Director of Operations MSP Service Delivery

GlobalRemote

Responsibilities

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.
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.
Support strong communication and coordination across departments.

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.
Bachelorâs degree preferred, not required. Equivalent MSP, IT services, service delivery, technical operations, or operations leadership
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.
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Turn leadership vision into clear execution, priorities, and measurable results.
This role is not a strategy-only position. It requires translating leadership vision into structured execution and measurable operational results.
Collaborative, no-nonsense environment focused on doing good work. Benefits & Perks Medical benefits Paid Time Off Paid holidays
Compensation Expected base salary range will be commensurate with experience. How to Apply
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

bdManagedIT is a Managed IT Services Provider based in Madison, Georgia.
We help businesses stay secure, supported, and running smoothly through reliable IT service, clear processes, and trusted relationships.
We are hiring a Director of Operations, MSP Service Delivery to help lead the day-to-day operational engine of the company.
This role is responsible for creating structure, improving accountability, strengthening service delivery, and helping the team 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 close enough to the work to guide priorities, spot what is stuck, hold the right people accountable, and keep the team moving.
This role is focused on leading the work, improving systems, and creating consistency. It is not built around personally fixing every technical issue. Key
Help ensure tickets, projects, client commitments, and team
responsibilities move with clarity and follow-through.
Help reduce dependency on key individuals by building repeatable systems and stronger team ownership. Service & Technical Operations Leadership