Director of Operations MSP Service Delivery
WFA Digital Insight
As the demand for reliable IT services continues to grow, with a 27% increase in MSP adoption expected by 2027, professionals with a strong background in MSP service delivery are in high demand. bdManagedIT, a leading Managed IT Services Provider, is seeking a Director of Operations to oversee daily operational flow and improve service delivery. With the shift to remote work, companies are looking for leaders who can create structure, accountability, and consistency in a digital environment. Before applying, candidates should be aware that this role requires a unique blend of technical knowledge, operational expertise, and leadership skills, as well as the ability to work effectively in a remote setting.
Job Description
About the Role
The Director of Operations MSP Service Delivery is a critical role at bdManagedIT, responsible for leading the day-to-day operational engine of the company. This position requires a strong understanding of MSP service delivery, technical operations, and the ability to create structure, improve accountability, and strengthen service delivery. The Director of Operations will work closely with the leadership team to align operations with business goals and ensure the company's continued growth and success.The role entails overseeing daily operational flow across service delivery, projects, and internal priorities, as well as guiding service priorities, ticket flow, project handoffs, and escalation paths. The Director of Operations will also identify blockers, recurring issues, service gaps, and process breakdowns, and work to strengthen workflows, SOPs, communication, documentation, and accountability.
The ideal candidate will have experience in MSP service delivery, technical operations, or a similar IT services environment, with a proven track record of leading operations, service delivery, technical teams, managers, or team leads.
What You Will Do
- Oversee daily operational flow across service delivery, projects, and internal priorities
- 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
- Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps
- Work with company leadership to improve service standards, operational maturity, and long-term scalability
- Lead, coach, and support managers, team leads, and technical team members
- Create clarity around roles, expectations, priorities, and performance standards
What We Are Looking For
- 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
Nice to Have
- Experience with IT service management tools such as ServiceNow or JIRA
- Knowledge of cloud-based technologies such as AWS or Azure
- Certification in ITIL or a similar framework
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading Managed IT Services Provider
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible remote work arrangements
- Access to the latest technologies and tools
How to Stand Out
- Be prepared to discuss your experience with MSP service delivery and technical operations in detail
- Emphasize your ability to create structure, improve accountability, and strengthen service delivery in a remote setting
- Highlight your leadership skills and experience working with technical teams
- Make sure your resume and online profiles are up-to-date and showcase your relevant skills and experience
- Research the company and be prepared to ask informed questions about the role and the company's vision for the future
- Be prepared to provide specific examples of how you have improved service delivery and operational efficiency in previous roles
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