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Vitality Living · 13 hours ago

IT Director of Service Delivery

Brentwood, Tennessee, United States

Full-time

Hybrid

Director/Executive

10+ years exp

Vitality Living is a proactive IT partner committed to delivering IT services that allow clients to thrive. The IT Director of Service Delivery is responsible for overseeing Helpdesk, Security Operations Center, Innovation, and Network Engineering teams, ensuring the delivery of world-class managed services while driving operational excellence and technical innovation.

Health Care

Responsibilities

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 (FortiGate, SonicWall, UniFi, Meraki, etc.)

Ensure documentation and topology standards (NetBox) 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., PowerShell/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 risk reduction for client environments

Provide executive-level communication to clients on technology direction, cybersecurity posture, and ROI

Oversee the development and implementation of SOPs across all technical domains

Ensure operational readiness for high-availability and disaster recovery scenarios

Oversee vendor relationships and procurement related to software, hardware, and MSP tooling

Maintain clear communication between leadership and technical staff on priorities, progress, and obstacles

Qualification

IT leadershipCybersecurityNetwork designService deliveryCISSPCISMCCNPFortinet NSECompTIA Security+ITILITSM frameworksSOC operationsVirtualizationEndpoint securityPlanning abilitiesCustomer service mindsetDiscretionAteraSophos XDRIRISNetBoxProxmox/VMwareMicrosoft 365LinuxCLIPowerShellPythonPower AutomateCommunication skillsCross-functional coordination