Head of Operations & Service Delivery

Technology Lab; Nashville (TN); On-site; USD 180,000 - 240,000; Full time

Job summary

Technology Lab is seeking a Vice President of Operations in Nashville to oversee day-to-day planning and execution of technical services for clients. You will lead Service Desk, Network Operations, Field Services, Procurement, and Project teams while driving efficiency and service quality.

The role requires aligning with executive strategy and delivering on budgets. The ideal candidate has 10+ years in IT operations, strong leadership, ITIL knowledge, and expertise in cloud, cybersecurity, and

Qualifications

• 10+ years of IT operations experience, preferably within an MSP or technology service provider.
• Proven leadership experience managing large, diverse teams across technical and operational departments.
• In-depth understanding of ITIL framework, service management, and MSP business models.
• Strong knowledge of cloud services, network infrastructure, cybersecurity, and managed services.
• Excellent financial management skills, with budgeting, forecasting, and cost control.
• MBA or equivalent preferred indicates advanced business acumen.

Responsibilities

• Oversee daily operations including managed services, technical support, project services, and procurement.
• Develop and implement operational policies and procedures aligned with company goals and best practices.
• Ensure SLAs and performance metrics are consistently met or exceeded.
• Optimize the service delivery model through resource allocation, workflows, and system enhancements.
• Lead and mentor department heads including Help Desk Director and Project Managers.
• Foster a high-performance culture with accountability and professional development across teams.
• Collaborate with HR on recruiting, onboarding, and retention of top talent.
• Drive continuous improvements to service quality and client satisfaction through leadership.

Skills

Strategic Thinking

Analytical Skills

Leadership & Mentorship

Problem-Solving

Customer Focus

Education

Bachelor’s degree in business administration or IT (MBA preferred)

Job description

Technology Lab is seeking a Vice President of Operations in Nashville to oversee day-to-day planning and execution of technical services for clients. You will lead Service Desk, Network Operations, Field Services, Procurement, and Project teams while driving efficiency and service quality.

The role requires aligning with executive strategy and delivering on budgets. The ideal candidate has 10+ years in IT operations, strong leadership, ITIL knowledge, and expertise in cloud, cybersecurity, and