Director of Operations

M3 Networks•Southlake, TX

27d

About The Position

The Director of Operations (also referred to internally as the Integrator) is responsible for aligning day-to-day business operations with strategic objectives to ensure organizational scalability, service excellence, and profitability. This role serves as the “glue” across departments, translating the Visionary’s ideas into actionable execution. The Director of Operations owns cross-departmental integration, service delivery efficiency, KPI performance, and cultural alignment, ensuring the business runs smoothly, profitably, and consistently. This role rests on three critical pillars: Operational Execution & Process Optimization People Leadership & Culture Stewardship Strategic Alignment & Financial Accountability

Requirements

5+ years in an operational leadership or integrator-style role (MSP experience preferred)
Familiarity with EOS / Traction or similar operational frameworks
Strong knowledge of IT service management frameworks
Certifications such as ITIL, PMP, or Six Sigma
Demonstrated ability to lead managers and drive cross-functional execution
Deep understanding of service delivery dynamics in a recurring-revenue business
Strong financial acumen including P&L oversight and KPI-driven decision making
Experience with industry PSA tools such as ConnectWise, Autotask, or similar platforms
Technical acumen: Hardware, software, network, cloud, cybersecurity

Responsibilities

Translate company goals and Visionary ideas into quarterly rocks and tactical plans
Ensure compliance with industry standards and proactively manage operational risks
Ensure daily operational execution across service delivery departments
Maintain accountability for service process adherence and consistency
Oversee cross-functional execution with a focus on clarity, cadence, and scalability
Manage company Scorecard cadence and quarterly rock achievement
Monitor industry trends and analyze competitive landscape to inform service innovation
Lead weekly Level 10 meetings and quarterly planning sessions
Collaborate with the Visionary to manage and execute the operational budget
Monitor gross margin and department-level profitability; take corrective action as needed
Lead, manage, and hold departmental leaders accountable (LMA)
Regularly gather and act on client and staff feedback to improve service quality and satisfaction
Ensure role clarity through job descriptions, KPIs, and day-in-the-life documentation
Drive hiring decisions and right-person/right-seat alignment
Foster a positive, growth-oriented culture rooted in trust and accountability
Champion SOP documentation and continual refinement of service processes
Manage vendor relationships and evaluate performance to ensure alignment with operational standards
Identify and resolve cross-departmental bottlenecks
Facilitate cross-functional workflows through team lead and leadership meetings
Oversee alignment across all service delivery functions
Define and monitor operational KPIs across departments
Lead weekly KPI review meetings; coach team leads on gaps and trends
Cascade accountability from Scorecard to daily execution across teams
Manage capacity planning and resource forecasting with data-driven insights
Serve as final escalation point for internal and client-facing operational issues
Triage and resolve strategic or tactical blockers across teams
Facilitate problem-solving using EOS-style IDS framework
Create clarity and momentum in the face of complexity
Coordinates execution across all department heads and team leads
Ensures transparent reporting and progress updates to Visionary and leadership
Facilitates inter-departmental collaboration and knowledge sharing
Reinforces process discipline, cultural alignment, and positive accountability