Aegis Solutions · 1 day ago
Service Delivery Director
Walpole, MA
Full-time
Hybrid
Director/Executive
8+ years expAegis Solutions is a full-service IT hardware partner specializing in IT asset lifecycle management and data center services. They are seeking a Service Delivery Director to lead service execution across various operational areas, ensuring high-quality delivery and customer satisfaction while supporting the company's growth.
IT Services and IT Consulting
Responsibilities
Own service delivery across TPM contracts, spares logistics, and lifecycle services
Ensure consistent, high-quality execution aligned to SLAs, contractual obligations, and customer expectations
Act as senior escalation point for service issues, outages, and customer concerns
Build scalable delivery models that support growth without sacrificing service quality
Lead structured client onboarding from contract close through steady-state operations
Define and manage onboarding playbooks, timelines, roles, and success criteria
Ensure smooth client offboarding , including asset recovery, spares disposition, contract closeout, and documentation
Partner with Sales to ensure clean handoffs and expectation alignment
Oversee TPM service delivery including coverage setup, parts availability, response times, and vendor coordination
Manage spares strategy including inventory planning, logistics, depot management, and vendor relationships
Ensure accurate tracking of parts usage, failure rates, and service performance
Drive cost efficiency while maintaining uptime and service reliability
Define and track KPIs including SLA attainment, MTTR, customer satisfaction, onboarding cycle time, and service margin
Implement standardized processes, tools, and reporting across service delivery functions
Identify operational risks and proactively implement mitigation plans
Lead continuous improvement initiatives to enhance efficiency, scalability, and customer experience
Partner closely with Sales, Channel, Finance, and Operations to align delivery with revenue and margin goals
Support pre-sales efforts by validating service scope, feasibility, and delivery assumptions
Provide operational insights to inform pricing, contract structure, and service design
Coordinate with ITAD and buyback teams to ensure lifecycle continuity
Qualification
Required
8+ years of experience in service delivery, operations, or customer success within IT services or infrastructure
Proven experience managing TPM, spares logistics, or data center services
Strong background in client onboarding, service transitions, and SLA-based delivery models
Demonstrated ability to lead teams, manage vendors, and resolve complex operational issues
Excellent communication and executive-level customer engagement skills
Preferred
Experience supporting enterprise or mid-market customers in infrastructure-heavy environments
Familiarity with ITAD, asset lifecycle services, or secondary hardware markets
Experience scaling service operations in a high-growth or boutique services environment
Strong analytical skills with experience building service dashboards and operational reporting
Benefits
Competitive base salary with performance-based incentives tied to: SLA and service performance metrics, Client satisfaction and retention, Onboarding efficiency and execution quality, Operational cost control and margin performance
Company
Aegis Solutions
Aegis Solutions was started with the goal of providing a single source for Enterprise clients when it comes to complete IT Asset Lifecycle Management.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Steven Lombardini
Chief Executive Officer
Company data provided by crunchbase