Job Description

Join to apply for the Senior Director of Service Delivery role at Magna5

This role is based in or around Boston, MA and is hybrid. You will be required to work onsite at our Boston area office 2-3 days a week with occasional regional travel.

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users, and allow them to focus their resources on projects that are strategic to their organizations business plan.

Responsibilities

• Ability to work under and adhere to stringent deadlines
• Leadership guides individuals and groups towards desired outcomes. Setting high performance standards and delivering quality services.
• 7+ years in the IT industry
• Minimum 24 years of management experience that includes supervisory responsibilities of 24 direct reports.
• Experience working for a Managed Service Provider.
• Must have exposure to multiple areas of IT including: development; infrastructure and operational support in medium to enterprise environments
• Has demonstrated success in leveraging technology to match business objectives
• Experienced in understanding\delivering business requirements and the delivery of technology solutions to meet business objectives
• Ability to establish effective working relationships with executives and key business partners
• Demonstrated strategic thinking abilities and an enterprise-wide perspective
• High level of emotional intelligence, strong communication and interpersonal skills, outstanding collaboration, strong influencing and consensus building
• Ability to interpret and converse technology models to non-technical audiences
• Define set of critical applications, service levels, and capacity requirements
• Access and monitor operational performance
• Communicate high-priority incident escalations, change summaries, and focused service reviews
• Connect people, processes and technology for Magna5
• Collaborate with other leaders within the organization to establish, communicate, and implement strategic capabilities
• Help set the IT Operations strategy
• Oversee daily IT operations and managed service delivery for regional customers, ensuring adherence to SLAs and service quality standards.
• Serve as the primary escalation point for technical and service issues, driving swift and effective resolutions.
• Develop, mentor, and support regional engineering teams to maintain consistent service excellence.
• Collaborate with internal leadership and cross-functional teams to optimize processes and support organizational goals.
• Lead customer meetings and QBRs, providing clear, confident, and value-driven presentations.
• Partner closely with the sales and account management teams to identify opportunities for growth, improvements, and technology alignment.
• Ensure compliance with all company policies, procedures, and cybersecurity best practices.
• Maintain a visible presence at customer sites as needed to strengthen relationships and ensure alignment with business objectives.

Requirements

• 5+ years of professional IT experience, with at least 3 years in a managed services or MSP environment.
• Demonstrated experience managing IT operations, projects, and/or service delivery in a client-facing capacity.
• Strong leadership and team management skills, with the ability to motivate and develop high-performing technical teams.
• Excellent customer-facing and presentation skillsmust be able to communicate complex technical concepts in clear business terms.
• In-depth understanding of modern IT infrastructure, networking, cloud environments (Microsoft 365, Azure, etc.), and cybersecurity principles.
• Ability to thrive in a fast-paced, service-oriented environment with a high degree of professionalism.
• Bachelors degree in information technology, Computer Science, or a related field preferred; equivalent experience will be considered.

Skills

• Strong leadership and team development
• Client relationship and stakeholder management
• IT operations and service delivery (MSP experience required)
• Broad technical expertise (infrastructure, cloud, cybersecurity)
• Strategic thinking with business alignment
• Excellent communication and presentation skills
• Incident management and performance monitoring

Work Perks

• Extensive paid time off including paid holidays and float holidays
• Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
• 401(k) with generous employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities
• Monthly mobile phone plan and internet service stipend

What We Do

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential.

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