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Job description

Safebox LLC, a leading boutique IT services provider, is looking for an experienced and hands on Director, Service Delivery (remote) to join our team. This role will have primary responsibility for managing and overseeing client delivery of our IT Managed Services offering, which includes NOC, SOC, Cisco Voice services, and general help desk services.

Key Responsibilities:

• Oversee the delivery of services across various domains including NOC, SOC, Cisco Voice, and general help desk.
• Lead new client onboarding.
• Manage relationships with both clients and subcontractors, ensuring the highest level of service delivery.
• Develop and maintain service level agreements (SLAs) and oversee their fulfillment.
• Address any service delivery issues promptly and ensure minimal disruption to client operations.
• Implement process improvements to increase efficiency and improve service delivery.
• Lead the 24x7 on-call rotation, participating and managing the on-call team to ensure seamless service delivery round the clock.
• Provide regular service delivery reports and updates to senior management and clients.
• Act as a client escalation point when necessary, including after hours if required.

Requirements:

• Bachelor's degree in Information Technology, Business Management, or related field. Advanced degrees or relevant certifications are a plus.
• At least five years of experience in a similar role managing IT service delivery, preferably within an IT outsourcing context.
• Experience managing a 24x7 on-call team and participating in the on-call rotation.
• Working knowledge of IT infrastructure support including NOC, SOC, and Cisco Voice services.
• Excellent client-facing and internal communication skills.
• Strong leadership and people management skills.
• Demonstrated ability to handle multiple tasks and priorities simultaneously.
• Ability to work effectively under pressure while maintaining a professional demeanor.

Nice to Have:

• MBA
• Experience working for a large consulting firm

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Remote work options.
• Inclusive and collaborative work culture.

Location: remote

Please note:

• Direct application only – we do not accept staffing applications; no Corp to Corp
• Must be eligible to work in the US; we do not sponsor Visas
• Failure to answer all application questions may result in automatic rejection
• Safebox LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $82,575.00 - $155,250.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 5 years

Schedule:

• Monday to Friday

Application Question(s):

• With which domains do you have experience? (e.g., NOC, SOC, Cisco Voice, general help desk, etc.)
• This is a full time remote role in part leading a 24x7 on-call rotation. Please confirm you understand this AND state in which city and state in which you reside.

Education:

• Bachelor's (Required)

Experience:

• IT service delivery management: 5 years (Required)
• on-call rotation: 1 year (Required)
• managing a 24x7 on-call team: 1 year (Required)

Work Location: Remote