We are seeking a visionary, results-driven Director of Operations to lead and scale the delivery organization of a growing IT services company. This individual will assume comprehensive ownership of service delivery, project execution, operational performance, and divisional profit and loss (P&L) while providing strategic direction to an already thriving and rapidly expanding business ecosystem.

The Director of Operations will oversee the full spectrum of client delivery, including long- and short-term IT projects, ongoing managed services, and daily break-fix support. This leader will ensure that the organization delivers exceptional client outcomes while maintaining operational discipline, developing high-performing teams, improving efficiency, and maximizing profitability.

This role requires a leader who can balance strategic vision with hands-on operational execution. The ideal candidate has a proven track record of managing operations within an IT services provider, developing project management teams, optimizing service delivery, and translating business objectives into scalable processes and measurable results.

The successful candidate will serve as the operational leader of the division, empowering teams, strengthening accountability, identifying growth opportunities, and building the infrastructure necessary to support continued expansion.

Key Responsibilities

1. Operational Leadership & Strategic Direction

• Own the overall operational direction, performance, and execution of the division across all service delivery functions.
• Develop and implement a forward-looking operational strategy that supports continued growth, scalability, and long-term business objectives.
• Serve as a visionary leader who identifies opportunities to improve service delivery, expand capabilities, and strengthen the division's competitive position.
• Establish clear operational standards, performance expectations, accountability structures, and measurable objectives across teams.
• Build repeatable, scalable processes that support increasing client volume, project complexity, and service demand.
• Partner with executive leadership to align operational priorities with broader company goals and growth initiatives.
• Identify operational risks, capacity constraints, and opportunities for innovation before they impact business performance.

2. Service Delivery & Client Success

• Oversee the entirety of service delivery, including project-based engagements, recurring IT services, and daily break-fix support.
• Ensure work is delivered on time, within scope, within budget, and in accordance with established quality standards and client expectations.
• Maintain visibility into service performance, ticket backlogs, response and resolution times, project milestones, resource utilization, and client satisfaction.
• Establish and refine service delivery workflows, escalation procedures, quality controls, and communication standards.
• Ensure effective coordination between service desk personnel, technical teams, project managers, and other operational stakeholders.
• Drive continuous improvement in service quality, responsiveness, efficiency, and consistency.
• Address escalated client and delivery issues with urgency, sound judgment, and a focus on long-term client relationships.
• Ensure the organization has the staffing, tools, processes, and leadership necessary to meet service commitments.

3. Project Management & Execution

• Direct and develop the project management function, ensuring consistent execution across short-term engagements and complex, long-term projects.
• Manage, mentor, and hold project managers accountable for delivery timelines, budgets, scope, resource planning, risk management, and client communication.
• Establish standardized project management methodologies, reporting structures, and governance practices.
• Monitor project health, identify delivery risks, and implement corrective action when projects deviate from established objectives.
• Ensure appropriate coordination between project managers, technical resources, clients, and leadership.
• Improve project forecasting, resource allocation, scheduling, utilization, and delivery predictability.
• Drive consistency in project documentation, change management, closeout procedures, and post-project reviews.

4. Divisional P&L & Financial Performance

• Own divisional financial performance, including revenue, gross margin, operating expenses, and profitability in accordance with the company's financial reporting structure.
• Develop and manage operational budgets, financial forecasts, staffing plans, and resource allocation strategies.
• Monitor key financial and operational indicators to identify margin erosion, inefficiencies, underutilization, and opportunities for improvement.
• Ensure projects and service engagements are appropriately scoped, resourced, priced, and executed to meet financial objectives.
• Partner with finance and executive leadership to maintain accurate forecasting, financial visibility, and performance reporting.
• Establish accountability for financial outcomes across project management and service delivery leadership.
• Drive sustainable profitability without compromising service quality, employee development, or client satisfaction.

5. Team Leadership & Development

• Lead, mentor, and develop project managers and other operational leaders, building a culture of ownership, accountability, collaboration, and continuous improvement.
• Set clear expectations for individual and team performance, providing coaching and constructive feedback to support professional growth.
• Assess organizational structure, leadership capabilities, staffing levels, and resource needs as the division scales.
• Recruit, develop, and retain high-performing talent while fostering a culture of operational excellence.
• Establish effective communication and reporting rhythms across the division.
• Delegate appropriately while maintaining clear accountability for divisional outcomes.
• Develop future leaders and build a sustainable management structure that reduces operational dependency on any single individual.

