Director, MSP Operations & Strategy

Bulletproof; Boston (MA); Hybride; USD 150 000 - 190 000; Plein temps

Avantages offerts par ce poste

Comprehensive medical, dental, and vis

Employer matched 401(k)

Disability and life insurance

Performance bonus & recognition

Generous PTO policy

Certifications reimbursement

Volunteer time off

Résumé du poste

Bulletproof is seeking a Managed Services Director to lead a comprehensive MSP portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and NOC/TOC operations. You will translate strategy into scalable, resilient service delivery while focusing on customer outcomes and industry best practices.

The role emphasizes strong leadership, collaboration across departments, and ongoing process improvements to drive financial efficiency and growth.

Qualifications

• 10+ years in ITOperations, Managed Services, or Service Delivery leadership roles.
• Proven experience leading multi-team service delivery in a multi-client environment.
• Strong ITIL-based service management expertise and preferred ITIL certification.
• Ability to manage high-impact incidents, escalations, and operational crises.
• Experience with budgeting, cost management, and resource planning.

Responsabilités

• Lead operational strategy, service delivery vision, and performance objectives.
• Govern ITIL-aligned processes across Service Desk, Infrastructure and NOC/TOC.
• Oversee service delivery metrics, incident response, and customer satisfaction.
• Drive cross-functional projects like onboarding, tool modernization, and new services.
• Support budgeting, capacity planning, and pricing analyses for services.
• Collaborate across Managed Services, Customer Success, Sales, HR and Finance.
• Develop and mentor the operations management team for growth.
• Ensure quality standards and pass audits through security and compliance.

Connaissances

Service delivery leadership

ITIL-based service management

Cross-functional leadership

Executive communication

Incident management

Outils

ITSM platforms

Monitoring tools

Cloud infrastructure

Description du poste

Bulletproof is seeking a Managed Services Director to lead a comprehensive MSP portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and NOC/TOC operations. You will translate strategy into scalable, resilient service delivery while focusing on customer outcomes and industry best practices.

The role emphasizes strong leadership, collaboration across departments, and ongoing process improvements to drive financial efficiency and growth.