Operations Director - Managed Services
New
3
3CloudIT managed services
Remote - USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 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
- Required Skills
- Project ManagementMicrosoft AzureClient relationship management
Requirements
- Have 5+ years of project or service delivery management for multi-project programs, or demonstrated ability to manage multiple streams of work.
- Have 8+ years of project and program management experience.
- Have 8+ years of relationship and team management experience.
- Have at least 6 years of progressive IT experience.
- Have at least 4 years overseeing IT operations delivery.
- Experience in IT strategy, business requirements gathering, IT roadmaps, and advisory is preferred.
- Experience in IT Service Management, operations, or process improvement and definition is preferred.
- Experience overseeing delivery teams and measuring performance against defined KPIs is preferred.
- Experience operating in the Microsoft ecosystem and/or with the Azure platform is preferred.
Responsibilities
- Define and execute the strategic vision for Managed Services operations, aligning delivery goals with business objectives.
- Coordinate service functions and client experience across Managed Services service lines.
- Lead, mentor, and develop managers, service leads, and delivery professionals.
- Drive operational maturity, scalability, and value realization across the Managed Services portfolio.
- Lead client-facing operational strategy sessions and advise clients on support trends, IT operations maturity, and service performance.
- Act as an escalation point for high-priority clients and oversee issue resolution.
- Identify opportunities to expand client service scope and demonstrate ongoing value.
- Oversee day-to-day delivery, ticket management, service performance, tools, and client reporting; ensure alignment with SLAs, KPIs, and continuous improvement plans.
- Establish operational health metrics and dashboards for executive reporting and forecasting.
- Partner with engineering, support, sales, and solution architecture teams on resources, service offerings, and delivery models; represent Managed Services in client pitches, RFPs, and renewals when needed.
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