6. Systems, Processes & Continuous Improvement

• Optimize operational workflows, policies, procedures, and reporting systems to improve visibility, efficiency, and consistency.
• Leverage professional services automation (PSA) and related business systems to improve ticket management, project tracking, resource utilization, financial reporting, and operational decision-making.
• Establish and maintain meaningful key performance indicators (KPIs) and management dashboards.
• Identify opportunities to automate manual processes, reduce administrative overhead, and eliminate recurring delivery bottlenecks.
• Promote data-driven decision-making and continuous operational improvement.
• Ensure operational systems and processes support both current business demands and future growth.

Qualifications & Experience

Required Qualifications

• 5+ years of management experience within an IT services company, managed service provider (MSP), or comparable technology services organization.
• Demonstrated experience leading service delivery, technical operations, project execution, or a combination of these functions.
• Proven ability to manage and develop project managers, team leads, or other operational personnel.
• Experience overseeing multiple concurrent projects, ongoing client support operations, and competing resource demands.
• Demonstrated understanding of divisional financial performance, budgeting, forecasting, cost management, and profitability.
• Strong knowledge of IT service delivery models, ticketing and escalation workflows, client service expectations, and operational performance metrics.
• Experience building processes, improving operational efficiency, and supporting organizational growth.
• Excellent leadership, communication, problem-solving, prioritization, and decision-making skills.
• Ability to operate at both the strategic and tactical levels, moving comfortably between executive planning and day-to-day operational challenges.
• A strong sense of ownership, urgency, accountability, and commitment to client success.

Preferred Qualifications

• Autotask experience is a significant advantage, particularly in PSA administration, service delivery workflows, project management, reporting, time entry, resource utilization, and financial visibility.
• Experience working within an MSP or IT services provider delivering a combination of managed services, project work, and break-fix support.
• Experience overseeing both recurring service revenue and project-based revenue streams.
• Familiarity with service desk operations, SLA management, escalation management, and technician utilization.
• Experience implementing operational dashboards, standardized project methodologies, and performance management frameworks.
• Experience scaling an IT services organization through periods of rapid growth.
• Familiarity with ITIL principles, service management best practices, and relevant project management methodologies.
• Project management or IT service management certifications are beneficial but not required.

Leadership Profile

The ideal candidate is an established IT services leader who combines operational rigor, financial acumen, strategic vision, and strong people leadership.

This individual should be:

• A visionary: Able to see where the business needs to go and build a practical roadmap to get there.
• An owner: Accountable for outcomes across the division, not merely the completion of assigned tasks.
• Financially disciplined: Comfortable making decisions that balance revenue growth, margin, resource utilization, and client satisfaction.
• Operationally excellent: Focused on consistency, efficiency, accountability, and measurable improvement.
• A developer of people: Capable of coaching project managers and building a strong leadership bench.
• A scalable thinker: Able to establish systems and processes that support growth without introducing unnecessary complexity.
• Client-focused: Committed to dependable delivery, transparent communication, and long-term client relationships.
• Decisive and adaptable: Able to prioritize competing demands and make sound decisions in a fast-paced service environment.

First-Year Success Expectations

The Director of Operations will be expected to establish a strong understanding of the business, build credibility with the team, and deliver measurable improvements in operational and financial performance.

Key areas of success will include:

• Establishing clear ownership and accountability across service delivery and project management.
• Improving visibility into divisional performance through reliable operational and financial reporting.
• Strengthening project execution, forecasting, resource allocation, and delivery consistency.
• Improving the management of daily break-fix demand, ticket backlogs, escalations, and service commitments.
• Developing project managers and strengthening the overall operational leadership structure.
• Identifying and implementing improvements that increase efficiency and protect or improve margins.
• Building a scalable operating model that supports continued business growth.
• Partnering with executive leadership to shape the division's long-term direction and expansion strategy.

Specific performance targets will be established in partnership with executive leadership based on the division's baseline performance, financial objectives, and growth plans.

Compensation & Work Environment

• Year 1, Total on-target earnings: $140,000-$160,000 uncapped
• Initial work arrangement: Full-time, in-office to support onboarding, training, team integration, and operational ramp-up.
• Future work arrangement: Transition to a hybrid schedule once the individual is fully trained, established in the role, and consistently meeting agreed-upon expectations.
• Preferred location: Phoenix / Scottsdale, Arizona, with a strong preference for candidates who reside locally and can support an in-office presence during the initial ramp-up period.

The compensation package is structured around total on-target earnings. The specific allocation is between base salary and a monthly variable compensation.

Opportunity

This is an opportunity to take ownership of a fast-growing, high-potential IT services division with an established foundation and significant room for continued growth. The Director of Operations will have the ability to influence strategy, shape the operational model, develop future leaders, and directly impact both client outcomes and financial performance.

We are looking for someone who does more than maintain existing processes. We want a leader who can recognize opportunity, challenge the status quo, build a stronger organization, and help guide the division into its next phase of growth.

The right candidate will combine the discipline of an experienced operator with the vision of a business builder.