Director of Enterprise Service Delivery
Fenix24
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Develop strategy and oversee our enterprise NOC delivering high-quality 24/7 monitoring and support to clients
- Define and enforce NOC operational standards, escalation procedures, and alert frameworks to ensure proactive and responsive incident management
- Lead and mentor Enterprise Service Delivery and NOC Managers, fostering a culture of accountability and continuous improvement
- Partner with People and Culture to ensure appropriate staffing levels, skills, and shift coverage across the NOC
- Serve as the primary executive contact for a portfolio of enterprise managed services accounts
- Build and maintain trusted relationships with client C-suite and VP-level stakeholders; engage regularly to understand service perception and surface gaps
- Participate in service reviews, governance meetings, and Executive Business Reviews (EBRs), producing clear and actionable executive-level reporting
- Manage critical issues and service interruptions with urgency and full transparency to all stakeholders
- Proactively identify risks, escalation triggers, and opportunities to expand service scope
- Oversee daily delivery operations across enterprise accounts, ensuring services meet SLA, KPI, and compliance targets
- Coordinate across cross-functional delivery teams (Backup, Identity, Endpoint, and Firewall) to ensure integrated service execution
- Drive ITIL-aligned service management practices including problem management, capacity planning, and service continuity
- Work closely with the implementation team to oversee onboarding of new clients and smooth transition of services into steady-state operations
- Track and report on service delivery metrics, identifying risks, gaps, and improvement opportunities
- Define and hold delivery teams accountable to SLA and KPI performance targets. Conduct root cause analysis on service failures and drive corrective action plans to resolution
- Drive operational excellence and continuous improvement initiatives that reduce costs, improve reliability, or enhance client experience
- Maintain accurate delivery documentation including runbooks, service maps, and RACI matrices
- Contribute to strategic planning by identifying operational trends, opportunities for automation, and areas for efficiency gains
- Manage delivery P&L for assigned accounts, proactively flagging risks and cost overruns
- Partner with Account Management and Sales to drive client retention, identify upsell/cross-sell opportunities, and support contract renewals
- Ensure change requests and out-of-scope work are identified, documented, escalated, and properly commercialized
- Work with Sales Engineering and pricing teams to ensure that service delivery cost data and budget variances are factored into pricing calculators and proposals.
Requirements
- Bachelor’s, MBA or advanced degree in Business, Information Technology, Cybersecurity, or related field.
- 10+ years of progressive leadership experience in service delivery and enterprise client management.
- Strong experience in managed services delivery models, including backup, firewall, endpoint, identity, advisory services, SLAs, ticketing systems, and client onboarding processes.
- Demonstrated experience managing enterprise-scale managed services accounts, including NOC or 24/7 operations environments.
- Good understanding of IT infrastructure domains including cloud (AWS, Azure, or GCP), networking, cybersecurity, and/or application management.
- Proficiency with ITSM platforms (ServiceNow, ConnectWise, or equivalent)
- Track record of managing delivery P&L and commercial accountability within a services business.
- Familiarity with SOC 2, ISO 27001, or other compliance and cybersecurity frameworks.
Benefits
- Internal and external learning & development opportunities, including career advancement
- Competitive compensation & benefits including: Private health insurance
- Mental health and wellness programs
- Company-matched pension scheme
- Life insurance and income protection insurance
- Monthly fitness/gym membership allowance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service deliverymanaged servicesincident managementproblem managementcapacity planningservice continuityroot cause analysisservice delivery metricsoperational excellencecost management
Soft Skills
leadershipmentoringaccountabilitycommunicationrelationship buildingstrategic planningrisk managementcontinuous improvementcollaborationclient retention
Certifications
Bachelor's degreeMBAISO 27001SOC 2