Lyra Technology Group

Lyra Technology Group

Director of IT Service

Calgary, Alberta · Director

Sponsorship not specified$130k-$150kDetected 63 days ago
Project ManagementAccount ManagementForecastingVendor ManagementPerformance ManagementCadenceLeadershipCommunicationMentoring

About the role

  • Our companies are operated independently by exceptional management teams.
  • Companies that join our group retain the employees, name, and culture that have made them successful.
  • Lyra Technology Group is seeking a Director of Service to oversee all service delivery outcomes for a Managed Services Provider.

Responsibilities

  • As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
  • This role will ensure we deliver excellent, consistent client experience while scaling profitably through clear direction, strong people leadership, and data-driven operational execution.
  • The Director of Service owns the strategy, performance, and improvement of the service organization, supporting clients across multiple industries.
  • You will lead through managers, build a metrics-driven culture, strengthen accountability, and ensure projects and managed services are delivered on time, on budget, and with high quality.
  • This role has significant autonomy across service operations, budget, tooling decisions, and performance management-escalating only decisions that create significant business-wide impact or require major financial commitment through the President/Integrator.
  • Lead and coach the Service leadership team (including the Services Manager and Projects & Improvements Manager, or their successors).
  • Create clarity across priorities, roles, and decision rights-reducing friction over shared resources.
  • Build a culture of accountability, continuous improvement, and "Help First" client service.
  • Drive consistent service delivery that improves CSAT, reduces escalations, and resolves issues with high-quality solutions.
  • Own Service measurables and present Service performance in weekly Leadership Team (L10) meetings.

Requirements

  • Working knowledge of MSP service delivery (ticketing/SLA systems, escalations, documentation, and project delivery).
  • Proven strategic planning skills and experience
  • Own SLA compliance and the underlying data integrity required to measure and improve it.
  • Proven leadership experience in a service delivery organization; MSP/Managed IT Services leadership experience strongly preferred.
  • Demonstrated ability to build and run a metrics-driven operation (scorecards, forecasting, performance management).

Nice to have

  • ITIL, PMP, HDI, CISSP, EOS experience.
  • If you're motivated by meaningful client relationships, strategic selling, and a dynamic work environment-we want to hear from you.
  • Proven leadership experience in a service delivery organization
  • MSP/Managed IT Services leadership experience strongly preferred.

Compensation

  • The targeted base compensation for this role is 130,000 -150,000 CAD and will operate out of the Calgary, Alberta office on a hybrid basis.

Company info

  • Lyra Technology Group is a p rivate e quity-backed holding company that invests in and operates industry leading technology service businesses.
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This listing is sourced directly from Lyra Technology Group's careers page and normalized into a canonical job model.