Director, Managed Services — 24x7 Global Ops Leader

Trace3; Phoenix (AZ); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Paid time off

Training programs

Snacks and beverages

Collaborative culture

Work-life balance

Job summary

Trace3 is seeking a Director of Managed Services to oversee all aspects of service engagements, operational performance, initiatives, and governance for Client Experience and Service Delivery Management. You will manage the department’s deadlines, resources, and profitability while aligning with Trace3’s strategy.

The role requires leadership across a distributed team, strategic financial planning, and collaboration with senior executives to drive transformative initiatives and client success.

Qualifications

• 10+ years managing complex, multi-tenant infrastructure tools and systems including on-premises and cloud-connected technologies.
• 8+ years in a multi-tenant service provider environment.
• Experience with ITIL v4 framework standards.
• Strong strategic planning, analytics, execution, and service delivery excellence.

Responsibilities

• Direct a 24x7x365 operations team with distributed resources across multiple states.
• Oversee staffing, training, cost estimation, scheduling, quality control, delivery and operational oversight.
• Develop department goals, metrics and KPIs; benchmark against industry standards.
• Create and refine standard operating procedures with control mechanisms.
• Ensure accountability for deadlines, schedules and services; manage resources.

Skills

Team leadership

Operational management

Financial planning

P&L management

Vendor management

ITIL v4 knowledge

Strategic planning

Analytical skills

Problem solving

Communication

Tools

ITIL v4 framework

Job description

Trace3 is seeking a Director of Managed Services to oversee all aspects of service engagements, operational performance, initiatives, and governance for Client Experience and Service Delivery Management. You will manage the department’s deadlines, resources, and profitability while aligning with Trace3’s strategy.

The role requires leadership across a distributed team, strategic financial planning, and collaboration with senior executives to drive transformative initiatives and client success.