Job Title: Director of Service Delivery
Location: Los Angeles, CA (Primarily Remote)
Company: SugarShot

About Us:
SugarShot is a leading Managed Service Provider (MSP) based in Los Angeles, specializing in delivering innovative IT solutions and exceptional customer service. We pride ourselves on our ability to challenge convention and leverage technology to help businesses operate more efficiently. We are committed to providing incredible service to our clients, ensuring their success through seamless technology solutions.

Job Summary:
The Director of Service Delivery is responsible for overseeing all aspects of service delivery to ensure that SugarShot’s clients receive exceptional service at every touchpoint. This role will focus on managing the service delivery team, project team, improving client satisfaction, optimizing processes, and driving high-quality performance across all client engagements. The ideal candidate will have experience in an MSP environment, a passion for delivering outstanding client service, and the ability to lead teams in exceeding expectations.

Key Responsibilities:

• Client-Centric Service Leadership:
  • Lead the service delivery team in providing a world-class experience for all SugarShot clients.
  • Ensure that all service requests, incidents, and projects are managed to the highest standards, with client satisfaction as the top priority.
  • Act as the primary escalation point for complex client issues, ensuring prompt and effective resolution.
• Service Quality & Continuous Improvement:
  • Implement and refine service delivery processes to ensure they are efficient, scalable, and aligned with industry best practices.
  • Monitor service performance metrics, including SLAs, response times, and client feedback, to identify areas for improvement.
  • Develop and execute strategies to enhance service quality and exceed client expectations consistently.
• Project Management & Oversight:
  • Lead and manage the project delivery team, ensuring all client projects are delivered on time, within scope, and on budget.
  • Collaborate with the project team to ensure effective communication, resource allocation, and execution of key initiatives.
  • Monitor project timelines and budgets, ensuring that project goals align with client expectations and business objectives.
• Team Leadership & Development:
  • Lead, mentor, and develop the service delivery and project teams, fostering a culture of accountability, continuous learning, and collaboration.
  • Ensure the teams are equipped with the necessary training, resources, and tools to deliver exceptional service and execute successful projects.
  • Manage recruitment, onboarding, and ongoing professional development to maintain high-performing teams.
• Client Engagement & Relationship Management:
  • Build strong, long-term relationships with clients, ensuring regular communication and proactive management of their needs.
  • Regularly review client feedback, address concerns, and implement strategies to enhance the overall client experience.
  • Collaborate with the sales and account management teams to ensure seamless handoffs and ongoing alignment with client goals.
• Service Delivery & Project Process Optimization:
  • Drive automation and innovation in service delivery and project management processes to improve efficiency, reduce manual interventions, and enhance client outcomes.
  • Ensure that all tools, systems, and platforms (e.g., ConnectWise) are fully leveraged to optimize both service delivery and project execution.
  • Develop and maintain governance processes to ensure that tools deployed for clients are aligned with service agreements and client needs.
• Financial & Operational Accountability:
  • Manage service delivery and project budgets, ensuring efficient resource allocation while maintaining high service standards.
  • Collaborate with the leadership team to set performance metrics, budgets, and growth goals for the service delivery and project teams.
  • Provide regular reports on key performance indicators (KPIs) related to service and project delivery, and client satisfaction to senior leadership.

Qualifications:

• Proven experience in a leadership role within an MSP or similar service-driven environment.
• Strong understanding of IT service delivery processes, including incident management, change management, project management, and problem resolution.
• Excellent leadership and team-building skills with a focus on delivering exceptional client service.
• Experience with ITSM platforms such as ConnectWise, Autotask, or similar tools.
• Strong analytical skills, with a proven ability to use data to drive decisions and improvements.
• Proven track record of managing IT projects, ensuring delivery on time, within scope, and on budget.

Personality Fit for Success:
The ideal Director of Service Delivery will have a blend of I (Influence) and C (Conscientiousness) in their DISC profile:

• Influence (I): Strong focus on building relationships, motivating the team, and engaging with clients in a positive and proactive manner.
• Conscientiousness (C): High attention to detail, process-driven, and committed to maintaining high standards of service quality and consistency.

Variable Compensation KPIs:

Variable compensation will be based on the following performance indicators:

1. Client Satisfaction:
   • Achieve and maintain high client satisfaction scores (CSAT or NPS).
   • Ensure positive client feedback through surveys and direct communications.
2. Service Level Agreement (SLA) Performance:
   • Meet or exceed SLA targets, ensuring timely response and resolution of client issues.
   • Improve first-contact resolution rates and overall service efficiency.
3. Project Delivery:
   • Complete key client projects on time, within scope, and on budget.
   • Ensure successful project outcomes that align with both client expectations and business goals.
4. Process Improvements & Automation:
   • Implement automation and process improvements that increase efficiency and reduce costs without compromising service quality.
5. Team Performance & Development:
   • Build and maintain high-performing service delivery and project teams, with strong employee engagement and retention rates.
   • Ensure continuous professional development for team members.
6. Financial Accountability:
   • Maintain service and project delivery within budget, optimizing resource allocation while achieving service and project goals.

