New Charter Technologies

Compensation

Full Description

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 designing, governing, and evolving the technical architecture that supports New Charter Technologies for service delivery operations. This leader defines architectural standards, ensures system scalability, optimizes workflow automation, and drives adoption of best practices across the organization. This position reports directly to the Senior Vice President, Business Performance & Integration and plays a critical role in shaping the organization’s operations, enabling innovation and scalable team performance. A core requirement for this role is deep experience with ConnectWise PSA, RMM, and/or CPQ systems. This role will also directly manage the ConnectWise Program Manager, ensuring alignment between system architecture strategy, platform governance, and day-to-day operational improvements. Primary Responsibilities Strategic Architecture & Systems Leadership Develop and maintain the enterprise systems architecture roadmap aligned with service delivery and business growth objectives. Assess emerging technologies and propose solutions that enhance operational efficiency and customer experience. Oversee system governance, standards, documentation, taxonomy alignment, and best-practice adoption across the organization. ConnectWise Platform Ownership Serve as the enterprise authority for ConnectWise Manage and associated platforms. Lead the design, configuration, optimization, and governance of ConnectWise workflows, automations, integrations, SLAs, procurement, billing, and reporting. Ensure system integrity, data accuracy, and consistent use of the platform across departments. Set standards in ConnectWise for OpCo to normalize operational data like ticket status, type, subtype, and item. Provide coaching, oversight, and strategic direction to the ConnectWise Program Manager, ensuring coordinated execution of priorities and platform initiatives. Champion ConnectWise best practices, training, onboarding, and user adoption by demonstrating value and building consensus through influence. Service Delivery Systems Optimization Collaborate closely with Service Delivery leadership to ensure systems optimally support desk, field services, project delivery, and escalation processes. Architect end-to-end solutions that improve operational efficiency and align with ITIL frameworks. Identify workflow gaps and implement systems-driven solutions to improve throughput and quality. Create framework around the user of other service-enablement tools like IT Glue, Monday.com, and ScalePad. Lead Service Delivery Adoption and Alignment Collaborate with Operating Companies and corporate leadership to develop unified metrics that provide actionable insights. Lead the adoption of these metrics across New Charter’s 31+ Operating Companies. Collaborate with Operations Analyst to measure the impact of service delivery optimization on the unified metrics, demonstrating the value of successful initiatives. Team & Cross-Functional Leadership Lead and develop a Systems Architecture team, including system administrators, integration specialists, automation engineers, and the ConnectWise Program Manager. Partner with leadership across Service Delivery, Finance, Sales, and Security to align technology decisions with business needs. Translate complex technical strategies into clear business impacts for senior leadership. Vendor & Integration Management Manage relationships with ConnectWise and other key SaaS partners. Oversee all third-party integrations, middleware, and custom development work to maintain system security, reliability, and interoperability. Ensure compliance frameworks, security standards, and data governance policies are upheld. Preferred Skills & Experience 7–10+ years in system architecture, enterprise systems engineering, or IT operations leadership. Expert-level proficiency in ConnectWise Manage, with strong knowledge of Automate, Sell, and related modules. Experience aligning service expectations around PSA, RMM, CPQ, and related modules Proven experience managing teams, including specialized technical roles. Strong understanding of MSP service delivery operations, ITIL-based processes, and the relationship between these changes and business outcomes. Hands-on experience with automation, scripting, workflow design, and API integrations. Excellent communication, strategic planning, and documentation skills. Base Salary: $185,000 – $205,000 Preferred Attributes MSP or technology services industry experience. Relevant certifications: ConnectWise Admin/Expert certifications ITIL Foundation or higher PMP or similar project management certification Azure/AWS architecture certifications Experience with analytics platforms (Power BI, Tableau, etc.) Relationship oriented, creates change through influence Success Indicators Increased efficiency and automation within Service Delivery systems as demonstrated by measurable business outcomes. Strong alignment between the Senior Vice President of Business Performance & Integration, the ConnectWise Program Manager, and operational teams. High adoption and consistent use of ConnectWise across the enterprise. Reduced operational friction through well-architected workflows and integrations. Scalable, secure system architecture that supports sustained organizational growth. 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. 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. 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! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future that’s nothing short of extraordinary. 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?