Director of Operations MSP Service Delivery | JobSetuu

Description

Job Overview

• Source: RemoteOK

Job Description

• Oversee daily operational flow across service delivery, projects, and internal priorities.
• Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through.
• Guide service priorities, ticket flow, 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 quality, 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 better operational decisions.
• Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps.
• Help the team 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.
• Keep tickets, projects, and technical decisions from drifting without clear ownership or follow-through.

• Lead, coach, and support managers, team leads, and technical team members.
• Create clarity around roles, expectations, priorities, and performance standards.
• Hold teams accountable to commitments, timelines, documentation, and client 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 align operations with business goals.
• Turn leadership vision into clear execution, priorities, and measurable results.
• Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through.
• Support strong communication and coordination across departments.
• Help the company scale 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, projects, escalations, client issues, and service priorities move through an MSP.
• Working knowledge of MSP service delivery, technical operations, ticket flow, escalation paths, and service priorities.
• Ability to understand technical issues well enough to ask good questions, guide priorities, and hold the right people accountable.
• Ability to build repeatable systems, improve workflows, and create operational cadence.
• Strong written and verbal communication skills, with the ability to communicate clearly with leadership, technical teams, and clients.
• Strong follow-through, accountability, communication, and problem-solving skills.
• Calm, 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.
• Bachelor’s 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 move from owner-dependent operations to scalable systems and stronger team accountability.

• This role is not a strategy-only position. It requires translating leadership vision into structured execution and measurable operational results.
• This role is not a traditional ticket-level Service Manager, technical escalation point, or technical architect role. While this person will be close to service delivery and will help lead the operational rhythm of the service team, the primary value is building structure, creating accountability, improving workflows, and making sure the right people own the right issues. It is not focused on driving rapid change for its own sake. It is responsible for building sustainable systems, reinforcing accountability, and protecting operational rhythm as the company scales.
• This role requires patience with process, consistency in execution, and comfort working within structure. If you are most energized by launching new initiatives or pursuing big ideas without sustained follow-through, this may not be the right fit.

• Leadership team that values clarity, trust, accountability, and follow-through.
• Opportunity to make a meaningful impact on how the business operates, delivers service, and scales.
• Growing organization with room to shape systems, structure, technical maturity, and culture.
• Collaborative, no-nonsense environment focused on doing good work.

• Medical benefits
• Paid Time Off
• Paid holidays
• Supportive leadership culture focused on accountability, clarity, and continuous improvement
• Additional benefits and details will be discussed during the interview process.

• Apply with your resume and complete the application questionnaire. Qualified candidates will be contacted to begin our structured interview and assessment process.
• To help protect applicants from recruiting scams, bdManagedIT does not make job offers without an interview process and will not request banking information, credit card information, payment, or money transfers as part of the application or interview process.

No Phone Calls
Please no phone calls or direct inquiries regarding this position. Qualified candidates will be contacted as part of the interview process.

bdManagedIT is an Equal Opportunity Employer.
 

Expert Career Tips for Director of Operations MSP Service Delivery Roles

To succeed in a competitive market as a Director of Operations MSP Service Delivery , you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Director of Operations MSP Service Delivery requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Director of Operations MSP Service Delivery position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.