Director of Operations

Dyrand Systems; Vancouver; Hybrid; CAD 90,000 - 110,000; Full time

Job summary

An established IT Managed Services Provider in the heart of Vancouver seeks an Operations Leader. This pivotal role will drive data-driven decisions and enhance client experiences while managing a dynamic service team. You will oversee operational efficiency, support staff development, and implement strategic initiatives that align with business goals. Join a forward-thinking organization that values innovation, teamwork, and a commitment to excellence in service delivery. If you are passionate about leading high-performing teams and making a significant impact in the MSP sector, this opportunity is for you.

Qualifications

• 5+ years experience in an MSP or related company.
• 4+ years in a leadership role with strong communication skills.

Responsibilities

• Deliver best client experience, monitor service KPIs daily.
• Collaborate with leadership to develop strategic plans.

Skills

Data Analysis

Leadership

Strategic Thinking

Collaborative Management

Self-Motivation

Job description

About Dyrand Systems

Dyrand Systems Inc is an established IT Managed Services Provider in Canada, headquartered in beautiful Downtown Vancouver. We provide a multitude of products and services, though our bread and butter is to provide our clients with a virtual IT department who monitors, manages, supports, and resolves their IT related pain-points.

We have a passion for growth, teamwork, and quality service delivery. The ideal candidate should be reliable, focused, pragmatic, and creative. You should enjoy solving problems and looking at challenges as opportunities.

Role Overview

As an Operations Leader, you thrive on data-driven decisions, can ruthlessly prioritize your tasks and things to do, excel in problem-solving, and keep clients and client experience at the forefront of everything you do. This is a hybrid-role, where you will work a minimum of 3 days in our Downtown Vancouver (Yaletown) office. You will work with an operationally mature service team, ensuring service efficiency, productivity, and effectiveness. You will play a key role in transforming Dyrand into a data-driven organization that values clients, people and culture, growth, innovation, and striving to be Vancouver’s best MSP.

Reporting Structure

Reporting directly to the CEO, the Director of Operations is responsible for overseeing the overall Operations of the business along with our Service. This role requires wearing multiple hats within the organization, strong communication skills, time management, and a commitment to accountability, coaching, and leadership are essential components of this role. The Service Manager and Service Pod Leads will report directly to the Director of Operations.

Key Responsibilities and Duties

• Client Experience and Accountability: Delivering the best possible experience to our clients with a sense of urgency. Monitor, measure, and manage Service and Operations-based KPIs daily, reporting to the leadership team weekly. Act as an escalation point for critical service issues, supporting the Service Manager

• Service: Work with the Service Manager to ensure service operates like a well-oiled machine. Conduct client audits as needed, review resolution times as well as technician output. You will own the Dyrand Service boards (Help Desk, SOC, NOC, Proactive alerting)

• Projects: Work with the CTO to ensure project team is meeting key deliverables, and is operating with the right tools and processes to meet client expectations and project deadlines

• Staff Management: Ensuring adequate staffing levels for all service delivery areas, including on-call coverage and recruitment needs. Work with the Service Manager to conduct regular one on ones and write and deliver quarterly performance reviews

• Strategic Planning: Collaborating with the leadership team to develop a strategic plan that aligns with business goals. Identify opportunities within the operations of our business to ensure Dyrand runs efficiently and is set up for sustained growth .

• Organizational Vision and Strategy: Collaborating with the CEO to set and drive organizational vision and operational strategy, translating strategy into actionable goals for performance and growth, and implementing organization-wide goal setting, performance management, and annual operations planning.

• Employee Productivity and Culture: Help build an inclusive culture that ensures team members thrive, and organizational outcomes are met. Co-own HR and Internal Policy Development. Work with the CTO on internal tool deployment.

• Process Improvement: Developing workflows, process improvements, and tools for resource implementation to enhance efficiency. Regular maintenance / upkeep of client documentation and internal Dyrand procedures

• Technology Knowledge: Maintaining a deep understanding of technology products and services applicable to the client base, including hardware, software, and Dyrand services, in collaboration with the Customer Success Team.

• Meetings and Collaboration: Participating in regular meetings with service team, service manager, leadership weekly meetings, as well as client calls, finance, and customer success when required

• Billing: Completing month-end billing/invoicing for project invoices

• Ownership of Service COGS: You will have a deep understanding of Service COGS, with an understanding of variances

Knowledge, Skills, and Requirements

• Experience: 5+ years working for an MSP or related company, and 4+ years in a leadership role.

• Industry Knowledge: Must have MSP experience

• Data Analysis: Advanced experience in data analysis, statistical modeling, and metric creation.

• Collaborative Management: Know when to pull others in, and when to drive and get things done

• Leadership: Demonstrated ability to lead and develop high-performing teams with a desire to grow

• Strategic Thinking: Out of the box thinker, with an ability to consider various povs - knows how to use resources to find answers!

• Self-Motivation: Be a self-starter, with the ability to work effectively in a fast-paced environment.

CEO Expectations

Invest in Our People: Ensure that team members are aware of growth opportunities, receive coaching and mentoring, and are inspired to provide exceptional service to our clients.

Focus on Closing Tickets: Shift the culture from merely collecting tickets to efficiently closing them, while maintaining a balance between output and optimal Customer Satisfaction (CSAT).

Achieve Rapid Response Times: Strive to achieve a response time of sub-30 minutes across all ticket queues, aiming for the highest standard in Managed Services.

Performance Improvement: Identify underperformers and collaborate with CEO and Service Manager to implement timely performance improvement plans with clear goals and timelines, ensuring that output remains a priority.

KPIs: Monitoring the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement. Introduce gamification to KPIs, rewarding top performers and making the work environment engaging and enjoyable. Strive towards creating an exceptional client experience by setting a new standard where: tickets are resolved within the same business day, problems are solved on the first call, and inbound calls from clients are answered without resorting to voicemail.

These expectations aim to foster a motivated and efficient team, delivering exceptional client experiences while driving the organization towards operational excellence.

Salary: Dependent on experience, knowledge, and skill level: $90,000 - $110,000 with additional target-based bonus.