VP of Service Delivery

At Coretelligent, we take ownership of the technology our clients rely on every day.

We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence.

Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust.

We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here.

Job Overview

Coretelligent is seeking a seasoned, leader to serve as Vice President of Service Delivery, overseeing the teams that deliver mission-critical IT operations for our clients around the clock. This role will have direct reports across Field Services, Network Operations Center, Systems Engineering, Remote Support, and the Service Delivery Management team, with accountability for service quality, utilization, revenue/client retention, and the financial performance of the delivery organization.

The ideal candidate is forward-thinking, customer-experience centric, and a true builder who is not afraid to engage directly with the details of how work is performed. They bring a modern leadership style that balances strategy with tactical execution. They are passionate about the technical services and technology space as well as creating an exceptional customer experience through progressive, scalable systems that bring a human-edge to the space.

This leader will represent the service organization internally and externally and ensure that analytics and reporting provide clear signals to guide thoughtful operational and profitability decisions.

Key Responsibilities:

• Own both strategy and tactical execution for the Service Delivery organization, ensuring that long-term vision is translated into practical, day-to-day outcomes across Field, NOC, Systems, and Remote Support and ensure a consistent client experience.
• Manage and develop managers and discipline leads, setting expectations, coaching performance, and building a strong operating culture across the service organization.
• Own service delivery outcomes including SLA adherence, backlog health, aging ticket visibility, and escalation governance within ServiceNow.
• Mature ITIL-based processes across Incident, Problem, Change, and Service Request workflows, driving consistent adoption and continuous improvement.
• Oversee operational monitoring and service health visibility through platforms such as ServiceNow and related tooling, ensuring alerts translate into clear operational response and documented follow-through.
• Establish and govern budgets for the Service Delivery organization, demonstrating strong financial acumen and budget ownership when planning capacity, vendor costs, training.
• Establish and maintain dashboards and reporting for utilization, service performance, and profitability, translating data into actionable priorities for leaders.
• Partner closely with Account Management and Client Success to support escalation resolution, expectation setting, and service continuity for clients.
• Maintain readiness for 24/7 staffing models, including nights, weekends, shift rotations, and holiday coverage planning across global teams.
• Identify opportunities to modernize tools, workflows, and internal operating rhythms, bringing a builder mindset to scaling service delivery, while creating humanity in scalable systems.

Required Skills and Qualifications:

• 10 or more years of service delivery leadership within an MSP or technology services organization supporting 24/7/365 operations.
• Proven experience leading Field Services, Network Operations Center, Systems Engineering, and Remote Support organizations.
• Strong mastery of ITIL in practice and ITSM governance within ServiceNow workflows.
• Demonstrated financial acumen with budgets, forecasting, analytics ownership, KPI development, and executive-ready reporting.
• M&A Integration experience is a plus, and strongly preferred.
• Strong analytics capability with comfort building and managing metrics tied to service quality and profitability.
• Leadership presence with strong written and verbal communication skills in a client-facing environment.
• Builder mentality and comfort working through ambiguity to implement scalable processes and standards.
• Track record of coaching and mentoring managers while building a high-performance, client-first culture.

Salary Range for this position (depending upon experience): 

$220,000 - $250,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you’ll love about Coretelligent:

We take Coretelligent culture very seriously! As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within!  

Benefits: Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.

Perks: Fourteen holidays, including a day off on your birthday, flexible vacation, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 well-being allowance, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment

Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves.

In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age.

We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to talent@core.tech for necessary arrangements.

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For information about the right to work, click here for English or here for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. 

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.

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