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.
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