Director of Operations, MSP Service Delivery

bdManagedIT•Madison, GA

14d•Hybrid

About The Position

bdManagedIT is a Managed IT Services Provider based in Madison, Georgia. We help businesses stay secure, supported, and running smoothly through reliable IT service, clear processes, and trusted relationships. We are hiring a Director of Operations, MSP Service Delivery to help lead the day-to-day operational engine of the company. This role is responsible for creating structure, improving accountability, strengthening service delivery, and helping the team follow through on the right priorities. The right person will be a hands-on operational leader who understands MSP service work. This person must be close enough to the work to guide priorities, spot what is stuck, hold the right people accountable, and keep the team moving. This role is focused on leading the work, improving systems, and creating consistency. It is not built around personally fixing every technical issue. This role is built for a hands-on operational leader who can stay close to service delivery without becoming the day-to-day technical fixer. The Director of Operations, MSP Service Delivery will lead operational rhythm, service accountability, workflow improvement, and team follow-through. Technical knowledge matters, but the primary value is knowing how to guide priorities, ask good questions, spot bottlenecks, and make sure the right person owns the right issue until it is resolved. This is not a strategy-only position, a traditional ticket-level Service Manager, or a deep engineering or solutions architect role. The right person can take a company goal, turn it into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through.

Requirements

Experience in MSP service delivery, technical operations, or a similar IT services environment.
Proven experience leading operations, service delivery, technical teams, managers, or team leads.
Strong understanding of how tickets, projects, escalations, client issues, and service priorities move through an MSP.
Working knowledge of MSP service delivery, technical operations, ticket flow, escalation paths, and service priorities.
Ability to understand technical issues well enough to ask good questions, guide priorities, and hold the right people accountable.
Ability to build repeatable systems, improve workflows, and create operational cadence.
Strong written and verbal communication skills, with the ability to communicate clearly with leadership, technical teams, and clients.
Strong follow-through, accountability, communication, and problem-solving skills.
Calm, organized, decisive leadership style.
Comfort balancing hands-on involvement with higher-level operational planning.
Ability to push accountability and address difficult issues without creating drama.

Nice To Haves

Experience in a Managed Services Provider, IT services, or technical services environment.
Familiarity with service delivery metrics, SLAs, project workflows, escalation management, operational KPIs, and technical service standards.
Experience helping a growing company move from owner-dependent operations to scalable systems and stronger team accountability.

Responsibilities

Oversee daily operational flow across service delivery, projects, and internal priorities.
Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through.
Guide service priorities, ticket flow, project handoffs, and escalation paths.
Identify blockers, recurring issues, service gaps, and process breakdowns.
Strengthen workflows, SOPs, communication, documentation, and accountability.
Create visibility into service quality, workloads, priorities, risks, and results.
Help reduce dependency on key individuals by building repeatable systems and stronger team ownership.
Use MSP service knowledge to guide priorities, ask informed questions, and support better operational decisions.
Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps.
Help the team identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues.
Work with company leadership to improve service standards, operational maturity, and long-term scalability.
Keep tickets, projects, and technical decisions from drifting without clear ownership or follow-through.
Lead, coach, and support managers, team leads, and technical team members.
Create clarity around roles, expectations, priorities, and performance standards.
Hold teams accountable to commitments, timelines, documentation, and client follow-through.
Address issues directly while maintaining a supportive, respectful culture.
Help team members solve problems at the system level instead of depending on one key person for answers.
Work closely with ownership and leadership to align operations with business goals.
Turn leadership vision into clear execution, priorities, and measurable results.
Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through.
Support strong communication and coordination across departments.
Help the company scale with more structure, consistency, accountability, and operational rhythm.