Director of Operations MSP Service Delivery

The role is for a hands-on operational leader in MSP service delivery, responsible for improving systems, creating consistency, and leading operational rhythm without being a technical fixer.

Location: Fully Remote

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Medical benefits
• Paid Time Off
• Paid holidays
• Supportive leadership culture focused on accountability, clarity, and continuous improvement

Additional Information

• This role is built for a hands-on operational leader who can stay close to service delivery without becoming the day-to-day technical fixer.
• The Director of Operations, MSP Service Delivery will lead operational rhythm, service accountability, workflow improvement, and team follow-through. Technical knowledge matters, but the primary value is knowing how to guide priorities, ask good questions, spot bottlenecks, and make sure the right person owns the right issue until it is resolved.
• 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.