Director Operations (GovCon)

Ntiva, Inc.•Mc Lean, VA

5d•$100,000 - $150,000•Remote

About The Position

The Director, Operations GovCon serves as the strategic and operational leader responsible for all service delivery operations within Ntiva's Government Contracting vertical. You will lead service delivery and support operational roles in a fast-growing, compliance-driven vertical serving clients subject to CMMC, NIST 800-171, and CUI handling requirements. The role is charged with developing scalable, data-driven operational frameworks, leading through managers, and maintaining service stability. This is a build-and-grow seat: the Director must bring operational discipline to an environment that moves quickly.

Requirements

5–8 years of experience in technical operations or service delivery, including 2–4 years at a management level, preferably leading through managers or supervisors.
Demonstrated data-driven operational decision-making: pulling, analyzing, and presenting operational metrics to justify staffing, process, and investment decisions.
Proven ability to maintain operational stability in high-growth or rapidly changing environments.
Strong executive communication and strategic planning capabilities.
Advanced financial and business analysis skills; budget and P&L exposure.
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Willingness and aptitude to operate within CUI constraints required.

Nice To Haves

ITIL, PMP Certifications
Bachelor's degree a plus.
Experience with ticketing platforms (ConnectWise Manage) and PSA-driven operations preferred.
Experience operating in regulated or compliance-driven environments (GovCon, CMMC, NIST 800-171, FedRAMP, HIPAA, or similar) preferred

Responsibilities

Develop and execute market-specific operational strategies aligned with enterprise objectives and the GovCon growth roadmap, using operational data to diagnose, prioritize, and drive decisions.
Lead service delivery managers, and support operational roles, ensuring consistent execution, healthy escalation paths, and efficient dispatch and resource allocation across the market.
Monitor capacity, utilization, and service delivery; build and maintain data models that inform staffing, scheduling, and profitability decisions.
Operate service delivery within CUI handling, CMMC, and NIST 800-171 constraints, ensuring operational processes, documentation, and tool usage remain compliant by design.
Own service delivery KPIs, SLA/SLO adherence, and client satisfaction outcomes; report operational performance to market and enterprise leadership with data-backed analysis.
Lead hiring, onboarding, coaching, and succession planning for the service delivery organization; develop pod managers into stronger operational leaders.
Maintain and improve operational documentation, process standards, and knowledge management across the market.
Support executive escalations, participate in strategic client discussions, and deliver credible resolution plans in high-stakes situations.
Partner with compliance, cybersecurity, and enterprise teams; contribute to enterprise-wide initiatives and market-level go-to-market launches.

Benefits

Medical, Dental and Vision coverage for employee and family
401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
Group Term Life and Accidental Death and Dismemberment coverage (company provided)
Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
Health Savings Account (HSA) Options / PPO Options
Employee Assistance Program
Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
Education Reimbursement Program
Generous Employee Referral Program - cash bonus for successful referrals!
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent