Director of Operations

Job DescriptionOur client, an organization of IT services businesses serving small and medium-sized organizations. Their companies offer managed intelligence, cybersecurity, cloud services, communication solutions, and support, is seeking a Director of Operations to build and lead the operational foundation for one of our growing operating companies. This is a highly visible leadership role reporting directly to the CEO, responsible for designing the processes, systems, and operational standards that enable our sales and technical teams to deliver exceptional service.\n\nThis is a build-from-the-ground-up opportunity for someone who enjoys creating structure, improving efficiency, and driving operational excellence. You'll establish scalable processes, implement quality standards, oversee business systems, and develop the operational infrastructure that supports long-term growth.\n\nPlease Note: This is not a technical engineering leadership role, help desk management position, or finance role. Instead, you'll serve as the operational leader responsible for building the systems, workflows, and governance that keep the business running efficiently.\n\nWhat You'll Do\nBuild Operational Excellence\n\nDevelop, document, and standardize company-wide operating procedures (SOPs)\nCreate and maintain internal policies, client documentation standards, and operational playbooks\nEstablish change management processes and communication standards across the organization\nIdentify opportunities to improve efficiency through workflow automation and AI-driven operational processes\nOversee administration of core operational platforms, including ConnectWise PSA, Datto RMM, and documentation systems, in partnership with Technical Services\n\nDrive Quality & Process Standards\n\nDesign and implement quality assurance processes for service delivery, including ticket audits and billable accuracy reviews\nCreate project completion standards and quality checklists for engineering teams\nStandardize client onboarding, user provisioning, and identity management processes\nPartner with Technical Services to establish and maintain documentation standards\n\nOwn Asset, Contract & Vendor Operations\n\nManage the lifecycle of client assets, inventory, and configuration records\nMaintain centralized contract repositories, including MSAs, SOWs, vendor agreements, and renewal schedules\nCoordinate contract approval workflows while partnering with executive leadership\nCollaborate with Finance on vendor procurement, purchasing, renewals, and contract management\n\nSupport Business Growth\n\nEvaluate and operationalize new service offerings and technology solutions\nManage pricing governance, service catalogs, SKUs, and operational standards\nBuild operational processes supporting sales handoffs, renewals, account growth, and customer success initiatives\nProvide operational support for strategic technology planning and vCIO initiatives\n\nLead Cross-Functional Operations\n\nPartner directly with the CEO to drive operational strategy and continuous improvement initiatives\nDevelop operational dashboards, KPIs, service delivery metrics, and executive reporting\nSupport employee onboarding, offboarding, training, and certification tracking\nCoordinate closely with Technical Services to ensure consistent standards while avoiding duplication of technical responsibilities\n\n\nWhat We're Looking For\nRequired Qualifications\n\n5+ years of leadership experience in Operations, Service Delivery, PMO, or Business Operations, preferably within a Managed Services Provider (MSP) or IT services organization\nDemonstrated success building operational processes, governance, and business infrastructure - not simply maintaining existing operations\nExperience with ConnectWise PSA, Datto RMM, or similar MSP platforms\nStrong background in process improvement, documentation, quality assurance, and operational reporting\nProven ability to lead cross-functional initiatives and influence stakeholders at all levels\nExperience implementing workflow automation and leveraging AI to improve operational efficiency\nExcellent organizational, communication, and project management skills\nComfortable balancing strategic planning with hands-on execution in a growing organization\n\nPreferred Qualifications\n\nExperience with contract lifecycle management and vendor operations\nFamiliarity with sales operations, service operations, and customer lifecycle processes\nExperience building dashboards, KPIs, and operational reporting frameworks\nBackground in change management and organizational process transformation\n\n\nWhy Join?\nThis is an opportunity to make a lasting impact by building the operational engine behind a growing technology business. You'll work directly with executive leadership to define how the company scales, improve operational maturity, and create the processes that enable exceptional client service.\n\nIf you're energized by creating structure, driving continuous improvement, and building operational excellence from the ground up, we'd love to hear from you.