Compensation:

• Competitive base salary.
• Performance-based bonuses linked to KPIs.
• Comprehensive benefits package, including health, dental, and retirement plans.

Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits, we offer flexible work schedule, super cool, tech company environment, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, lots of free lunches and occasional video games in the late afternoons.

SERVICE MANAGER

Location: Remote

Department: Operations

Reports To: Director of Operations

Shift: Monday-Friday 8AM-5PM Pacific

Timing: 2024 Q4

Job Overview

Service Management at SugarShot is the practice of leading, developing, guiding, and managing the work of our Service Delivery Team. Our service delivery must achieve specific business objectives while meeting clear success and performance criteria within the constraints of time, technology, available resources, and customer service.

Service Managers (“SM”s) will serve as trusted leaders who instill confidence and authority in everything they do. SMs will present as experts in their field with a deep bench of knowledge around SugarShot’s products, services, and capabilities. They will also have the business acumen to understand complex business challenges, including budgetary, logistics, and time constraints, and possess epic skills in precise and calming communications, interpersonal relationships, and influence.

Key Responsibilities

Leadership & Team Development

• Drive team performance by leading, mentoring, and evaluating a team which currently consists of 11 service desk and technical staff (4 direct reports), fostering a culture of collaboration and accountability.
• Conduct monthly 1:1 meetings and regular performance evaluations, driving the development and growth of team members.
• Supervise Service Delivery personnel, make hiring, discharge, or disciplinary decisions, and foster a high-performing environment.

Service Delivery Management

• Develop, manage, monitor, and continually improve team KPIs, ensuring alignment with business objectives.
• Oversee service delivery operations, ensuring that tickets are accurate, managed, resolved promptly, and meeting performance targets.
• Serve as the escalation point and single point of contact for unresolved tickets, tickets failing to meet KPIs, and Service Delivery issues.
• 3rd level escalation point for the Service Delivery team's on-call rotation for missed calls or alerts.
• Manage the Service Delivery process and continuously monitor and update Standard Operating Procedures (SOPs) and documentation.

Client & Stakeholder Relations

• Serve as a liaison between the client, stakeholders, 3rd party vendors, Leadership Team, and Service Delivery Team.
• Maintain strong relationships through excellent customer service and prompt responses to internal and external requests.
• Facilitate open, verbose, and frequent communication between teams and client stakeholders.

Operational Strategy & Financial Management

• Contribute meaningful data analysis to budget discussions and manage service delivery within budgetary constraints.
• Track, monitor, and report on KPIs related to budget performance, team productivity, and service levels.
• Participate in Operations Department strategy meetings and provide regular progress and performance reports to management.

Compliance & Process Improvement

• Ensure SOC2 compliance across service delivery operations and alignment with industry best practices.
• Continuously identify and implement service improvements to enhance efficiency and operational excellence.
• Other duties as assigned by the manager.

Key Performance Indicators (KPIs)

• Services Gross Margin: Maintain profitability targets for service delivery.
• Client Satisfaction (CSAT): Maintain a 95% or higher client satisfaction rate.
• Employee Satisfaction (ESAT): Maintain high satisfaction rates for service delivery team.
• Team Utilization: Achieve a minimum of 85% utilization across the team.
• Time Logging Performance: Ensure accurate and real-time time tracking for all service personnel.
• Service Levels: Maintain 98% SLA compliance.
• Average Time to Response: Achieve an average response time of less than 15 minutes for high-priority issues.
• Average Time to Plan: Ensure that all issues are planned for resolution within 1 business day.
• Average Time to Resolution: Resolve 90% of tickets within SLA-defined timeframes.
• Open Ticket Volume: Keep open tickets within predefined limits.
• Budget Performance: Ensure service delivery operates within set budget parameters.
• Monthly/Quarterly Goals Performance: Ensure alignment with set monthly and quarterly goals.
• Service Team Growth: Conduct regular evaluations and foster continuous development within the service team.

You Will Be Successful In This Role If…

• You are detail-oriented and care deeply about quality workmanship.
• You possess excellent problem-solving skills and enjoy resolving issues completely.
• You excel at building and maintaining personal relationships, and command presence in any room.
• You can multitask effectively, synthesizing information, and communicating clearly with executives and clients.
• You can effectively delegate tasks to team members and avoid solving technical problems yourself.
• You understand, organize, and align client priorities with SugarShot’s capabilities.

Requirements

• Bachelor’s Degree
• 5+ years of experience managing medium to large technical teams
• Familiarity with SOC2 compliance
• Familiarity with ITIL-based service processes
• Familiarity with ConnectWise Manage (PSA)
• Familiarity with MSP-focused reporting platforms (e.g. BrightGauge, MSP Bots, MSPCFO)
• 3 References from Previous or Current Supervisors/Managers

Career Path

Potential to move into a Director of Service Delivery role.

Benefits

• Remote work flexibility
• Comprehensive health, dental, vision, and life insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• 401K
• Costco membership
• Corporate discounts
• Monthly company events
• Lunch & Learn program
• Continuing Education program, including certifications
• Accrued Paid Time Off (PTO), sick days, and a monthly sabbatical day
• VR headset