Service Director (People Leadership • Execution • Accountability) Role Summary The Service Director is accountable for the performance, development, and operational execution of a service team within the centralized support model. This role owns team outcomes (SLA, CSAT, utilization/billable efficiency, and quality), runs coaching and performance management, and ensures consistent workflow discipline, escalation handling, and continuous improvement. Core Responsibilities People leadership for a defined team (typically 6-10 engineers depending on complexity and escalation load): hiring input, onboarding quality, 1:1s, development plans, and performance management.

Own team execution:

SLA attainment, queue health, escalation throughput, and ticket quality. Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.

Capacity and workforce management:

schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.

Escalation ownership:

ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.

Drive continuous improvement:

identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.

Operate in a metric-driven cadence:

weekly performance reviews, monthly calibration, quarterly planning for training/standards. Partner cross-functionally with TAM/vCIO, Projects, and Security functions to ensure clean handoffs and client outcomes.

Team Outcome Targets SLA compliance:

≥ 90% (rolling 90-day).

CSAT:

≥ 97% positive (rolling 90-day).

Billable efficiency:

≥ 85% billable efficiency (rolling 90-day, = 32 hours/week).

QA program:

implement and maintain a scored QA rubric; improve team QA trend over time. Client Interaction Scope Engage clients as needed for escalations, service-impacting issues, and confidence restoration. Ensure clients receive timely, plain-language updates during incidents. Skills & Experience Experience leading technical teams in an MSP or enterprise IT environment. Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).

Technical credibility:

able to assess escalations, coach engineers, and evaluate troubleshooting rigor. Ability to deliver candid coaching and performance management with clarity and fairness. Comfort owning process/tooling improvements and coordinating across teams.

IMPACT Expectations Integrity :

lead fairly; address issues directly; maintain transparency and consistency.

Mindset :

focus on continuous improvement of team performance, tools, and execution maturity.

Passion :

maintain urgency around service quality; advocate for team success and client outcomes.

Accountability :

own team results; set clear expectations; hold the line on standards.

Client-Centric :

protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs.

Teamwork :

build trust, psychological safety, and cross-team collaboration.