Our client is seeking a Sr. Direct of Service Delivery Operations to oversee all delivery operations for their IT Managed Services offerings, ensuring consistent standards, resource management, and service quality across both practices.
This role is responsible for ensuring operational excellence, profitability, and scalability across the company's managed services. This role serves as the operational backbone of the organization by translating strategic goals into disciplined execution and ensuring consistent, high-quality service delivery across the IT MSP.
They will lead all aspects of service operations, including the Service Desk, Technical Alignment, and Professional Services. Success in this role requires building and sustaining strong structures that promote accountability, efficiency, and predictable performance.
Through effective leadership, data-driven management, and continuous process improvement, this individual will ensure operations will maintain reliable results that meet company targets, deliver exceptional client outcomes, and maintain healthy profit margins.
This role is also responsible for aligning operational performance with company strategy, optimizing resource allocation, workforce management, and delivery processes to meet evolving client and business demands. By instilling a culture of discipline, collaboration, and ownership, the leader of Service Delivery Operations enables scalable growth, improved client satisfaction, and sustainable profitability.
Key Qualifications
- Operational Excellence and Execution: Own end-to-end service delivery across all technical and professional services teams, ensuring consistent SLA performance, capacity alignment, and seamless execution of company strategy.
- Process Optimization and Stability: Design, standardize, and continuously improve scalable operational frameworks, leveraging automation, data, and cross-functional alignment to drive efficiency and growth.
- People Leadership and Culture Stewardship: Lead and develop high-performing service delivery leaders, fostering a culture of accountability, collaboration, and continuous professional growth.
- Financial and KPI Accountability: Drive operational financial performance by owning service delivery P&L, ensuring margin and utilization targets are met, and using KPIs to guide data-driven decisions.
- Strategic collaboration ro enable strategic growth and revenue expansion: Partner with executive leadership to align technology, operations, and company strategy while actively contributing to enterprise-level planning and execution.
Core Competencies
- Proven success in leading cross functional teams
- Strong knowledge of IT MSP service delivery KPIs
- Demonstrated ability to scale processes and drive operationsl efficiency
- Excellent leadership, coaching, and people management skills
- Strong financial acumen (P&L, utiliization, KPI management)
- Experience leading cultural transformation and building accountability-driven teams
