Job Details
Director of Service Alignment
2026-02-04 New Charter Technologies Llc all cities,AK
Description:
Service Enablement & Platform Governance
Metrics, Reporting & Insights
Preferred Experience
Who We are:
At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.
At New Charter Technologies, we're investing in our people - through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)
Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.
Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are!
We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter.
New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.
Summary
The Director of Service Alignment is responsible for aligning and scaling managed service delivery operations across New Charter Technologies' 30+ operating companies. This role focuses on bringing consistency to service models, workflows, metrics, and supporting platforms while respecting differences in operating company maturity and structure.
This leader partners closely with Service Delivery, Operations, and Executive Leadership to ensure services can scale effectively as our organization matures and we bring on new operating companies. The role emphasizes managed services leadership, service alignment, and operational execution, supported by well-governed systems and data.
This position reports to the Senior Vice President, Business Performance & Integration and leads a small team responsible for service alignment and platform governance.
Primary Responsibilities
Managed Services Alignment & Operations Leadership
- Lead alignment of managed service delivery models across 30+ operating companies.
- Support Service Desk, NOC, project delivery, and escalation teams in adopting consistent service standards.
- Balance standardization with flexibility based on operating company needs.
- Lead service alignment efforts across multiple business units operating independently.
Service Enablement & Platform Governance
- Develop and maintain a roadmap for service enablement platforms that support scalable managed services delivery.
- Establish governance, standards, and documentation to ensure systems support aligned service operations.
- Ensure consistent data structures, workflows, and reporting across operating companies.
- Partner with Service Delivery leadership to identify gaps in service workflows and execution.
- Design and support systems-enabled solutions that improve efficiency, throughput, and service quality.
- Align service operations with ITIL-based best practices where appropriate.
- Support service delivery alignment during mergers, acquisitions, and integrations.
- Assess existing service models and tools across organizations and recommend alignment strategies.
- Lead normalization of service delivery processes following integration activities.
- Partner with leadership to align service delivery following acquisitions, including tool, process, and service model normalization.
Metrics, Reporting & Insights
- Partner with leadership to define unified service delivery metrics.
- Drive adoption of shared metrics across operating companies.
- Collaborate with analytics partners to measure and communicate the impact of service alignment initiatives.
- Lead and develop a service alignment and systems-focused team.
- Partner closely with Service Delivery, Finance, Sales, Security, and Executive Leadership.
- Translate service and operational strategies into clear business outcomes.
- 7-10+ years in managed services operations, service delivery leadership, or service enablement roles.
- Experience supporting mid-to-large MSP environments with multiple clients and SLA-driven service models
- Proven experience aligning service delivery across multiple teams or organizations.
- Experience supporting service alignment during organizational change, growth, or integration.
- Strong understanding of MSP service delivery models and operational metrics.
- Experience governing service enablement platforms that support service delivery at scale.
- Demonstrated people leadership and cross-functional influence.
- Strong communication, documentation, and change-management skills.
Preferred Experience
- MSP or technology services industry background.
- Experience in environments with multiple operating companies or acquisitions.
- Familiarity with service enablement, automation, and reporting platforms.
- Relevant certifications (ITIL, PMP, service management, cloud architecture).
- Expertise in PSA, RMM tools, and reporting systems includng ConnectWise
- Consistent service delivery models adopted across operating companies.
- Improved service efficiency and reduced operational friction.
- Clear, unified service metrics used to drive decisions.
- Scalable service operations that support growth and integration.
- Strong alignment between service delivery teams, systems, and leadership.
Who We are:
At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.
At New Charter Technologies, we're investing in our people - through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)
Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.
Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are!
We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter.
New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.