Director of IT Operations

Realtime Recruitment; Dublin; On-site; EUR 120,000 - 180,000; Full time

Job summary

Realtime Recruitment seeks a commercially minded Operations Director to join the senior leadership team in Ireland. You will oversee day-to-day operations across Managed Services and Professional Services, driving governance, profitability and customer experience during a period of growth and transformation.

You will develop scalable operating models, lead leadership development, and partner with the Managing Director on strategic initiatives to expand technology-led services including

Qualifications

• Senior operational leadership experience in MSP/MSSP/IT Services/Tech Consulting environments.
• Proven experience scaling an organisation through growth and transformation.
• Strong background in service delivery and professional services management.
• Experience implementing operational excellence and continuous improvement programmes.
• Demonstrated organisational transformation and change management experience.
• Experience building and developing leadership teams.
• Strong commercial and financial acumen including profitability, utilisation, budgeting and forecasting.
• Experience engaging with customers and executives.

Responsibilities

• Lead day-to-day operations across Managed Services and Professional Services.
• Establish clear operational governance, KPIs and reporting.
• Drive improvements in customer experience, retention and service quality.
• Lead strategic customer reviews and act as a senior escalation point.
• Develop and strengthen the Professional Services function including project governance and profitability.
• Build a scalable operating model to support significant growth.
• Review organisational structures, management responsibilities and workforce needs.
• Lead continuous improvement, process standardisation, automation and AI-enabled efficiencies.
• Improve operational reporting, forecasting, resource utilisation and margins.
• Develop leadership capability, succession plans and career paths.
• Work with commercial leadership to ensure capacity supports growth.
• Partner with the Managing Director on business strategy and transformation.

Skills

Senior leadership

Service delivery

Commercial orientation

Financial acumen

ITIL/Lean/Six Sigma

Stakeholder engagement

Transformation/change mgmt

Job description

A growing Managed Services, Security and AI solutions provider is undergoing a significant period of transformation and growth, and are now looking for a commercially minded Operations Director to join the senior leadership team and work closely with the Managing Director.

The organisation is evolving from a traditional Managed Services Provider into a more scalable, technology-led business, helping clients leverage technology, cybersecurity, data and AI to deliver measurable business outcomes.

This is a key leadership position responsible for strengthening the operational structure of the business, improving service delivery and customer experience, and building the processes and leadership capability required to support significant future growth.

Key Responsibilities

• Lead the day-to-day operations across Managed Services and Professional Services.
• Establish clear operational governance, accountability, KPIs and reporting.
• Drive improvements in customer experience, retention and service quality.
• Lead strategic customer reviews and act as a senior escalation point where required.
• Develop and strengthen the Professional Services function, including project governance, resource planning, utilisation and profitability.
• Build a scalable operating model capable of supporting significant business growth.
• Review organisational structures, management responsibilities and workforce requirements.
• Lead continuous improvement, process standardisation, automation and AI-enabled efficiencies.
• Improve operational reporting, forecasting, resource utilisation and margins.
• Develop leadership capability, succession plans and career pathways.
• Work closely with commercial leadership to ensure operational capacity supports business growth.
• Partner with the Managing Director on business strategy and transformation.

Experience Required

• Senior operational leadership experience within an MSP, MSSP, IT Services or Technology Consulting environment.
• Proven experience scaling an organisation through a period of growth and transformation.
• Strong background in service delivery and professional services management.
• Experience implementing operational excellence and continuous improvement programmes.
• Demonstrated organisational transformation and change experience.
• Experience building and developing leadership teams.
• Strong commercial and financial acumen, including understanding of profitability, utilisation, budgeting and forecasting.
• Experience engaging with customers and stakeholders at executive level.
• ITIL, Lean, Six Sigma or similar operational excellence qualifications.
• Experience within a Microsoft-centric technology services environment.
• Exposure to cybersecurity, cloud, AI or consultancy-led services.
• Experience integrating acquisitions or leading significant business change.