Director of Service Delivery jobs in United States
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New Charter Technologies · 3 weeks ago

Director of Service Delivery

positionSSVA VA - Glen Allen
timeFull-time
remoteHybrid
seniorityDirector/Executive

New Charter Technologies is seeking a Director of Service Delivery to lead the delivery of Managed and Professional Services, ensuring client satisfaction and operational efficiency. The role involves managing teams, driving service innovation, and improving client experiences while overseeing budgets and ITIL processes.

ConsultingInformation TechnologyProfessional Services

Responsibilities

Own client experience metrics (CSAT/NPS), ensuring red account recovery within SLA
Drive SLA performance and delivery quality across tiers
Lead ITIL service operations (Incident, Request, Problem, Change, Knowledge) and chair CAB
Standardize delivery handoffs, stage-gates, and acceptance criteria
Oversee workforce planning, hiring, onboarding, and coaching
Forecast and manage service P&L, KPIs, and budget reporting
Improve documentation, QA processes, and CMDB accuracy
Partner with R&D, Security, and Marketing to launch and support new services

Qualification

IT service deliveryITIL practicesAzure automationKPI ownershipBudget managementPerformance coachingClient-facing communicationContinuous improvementService quality improvementPMO leadershipSecure-by-design familiarityTechnical degreeRelevant certificationsTeam leadershipCommunication skillsDocumentation improvement

Required

Proven experience leading IT service delivery and operations
Strong background in ITIL practices, service quality improvement, and KPI ownership
Excellent communication and team leadership skills
Bachelor's degree in a technical field or equivalent experience
Relevant certifications such as AZ-104/140/700, CCNA/CCNP, VMware VCP
Strategic decision-making ability
Strong grasp of technical concepts, especially in infrastructure, automation, and cloud environments like Azure
Financially minded, capable of managing budgets, forecasting, and driving margin improvements
Strong leadership skills, including performance coaching, structured reporting, and confident client-facing communication

Preferred

Experience in a mature MSP environment
Azure automation (ARM, PowerShell, IaC)
PMO leadership
Secure-by-design familiarity

Benefits

Flexible hybrid schedule (1 day/week or 4 days/month onsite)
Occasional travel
Lunches and coffees
Work hard play hard culture

Company

New Charter Technologies

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New Charter Technologies operates as a Managed Service Provider (MSP).
dateFounded in 2018
location
Palo Alto, California, USA
people-size1001-5000 employees
web-link
https://newchartertech.com/

Funding

Current Stage
Late Stage

Leadership Team

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Bryan Bodhaine
CFO
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Peter Melby
Chief Revenue Officer
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Recent News

CRN
New Charter Technologies CEO Peter Melby On M&A: ‘Active First Half Of The Year’ Ahead After NetSource One Deal
2026-01-16
CRN
▸ New Charter Technologies CEO Peter Melby On M&A: ‘Active First Half Of The Year’ Ahead After NetSource One Deal
2026-01-16
PR Newswire
New Charter Technologies Welcomes NetSource One to Its Growing Platform
2026-01-14
Company data provided by crunchbase