Director of Service Delivery - Macro Connect

Director of Service Delivery 

Department: Service Delivery  
Reports to: CEO 
Salary: $80,000-$90,000

Does this sound like you? 

• Do you love to solve complex problems across teams, processes, and systems? 
• Does your background include service delivery, project management, and building high performing teams?   
• Are you able to work equally well through others and in the trenches day-to-day to solve problems?  
• Are you driver see results and hold people accountable, while also being a compassionate, authentic leader?

If this sounds like you, this job may be right for you! 

What does this job entail? 
 
The Director of Service Delivery sets the strategic direction, planning, and execution of the company's service delivery operations. This means being responsible for aligning our company's services strategy with the overall business strategy. As a part of this management, you will also be responsible for assisting the technical team and ensuring service and support is provided to clients at agreed upon service levels. This includes working with department-level leaders to develop and refine our company best practices related to service delivery satisfaction, efficiency, and profitability.   

This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.   

What else is important for you to know?  

• We are an MSP (Managed Service Provider) offering IT services to schools, cities, and businesses. We have about 30 employees and are located in Detroit. Having previous experience working at an MSP is STRONGLY preferred.
• If you've ONLY worked for large companies, our environment will not be a good fit.  
• Please make sure you are comfortable with the stated salary range for this position. 
• We run our business using EOS, an operating system. Experience with EOS is a plus.
• We have a hybrid work environment. The expectation for this position is to work in our Detroit office M/W/F and any day of the week where an onsite presence is needed at our office or our client sites. 
   

What are the position responsibilities? 

• Oversee the service delivery team's activities, metrics, and results 
• Drive investigations and resolutions across teams to solve service delivery issues 
• Ensure quality of services are performed to the agreed Service Level Agreement (SLA), owning our client satisfaction scores 
• Own the responsibility for how our team handles client ticket escalations 
• Interface with appropriate management and technical personnel for client problems that cannot be resolved effectively  
• Provide accurate reports and metrics to company leadership on the status of: 
  • On-going projects, project billing milestones, and service level agreements from the ProServices Team 
  • The health of our Help Desk with reports such as ticket status, non-productive dispatch, CSAT scores, and SLA metrics 
• Provide leadership, management, and accountability to a total of 5 direct reports
• Manage, coach, and mentor the Service Manager (Overseeing the Help Desk) and Project Coordinator (Overseeing the ProServices team) 
• Play a lead role in the development of technical support engineers from a career perspective  
• Ensure that systems, processes & methodologies are followed according to company guidelines 
• Review and maintain process documentation for the service delivery team  
• Identify positive trends and support them; identify negative trends and mitigate them  
• Build relationships with clients and participate in necessary client meetings 

What knowledge, skills, and abilities do you have? 

• Experience managing a budget; demonstrated fluency with P&L statements and balance sheets  
• Experience managing direct reports to achieve industry best-in-class metrics for service delivery satisfaction, productivity, and efficiency  
• Knowledge and experience in cross-functional management methods and techniques  
• Knowledge of IT applications, processes, software, and equipment  
• Strong organizational, presentation, and client service skills  
• Skill in strategic planning with an ability to think ahead & plan over a 6–12-month period 
• Skill in planning and preparing written communications  
• Skill in leading people and getting results with a strong client orientation  
• Ability to multi-task and adapt to changes quickly  
• Ability to work in a team and communicate effectively  
• Service awareness of all key IT services for which support is being provided  
• Understanding of support tools, techniques, and how technology is used to provide IT services  
• Willing to work occasionally and/or be on call overtime, holidays, and weekends  
  

What credentials and experience do you have? 

• Proven experience in a senior management role preferably within the MSP industry and with at least 2-7 years of experience   
• Excellent leadership and team management abilities, with a proven record of hiring and managing high performing cross-functional teams   
• Knowledge of emerging technologies and industry trends, with the ability to adapt and implement new strategies   
• A bachelor's degree in computer science or a related field, or business administration, or supply chain management, or equivalent experience; relevant certifications such as PMP, ITIL, or industry-specific credentials are a plus  
   

What are your key competencies? 

• Planning and organizing skills 
• Strong communication skills, both written and verbal 
• General comfort with software 
• Strategic and tactical 
• Ownership mentality 
• Flexibility 
• Teamwork and collaboration skills 

 
What are Macro Connect's Benefits? 

• Health, Dental, Vision, Short-Term Disability & Life Insurance 
• 401K with a company match of up to 3.5% 
• Vacation/Sick Days, Personal Days, and Holidays 
• Hybrid work environment 
• Mileage Reimbursement 
• Mental health resources 
• Professional Development Support and Funding 
• Coffee and bagels 
• Beautiful, modern, dog-friendly work-space 
• Company-wide performance-based year-end bonus 
• Profit sharing based on company performance 
  

Who is Macro Connect? 

Macro Connect is a small but growing Managed Service Provider team working out of a historic library in Detroit. We are focused on helping schools, nonprofits and businesses achieve breakthrough performance by leveraging data and technology. 
 
We value diversity - in thought and in personal and professional background - and are committed first and foremost to finding the right people then providing them with coffee, an office full of dogs, and a training pathway to reach their potential. 

When we asked our team what 3 words sum up the company culture, the most repeated answers were: transparent, community-minded, and supportive. We use open-book management to share our financial information with all of our employees. We like and care about our co-workers and will drop everything to help someone in need. We care deeply about Metro Detroit and believe we can play a part in the bright future ahead. If we are working against a deadline, we do whatever it takes to meet it. If we face a difficult challenge, we work together to overcome it. If we make a promise, we see it through. 

Our clients have high expectations and we expect our employees to take that in stride, keep a smile on their face, and produce great results. Details matter to us and we pride ourselves on getting things right the first time. We love turning technical jargon and complex data into practical solutions that improve outcomes for our clients.