Operations Director - Managed Services

Swooped; United States; Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Strategic IT leadership

IT operations management

Program management

Client relationship management

Data-driven decision making

IT strategy

Formation

Bachelor's degree in IT/Computer Science

Outils

Azure platform

Description du poste

The Operations Director - Managed Services is a leadership role responsible for the strategic direction, operational excellence, and overall performance of the Managed Services delivery organization. This individual drives customer satisfaction, scales delivery operations, optimizes internal processes, drives software and tools ROI, and partners with sales, engineering, and executive stakeholders to expand the service footprint while leading multiple teams across delivery, client success, and service management.

Key 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 a culture of accountability, client-centricity, and continuous learning.


• Oversee day-to-day delivery and performance across managed services teams, including ticket management, service delivery, software and tools, client reporting, and alignment with SLAs, KPIs, and continuous service improvement plans.


• Drive initiatives to enhance operational maturity, scalability, value realization, standardized operations, and client onboarding.


• Establish and track operational health metrics, dashboards, and reporting to support executive forecasting.


• Lead client-facing operational strategy sessions, serve as an escalation point for high-priority clients, and advise clients on support trends, IT operations maturity, and service performance improvements.


• Partner with sales, engineering, support leadership, and solution architecture teams to ensure appropriate technical resource allocation, define service offerings, and support client pitch meetings, RFPs, and renewal discussions as needed.


• Identify opportunities to expand service scope and demonstrate ongoing value to drive strategic account growth.

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 - 8+ years exp.


• Relationship and team management - 8+ years exp.


• Project or service delivery management of multi-project programs, or a demonstrated ability to manage multiple streams of work - 5+ years exp.


• Experience in IT strategy, business requirements gathering, IT roadmaps and advisory, preferred


• Experience in IT Service Management, Operations, or processes improvement and definition, preferred


• Experience overseeing delivery teams and measure against defined KPIs, preferred


• Experience operating in the Microsoft ecosystem and/or with the Azure platform, preferred

Additional Information

• At this time, the organization cannot sponsor applicants for work visas.


• The organization is dedicated to building a diverse, inclusive, and authentic workplace; candidates whose background does not align perfectly with every qualification are encouraged to apply.