Director of Service Delivery

We are a small Managed Services Provider (MSP) and certified Microsoft Partner, focused on delivering best-in-class solutions built on Microsoft technologies. We're seeking a Director of Service Delivery to lead the delivery, performance, and continuous improvement of managed Microsoft cloud services. This role is perfect for a seasoned leader with a strong grasp of Azure cloud infrastructure, M365, and enterprise endpoint solutions. The ideal candidate must be based in New York and a U.S. citizen, as some client engagements may involve sensitive information or require on-site presence.

Key Responsibilities:

• Own end-to-end service delivery for Microsoft Azure, Office 365, Active Directory, and Endpoint AI-based services.
• Lead internal and client-facing teams to ensure seamless delivery and support of Microsoft cloud solutions.
• Act as the point of escalation for service issues and outages, ensuring rapid resolution and root cause analysis.
• Design and implement service delivery frameworks, including SLAs, OLAs, KPIs, and health metrics.
• Oversee incident, change, and problem management practices in alignment with ITIL standards.
• Provide strategic guidance on cloud migrations, cost optimization, and security posture across Microsoft environments.
• Lead onboarding and service transition of new clients into our Azure-based managed environments.
• Develop executive-level dashboards and reports to provide visibility into operational health and service performance.
• Drive continuous improvement initiatives across service delivery, automation, and client experience.

Required Qualifications:

• Minimum 10 years of experience in IT service delivery, with 5+ years leading Microsoft cloud environments.
• Strong knowledge of Azure infrastructure, Active Directory (on-prem & Azure AD), and Microsoft 365 administration.
• Familiarity with Microsoft Endpoint Manager, Defender for Endpoint, and AI-driven security tools.
• Proven leadership in cross-functional teams including support, engineering, and customer success.
• Proficiency in ITIL service management practices.
• Excellent communication and stakeholder management skills.
• Based in New York, or open to commuting as needed.
• U.S. Citizenship required.

Nice to Have:

• Microsoft certifications such as AZ-104, AZ-305, MS-700, or SC-200.
• Experience with tools like ServiceNow, Jira, or similar for ITSM and ticketing.
• Familiarity with scripting and automation tools (PowerShell preferred).
• Understanding of compliance frameworks relevant to cloud deployments (e.g., HIPAA, NIST, CIS).