Job Description
Job Description
Job Title: Director of Service Delivery
Reports To: General Manager
Location: Hybrid (On-site + Remote)
Employee Type: Full-Time, Leadership
About Us
At Vital IT Network Systems (VINS), we are a proactive IT partner committed to delivering IT services
that allow our clients to thrive and focus on what they do best. We are vigilant, innovative, and
nurturing – and we’re looking for someone who reflects those qualities to help us grow.
Company Core Values for Individuals:
1) Client Obsessed: We always focus on what the client needs to prioritize efforts to satisfy
the needs of our customers.
2) Owning the Outcome: We don’t make excuses. We own mistakes and work to make it
right.
3) Continuous Improvement: We are always looking to improve our processes, workflows,
and capabilities.
4) Team Collaboration: We work together as a unit to complete goals.
5) Lead with Transparency: We are transparent with customers to educate and teach
customers.
Position Summary:
The VP of Service Delivery is a senior leadership position responsible for overseeing VINS Helpdesk,
Security Operations Center (SOC), Innovation, and Network Engineering teams. This individual
ensures the organization delivers world-class managed services while driving operational
excellence, security maturity, and technical innovation.
The Director provides strategic leadership across support, security, infrastructure, and R&D
functions, aligning technical execution with business goals and client success.
Key Responsibilities:
Strategic Leadership
• 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.
Helpdesk Operations
• 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.
Security Operations Center (SOC)
• 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.
Network Engineering
• 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.
Innovation & R&D
• 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.
vCIO & Client Engagement
• 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.
Operational Excellence
• 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.
Qualifications:
• Experience: 10+ years in IT leadership, MSP management, or enterprise operations
(including cybersecurity, network, and service delivery).
• Education: Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or
equivalent experience.
• Certifications: CISSP, CISM, CCNP, Fortinet NSE, CompTIA Security+, or ITIL.
Skills:
o Strong understanding of ITSM frameworks and SOC operations.
o Expertise in network design, virtualization, and endpoint security.
o Proven leadership in multi-department teams within an MSP or MSSP environment.
o Exceptional communication, planning, and cross-functional coordination abilities.
o Familiarity with tools such as Atera, Sophos XDR, IRIS, NetBox, Proxmox/VMware, Microsoft 365, Linux, CLI, PowerShell, Python, and Power Automate.
o Customer service mindset with strong communication skills.
o Ability to handle sensitive information with discretion.