Director of Service Delivery

Job overview

The Director of Service Delivery role is hybrid, based at FusionTek’s Federal Way, WA office or another Washington State office, with at least two in-office days per week. Compensation is $120,000–$150,000 per year. The role leads the Reactive Service, Escalated Service, and Service Coordination teams at a managed services provider. The director owns the service delivery operation, developing staff and processes while managing escalations, service metrics, and workload. The role supports FusionTek’s growth by improving service quality, efficiency, and client experience across the company.

What you'll do

• Manage the Reactive, Escalated, and Service Coordination teams, including staffing, ticket lifecycle, and workload balancing
• oversee ticket escalations using the SLA matrix
• manage service KPIs and report weekly trends
• maintain the on-call escalated rotation and coordinate coverage
• document and improve service processes
• monitor billable time and ticket efficiency
• partner with project, account management, and sales teams
• and conduct performance reviews.

What we're looking for

Skills & competencies

director of service delivery

fusiontek

hybrid

federal way wa

washington state

managed services provider

it service delivery

service team leadership

escalation management

service kpis

on-call rotation

$120k–$150k/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage
• 401(k) with 4% company match and immediate vesting
• PTO, paid company holidays, birthday PTO, floating holidays, monthly cell phone stipend, and team events.

Why this role

Hybrid schedule requires at least two in-office days weekly; reports directly to the COO and maintains the on-call escalated rotation.

About the employer

FusionTek is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.