Operations Director - Managed Services

Are you looking for a role that motivates and challenges you? Are you ready for an opportunity for growth? Do you want to work on teams where people roll up their sleeves to take on tough problems together, and regularly blow the doors off our clients with their outstanding teamwork? If you answered yes to those questions, the company might just be for you!

At the company, we hire people who aren’t afraid to experiment or fail. We hire people who are willing to give direct and candid feedback to their managers, leaders, and team members. We hire people who jump at those opportunities because they care about our collective growth and success. We hire people who challenge and hold each other accountable for living the company’s core values because they know that it will result in amazing experiences and solutions for our clients and each other.

Operations Director - Managed Services

The Operations Director – Managed Services at the company is a leadership role responsible for the strategic direction, operational excellence, and overall performance of our Managed Services delivery organization. This individual will drive customer satisfaction, scale delivery operations, optimize internal processes, drive software and tools ROI, and partner closely with sales, engineering, and executive stakeholders to expand our service footprint. You will be responsible for leading multiple teams across delivery, client success, and service management, while also helping evolve our offerings and engagement models to meet the growing needs of our clients.

Key Responsibilities

• Help define and execute the strategic vision for Managed Services operations, aligning delivery goals with the company’s broader business objectives.
• Serve as part of the company’s Managed Services leadership team in coordinating services functions and client experience across service lines, focused on managed services.
• Lead, mentor, and grow a high-performing team of managers, service leads, and delivery professionals.
• Drive initiatives to enhance operational maturity, scalability, and value realization across the Managed Services portfolio
• Lead and support client-facing operational strategy sessions to align services with client business outcomes.
• Serve as an escalation point for high-priority clients and ensure prompt and satisfactory issue resolution.
• Drive strategic growth in client accounts by identifying opportunities to expand service scope and demonstrating ongoing value.
• Act as an advisor to clients on support trends, IT operations maturity, and service performance improvements.
• Oversee day-to-day delivery and performance of managed services teams, including ticket management, service delivery, software/tools and client reporting.
• Ensure alignment with SLAs, KPIs, and continuous service improvement plans.
• Drive internal initiatives to refine service delivery models, enhance client onboarding, and standardize operations.
• Establish and track operational health metrics and dashboards to support executive reporting and forecasting.
• Collaborate with engineering and support leadership to ensure the right technical resources and skills are deployed on each engagement.
• Foster a culture of accountability, client-centricity, and continuous learning.
• Partner with the sales and solution architecture teams to define service offerings and delivery models that meet prospective client needs.
• When needed, represent managed services in client pitch meetings, RFPs, and renewal discussions.

Requirements

• Project or service delivery management of multi-project programs, or a demonstrated ability to manage multiple streams of work - 5+ years exp.
• Project and program management - 8+ years exp.
• Relationship and team management - 8+ years exp.
• Six (6) or more years of progressive IT experience and four (4) or more years overseeing IT operations delivery, required
• Experience in IT strategy, business requirements gathering, IT roadmaps and advisory, preferred
• Experience in IT Service Management, Operations, or processes improvement and definition, preferred
• Experience overseeing delivery teams and measure against defined KPIs, preferred
• Experience operating in the Microsoft ecosystem and/or with the Azure platform, preferred

Don’t meet every single requirement? At the company we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.

At this time, we cannot sponsor applicants for work visas.

Don’t meet every single requirement? At the company we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.

At this time, we cannot sponsor applicants for work visas.