Director of Managed Services Operations

Nordic; United States; Remote; USD 150,000 - 190,000; Full time

Job summary

Nordic is seeking a Director of Operations, Managed Services to lead and coordinate activities across the Managed Services team and internal partners. You will prioritize cross-functional initiatives, drive efficiency, and innovate tools and methodologies to improve client and internal outcomes.

You will serve on the Managed Services leadership team, partner with IT, PMO, HR, Finance, and other units, and mentor future leaders while controlling performance and delivery across multiple projects.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years practical business experience with shared services departments.
• Experience in IT services preferred.
• ITIL knowledge preferred.
• Experience with ticketing systems and change management preferred.
• Strong business acumen and understanding of business operations.
• Continuous process improvement experience required.
• Lean and Six Sigma experience preferred.
• Data-driven decision making and analytics experience.

Responsibilities

• Provide leadership to the Managed Services Operations team and align priorities.
• Set and manage expectations, provide coaching, and review performance.
• Conduct regular team check-ins and share best practices.
• Coordinate with Nordic departments to ensure project alignment and prioritize initiatives.
• Develop and implement tools and processes for operational efficiency and quality.
• Oversee operational output against objectives and drive continuous improvement.
• Mentor team members to grow leaders within Nordic.
• Collaborate with Finance to support accurate financial reporting and SLAs.

Skills

Strong leadership

Business acumen

Coaching & feedback

Data-driven decisions

Effective communication

Change management

Cross-functional collaboration

MS Office / collaboration tools

Education

Bachelor's degree or equivalent experience

3+ years with shared services experience

Tools

ITIL knowledge

Ticketing systems & change management

Job description

Nordic is seeking a Director of Operations, Managed Services to lead and coordinate activities across the Managed Services team and internal partners. You will prioritize cross-functional initiatives, drive efficiency, and innovate tools and methodologies to improve client and internal outcomes.

You will serve on the Managed Services leadership team, partner with IT, PMO, HR, Finance, and other units, and mentor future leaders while controlling performance and delivery across multiple projects.