Artisight

Director of Service Delivery

Artisight

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

CloudIoTMacOS

About the role

  • Provide strategic direction and operational leadership for the Service Delivery organization, including Support Engineering, Field Service Engineering, and related functions.
  • Develop and implement service delivery frameworks, procedures, and KPIs that align with company goals, ITIL principles, and industry best practices.
  • Lead, mentor, and develop Support Engineering Leads and their teams; foster a culture of high performance, accountability, and continuous improvement.
  • Build scalable processes and standards to ensure consistent, high-quality client experiences across all service touch points.
  • Oversee daily support operations, including monitoring queue health, case management quality, service level adherence, and escalation trends.
  • Establish and refine escalation paths with Engineering, ensuring timely resolution of complex issues and transparent communication with internal teams and clients.
  • Drive the creation and maintenance of internal knowledge bases, documentation templates, training materials, and performance dashboards.
  • Ensure strong alignment and communication between the Technical Support team and cross-functional partners (Engineering, Product, Client Success, QA).
  • Serve as a senior point of contact for escalated client concerns and high-impact service issues, ensuring timely and effective resolution.
  • Collect, analyze, and communicate client feedback trends to Product and Engineering to drive product improvements and customer satisfaction.
  • Partner closely with Client Success to deliver a consistent, predictable customer experience and proactively address opportunities to streamline workflows.
  • Oversee the application of systems analysis techniques used to determine hardware, software, and functional specifications for issue resolution and workflow optimization.
  • Guide teams through root-cause analysis, diagnostic procedures, and incident reviews.
  • Lead initiatives to optimize support tooling, including service desk platforms and monitoring systems.
  • Develop and monitor performance metrics for service delivery efficiency, customer satisfaction, and system uptime.
  • Identify opportunities to improve processes, reduce incident volume, enhance automation, and increase team productivity.
  • Champion a data-driven approach to prioritizing operational improvements, staffing, and strategic investments.

Requirements

  • 8+ years of experience in service delivery, technical support, or technical customer-facing roles, including 3+ years in leadership.
  • Act as primary escalation point for senior leadership, executive clients, and critical issues, bringing hands-on IT support experience from working your way up through the ranks.
  • Proven experience managing service delivery or support engineering teams within a technology-driven environment.
  • Deep expertise with service desk ticketing systems, ITIL frameworks, and service management best practices.
  • Strong understanding of enterprise software environments, including Windows, macOS, cloud-based applications, and diagnostic tools.
  • Exceptional communication, leadership, and stakeholder management skills.
  • Highly organized with a strong ability to manage shifting priorities and navigate ambiguity.
  • Demonstrated success driving process improvements, building scalable operations, and improving customer experience.
  • Strong analytical and problem-solving skills with the ability to translate technical details into actionable insights.
  • Experience working in healthcare, enterprise SaaS, IoT, or AI-driven technology.
  • Direct experience managing a call center or help desk operation, including team oversight, ticket volume management, and SLA performance.
  • Experience scaling support or service delivery teams in a high-growth environment.
  • Background in systems engineering, data workflows, or product-facing technical roles.
  • Commitment to ongoing learning, professional development, and team mentorship.
Benefits
  • Artisight is committed to fostering a diverse and inclusive workplace where individuals of all backgrounds, experiences, and identities are welcomed and valued.
  • We actively encourage and welcome all candidates apply for this position, regardless of whether they meet 100% of the listed qualifications.
  • Our recruitment and selection processes are designed to be fair and equitable, and we strive to eliminate any biases that may exist.
  • We value diversity not only in terms of physical identity, e.g., gender, race, ethnicity, etc but also in perspectives, experiences, and backgrounds.
  • We believe that a diverse workforce enriches our organization by bringing a variety of perspectives, ideas, and experiences to the table.
  • We are committed to promoting a culture of inclusion and respect, and we actively seek to create an environment where everyone can thrive and contribute to our success.
  • Your unique talents and perspectives are valued assets that can help us achieve our goals.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service deliverytechnical supportservice desk ticketing systemsITIL frameworksenterprise software environmentsWindowsmacOScloud-based applicationsdiagnostic toolsprocess improvements
Soft skills
leadershipcommunicationstakeholder managementorganizational skillsproblem-solvinganalytical skillsmentorshipaccountabilitycontinuous improvementnavigating ambiguity