Director

• Develop and maintain the enterprise systems architecture roadmap aligned with service delivery and business growth objectives.
• Assess emerging technologies and propose solutions that enhance operational efficiency and customer experience.
• Oversee system governance, standards, documentation, taxonomy alignment, and best-practice adoption across the organization.
• Serve as the enterprise authority for ConnectWise Manage and associated platforms.
• Lead the design, configuration, optimization, and governance of ConnectWise workflows, automations, integrations, SLAs, procurement, billing, and reporting.
• Ensure system integrity, data accuracy, and consistent use of the platform across departments.
• Set standards in ConnectWise for OpCo to normalize operational data like ticket status, type, subtype, and item.
• Provide coaching, oversight, and strategic direction to the ConnectWise Program Manager, ensuring coordinated execution of priorities and platform initiatives.
• Collaborate closely with Service Delivery leadership to ensure systems optimally support desk, field services, project delivery, and escalation processes.
• Identify workflow gaps and implement systems-driven solutions to improve throughput and quality.
• Manage relationships with ConnectWise and other key SaaS partners.
• Oversee all third-party integrations, middleware, and custom development work to maintain system security, reliability, and interoperability.
• Ensure compliance frameworks, security standards, and data governance policies are upheld.

Director of Service Alignment

Job Level

Tech Stack

About the role

Requirements