Director, Managed Services Operations — 24/7 Leader

Trace3; Chicago (IL); On-site; USD 170,000 - 240,000; Full time

Benefits offered by this job

Comprehensive medical, dental andview

Job summary

Trace3 is seeking a Director of Managed Services to lead the Client Experience and Service Delivery Management teams. You will oversee all aspects of engagements, governance, resource management, and profitability while coordinating with executives and clients.

The role requires strong leadership of a distributed, 24x7 team, strategic planning, and deep ITIL knowledge to drive transformative initiatives and maintain service excellence across multiple states and vendor partnerships.

Qualifications

• 10+ years managing complex, multi-tenant infra tools and systems.
• 8+ years in a multi-tenant service provider environment.
• Experience with ITIL v4 framework standards.
• Strong strategic planning, analytics, execution, and service delivery excellence.
• Financial acumen – understanding gross profit and net income terms.
• Problem-solving with customer, business acumen, and creativity.

Responsibilities

• Direct a 24x7x365 operations team with distributed resources across multiple states and remote capacities.
• Oversee planning, staffing, cost estimation, scheduling, quality control, delivery, and ops oversight.
• Develop department goals, KPIs, and benchmark against industry trends.
• Refine SOPs with control mechanisms for seamless delivery.
• Ensure deadlines and service commitments are met with accountable resources.
• Mentor teams to support professional development and growth.
• Analyze financial reports (e.g., P&L) to maintain profitability and drive efficiencies.
• Serve as SME and client liaison, aligning ops with capabilities.
• Lead transformative initiatives and governance across engagements.
• Identify and implement tools, processes to improve efficiency and market differentiation.
• Define milestone-driven roadmaps from baselined operations to close gaps.

Skills

Lead distributed teams

ITIL v4 familiarity

Financial acumen

Strategic planning

Analytical skills

Tools

ITIL v4 framework

Job description

Trace3 is seeking a Director of Managed Services to lead the Client Experience and Service Delivery Management teams. You will oversee all aspects of engagements, governance, resource management, and profitability while coordinating with executives and clients.

The role requires strong leadership of a distributed, 24x7 team, strategic planning, and deep ITIL knowledge to drive transformative initiatives and maintain service excellence across multiple states and vendor partnerships.