Director of Managed Services Delivery

Swooped; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Swooped is seeking an Operations Director - Managed Services in the United States to lead the strategic direction and performance of the Managed Services delivery organization. You will drive customer satisfaction, scale delivery, optimize processes, and partner with sales, engineering, and executives to expand services across multiple teams.

The role requires 6+ years IT experience and 4+ years in IT operations leadership, with a strong focus on KPIs, SLAs, onboarding, and continuous service

Qualifications

• Six (6) or more years of progressive IT experience and four (4) or more years overseeing IT operations delivery, required.
• Project and program management experience across multiple streams of work, strong leadership credentials.

Responsibilities

• Define and execute the strategic vision for Managed Services operations, coordinating services functions and client experience across service lines to align delivery goals with broader business objectives.
• Lead, mentor, and grow a team of managers, service leads, and delivery professionals while fostering accountability and client-centricity.
• Oversee day-to-day delivery and performance across managed services teams, including ticket management, service delivery, software and tools, client reporting, and SLAs.
• Drive initiatives to enhance operational maturity, scalability, and value realization, and standardize operations.

Skills

Strategic IT leadership

IT operations management

Program management

Client relationship management

Data-driven decision making

IT strategy

Education

Bachelor's degree in IT/Computer Science

Tools

Azure platform

Job description

Swooped is seeking an Operations Director - Managed Services in the United States to lead the strategic direction and performance of the Managed Services delivery organization. You will drive customer satisfaction, scale delivery, optimize processes, and partner with sales, engineering, and executives to expand services across multiple teams.

The role requires 6+ years IT experience and 4+ years in IT operations leadership, with a strong focus on KPIs, SLAs, onboarding, and continuous service