Operations Manager - Concertium - Remote

The Remote Job Journal; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

A leading managed services provider is looking for an Operations Manager/Director to enhance client satisfaction while overseeing service delivery, engineering, and quality assurance. This dynamic role requires a self-motivated leader who excels in communication and operational excellence, and is passionate about driving continuous improvement across services.

Qualifications

• 10+ years of experience in Managed Services Provider or IT operations with a leadership role.
• Expertise in service delivery, IT asset management, and cybersecurity frameworks.
• Strong judgment and ability to communicate effectively with diverse audiences.

Responsibilities

• Oversee delivery of managed IT services and ensure client SLAs are met.
• Collaborate with teams to implement and maintain cybersecurity controls.
• Build and mentor high-performing teams, fostering a culture of accountability.

Skills

Communication

Leadership

Attention to Detail

Process Optimization

Analytical Thinking

Education

Bachelor’s degree in Information Technology, Engineering, or related field

Job description

Position Overview

The Operations Manager/Director at Concertium is responsible for the end-to-end oversight of the following areas; service delivery, engineering, IT asset management, security services, and quality assurance within our managed services division. This individual will drive operational excellence, ensure client satisfaction, and champion continual service improvement across all technical and service functions. The ideal candidate is a highly communicative self-starter with exceptional judgment, attention to detail, and a passion for process optimization and innovation.

Key Traits & Persona

• Highly communicative and transparent, yet discerning in client interactions
• Self-motivated, proactive, and results-oriented
• Detail-focused with a strong sense of ownership and accountability
• Passionate about continuous improvement and operational excellence
• Collaborative leader who empowers teams and builds trust across all levels of the organization
• Positive presence and friendly with internal/external contacts

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Engineering, Security, Science, or related field
• 10+ years of progressive experience in a Managed Services Provider, IT operations, or related fields, with at least 5 years in a leadership role
• Proven expertise in service delivery, IT asset management, security tooling, and quality assurance within a managed services or MSP environment
• Strong knowledge of ITIL, cybersecurity frameworks, and industry regulations
• Exceptional communication skills—verbal, written, and interpersonal—with the ability to tailor messaging to diverse audiences
• Demonstrated ability to lead, develop, and inspire technical and operational teams
• High attention to detail, analytical thinking, and a relentless drive for process improvement
• Sound judgment regarding client communications and sensitive information
• Self-starter with a proactive approach to problem-solving and decision-making
• Experience with vendor management, budgeting, and resource planning

Key Responsibilities

• Service Delivery Oversight: Oversee the delivery of managed IT services alongside the Service Delivery Manager, ensuring all client SLAs and KPIs are consistently met or exceeded. Monitor service desk performance, incident response, and escalation processes to guarantee a world-class client experience.
• Engineering & Technical Leadership: Working with the Engineering Manager to oversee engineering teams responsible for infrastructure, cloud, and application support. Ensure technical solutions are robust, scalable, and aligned with client needs and industry best practices.
• IT Asset Management: Direct the lifecycle management of all IT assets, including procurement, deployment, tracking, and decommissioning. Ensure compliance with licensing, regulatory, and security requirements.
• Security Services: Collaborate with security teams to implement and maintain cybersecurity controls within the MSP client base, identity management, and compliance initiatives. Serve as a backup escalation point for security incidents and risk management.
• Quality Assurance: Work with the Quality Assurance Manager to develop and enforce quality assurance standards and processes. Regularly review operational metrics, conduct root cause analyses, and implement corrective actions to drive continual service improvement.
• Process & Policy Development: Design, document, and refine operational procedures and SOPs. Champion ITIL and industry best practices to optimize efficiency and consistency across all service areas leveraging Kaizen principles to drive service improvement and repeatable outcomes.
• Client Communication & Relationship Management: Serve as a primary point of contact for clients, ensuring clear, timely, and appropriate communication. Exercise sound judgment in determining what information to share, balancing transparency with discretion.
• Team Leadership & Development: Build, mentor, and motivate high-performing cross-functional teams. Foster a culture of accountability, collaboration, and continuous learning.
• Strategic Planning & Reporting: Collaborate with executive leadership to set operational goals, budgets, and long-term strategies. Provide regular reporting on performance, risks, and improvement initiatives.

Why Join Concertium?

At Concertium, you’ll play a pivotal role in shaping the future of managed IT services for our clients. You’ll have the autonomy to innovate, the support to grow, and the opportunity to make a lasting impact on our business and the clients we serve.

Concertium is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.