybersecurity best practices

Maintain a visible presence at customer sites as needed to strengthen relationships and ensure alignment with business objectives

Qualification

Managed IT servicesIT operations managementClient relationship managementTechnical leadershipCloud environmentsCybersecurity principlesStrategic thinkingIncident managementCommunication skillsPresentation skills

Required

7+ years in the IT industry

Minimum 2–4 years of management experience that includes supervisory responsibilities of 2–4 direct reports

Experience working for a Managed Service Provider

Must have exposure to multiple areas of IT including: development; infrastructure and operational support in medium to enterprise environments

Has demonstrated success in leveraging technology to match business objectives

Experienced in understanding/delivering business requirements and the delivery of technology solutions to meet business objectives