Director, 24x7 Managed Services Operations

Trace3

Louisville (KY)

On-site

USD 150,000 - 210,000

Full time

5 days ago

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Benefits offered by this job

Medical, dental and vision plans

401(k) with employer match

Competitive compensation

Training and development programs

Office snacks and beverages

Collaborative and cool culture

Work-life balance

Generous paid time off

Job summary

Trace3 in Louisville seeks a Director of Managed Services to oversee client engagements, operational performance, and governance for the Client Experience and Service Delivery Management teams. You will lead a 24x7 distributed operations organization, drive financial planning and forecasting, and execute the vision for service delivery while ensuring profitability and high client satisfaction.

The role requires 10+ years of managing complex multi-tenant infrastructure, ITIL v4 experience, and

Qualifications

Proven ability to lead a distributed 7x24 operations team.
Experience with ITIL v4 framework standards.
Strong strategic planning and analytics skills.
Financial acumen including P&L understanding.

Responsibilities

Oversee all aspects of service engagements, operations, and governance for the Client Experience and Service Delivery Management teams.
Lead a 24x7x365 operations group with distributed resources across states; manage staffing, budgeting, and quality control.
Develop and refine SOPs, set department goals, metrics, and KPIs; ensure profitability and client satisfaction.
Act as a client liaison and SME for Managed Services capabilities and limitations.
Provide leadership in financial planning and forecasting for the business unit.