Director / Vice President, Remote Service Operations
C
CoretelligentManaged IT Services
Remote (U.S)Full-TimeDirector
Salary$150,000 - $230,000
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Job Details
- Experience
- 10+ years
- Required Skills
- Financial ManagementServiceNow
Requirements
- 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization.
- Proven success leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations.
- Experience leading leaders, developing high-performing teams, and driving organizational growth.
- Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms.
- Demonstrated success improving operational performance through process optimization, automation, and continuous improvement.
- Strong financial acumen with experience managing budgets, forecasting, capacity planning, utilization, and executive reporting.
- Excellent communication, relationship-building, and executive presence with the ability to influence stakeholders across the organization.
- Strong analytical and strategic problem-solving skills with a data-driven approach to operational leadership.
- Experience leading organizational transformation, rapid growth, or M&A integration is preferred.
Responsibilities
- Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement.
- Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives.
- Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction.
- Establish performance expectations, coach leaders, and build high-performing technical teams.
- Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
- Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability.
- Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity.
- Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance.
- Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance.
- Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends.
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