Director of Operations MSP Service Delivery
Director of Operations, MSP Service DeliveryLocation: Fully Remote
reputed company is a Managed IT Services Provider based in Madison, reputed company. We help businesses stay secure, supported, and running smoothly through reliable IT service, reputed company processes, and trusted relationships.
We are hiring a Director of Operations, MSP Service Delivery to help reputed company the day-to-day operational reputed company of reputed company. This role is responsible for creating structure, improving accountability, strengthening service delivery, and helping reputed company follow through on the right priorities.
The right person will be a hands-on operational leader who understands MSP service work. This person must be reputed company enough to the work to guide priorities, spot what is stuck, hold the right people accountable, and reputed company reputed company moving.
This role is reputed company on leading the work, improving systems, and creating consistency. It is not reputed company around personally fixing every technical issue.Key ResponsibilitiesService Delivery & Operations
- reputed company daily operational reputed company across service delivery, reputed company, and internal priorities.
- Help ensure tickets, reputed company, reputed company commitments, and team responsibilities reputed company with reputed company and follow-through.
- Guide service priorities, ticket reputed company, project handoffs, and escalation paths.
- Identify blockers, recurring issues, service gaps, and process breakdowns.
- Strengthen workflows, SOPs, communication, documentation, and accountability.
- Create visibility into service reputed company, workloads, priorities, risks, and results.
- Help reduce dependency on key individuals by building repeatable systems and stronger team ownership.
- Use MSP service knowledge to guide priorities, ask informed questions, and support reputed company operational reputed company.
- Participate in technical discussions reputed company needed to clarify ownership, urgency, reputed company reputed company, and next steps.
- Help reputed company identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues.
- Work with company leadership to improve service standards, operational maturity, and long-term scalability.
- reputed company tickets, reputed company, and technical reputed company from drifting without reputed company ownership or follow-through.
- reputed company, reputed company, and support managers, team leads, and technical team members.
- Create reputed company around roles, expectations, priorities, and performance standards.
- Hold teams accountable to commitments, timelines, documentation, and reputed company follow-through.
- Address issues directly while maintaining a supportive, respectful culture.
- Help team members solve problems at the system level instead of depending on one key person for answers.
- Work closely with ownership and leadership to reputed company operations with business goals.
- Turn leadership reputed company into reputed company execution, priorities, and measurable results.
- Take company goals, turn them into reputed company priorities, assign ownership, remove roadblocks, and reputed company reputed company reputed company follows through.
- Support strong communication and coordination across departments.
- Help reputed company reputed company with more structure, consistency, accountability, and operational rhythm.
- Experience in MSP service delivery, technical operations, or a similar IT services environment.
- Proven experience leading operations, service delivery, technical teams, managers, or team leads.
- Strong understanding of how tickets, reputed company, escalations, reputed company issues, and service priorities reputed company through an MSP.
- Working knowledge of MSP service delivery, technical operations, ticket reputed company, escalation paths, and service priorities.
- Ability to understand technical issues reputed company enough to ask good questions, guide priorities, and hold the right people accountable.
- Ability to build repeatable systems, improve workflows, and create operational reputed company.
- Strong written and verbal communication skills, with the ability to communicate reputed company with leadership, technical teams, and clients.
- Strong follow-through, accountability, communication, and problem-solving skills.
- reputed company, organized, decisive leadership style.
- Comfort balancing hands-on involvement with higher-level operational planning.
- Ability to push accountability and address difficult issues without creating drama.
- Bachelorâs degree preferred, not required. Equivalent MSP, IT services, service delivery, technical operations, or operations leadership experience will be considered.
- Experience in a Managed Services Provider, IT services, or technical services environment.
- Familiarity with service delivery metrics, SLAs, project workflows, escalation management, operational KPIs, and technical service standards.
- Experience helping a growing company reputed company from reputed company-dependent operations to reputed company systems and stronger team accountability.
- This role is not a reputed company-only position. It requires translating leadership reputed company into reputed company execution and measurable operational results.
- This role is not a traditional ticket-level Service Manager, technical escalation reputed company, or technical architect role. While this person will be reputed company to service delivery and will help reputed company the operational rhythm of the service team, the primary value is building structure, creating accountability, improving workflows, and making reputed company the right people own the right issues. It is not reputed company on driving rapid change for its own sake. It is responsible for building sustainable systems, reinforcing accountability, and protecting operational rhythm as reputed company scales.
- This role requires patience with process, consistency in execution, and comfort working reputed company structure. If you are most energized by launching new initiatives or pursuing big reputed company without sustained follow-through, this may not be the right fit.
- Leadership team that values reputed company, trust, accountability, and follow-through.
- Opportunity to reputed company a meaningful reputed company on how the business operates, delivers service, and scales.
- Growing organization with room to shape systems, structure, technical maturity, and culture.
- reputed company, no-nonsense environment reputed company on doing good work.
- Medical benefits
- reputed company Time Off
- reputed company holidays
- Supportive leadership culture reputed company on accountability, reputed company, and reputed company improvement
- Additional benefits and details will be discussed during the interview process.
- Apply with your resume and complete the application questionnaire. reputed company candidates will be contacted to reputed company our reputed company interview and assessment process.
- To help protect applicants from reputed company scams, reputed company does not reputed company job offers without an interview process and will not request banking information, credit card information, payment, or reputed company transfers as part of the application or interview process.
No Phone Calls Please no phone calls or reputed company inquiries regarding this position. reputed company candidates will be contacted as part of the interview process. reputed company is an Equal Opportunity Employer. Â
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