Operations Director - Managed Services

3Cloud

About The Position

The Operations Director – Managed Services at 3Cloud is a leadership role responsible for the strategic direction, operational excellence, and overall performance of the Managed Services delivery organization. The director drives customer satisfaction, scales delivery operations, optimizes internal processes, improves software and tools ROI, and partners with sales, engineering, and executive stakeholders to expand the service footprint. The role leads multiple teams across delivery, client success, and service management, and helps evolve offerings and engagement models to meet clients’ needs. It also oversees day-to-day delivery and performance, ensures alignment with service commitments and improvement plans, and represents Managed Services in client discussions when needed.

Requirements

At least 5 years of project or service delivery management of multi-project programs, or demonstrated ability to manage multiple streams of work.
At least 8 years of project and program management experience.
At least 8 years of relationship and team management experience.
At least 6 years of progressive IT experience.
At least 4 years overseeing IT operations delivery.

Nice To Haves

Experience in IT strategy, business requirements gathering, IT roadmaps, and advisory.
Experience in IT Service Management, Operations, or process improvement and definition.
Experience overseeing delivery teams and measuring performance against defined KPIs.
Experience operating in the Microsoft ecosystem and/or with the Azure platform.

Responsibilities

Help define and execute the strategic vision for Managed Services operations, aligning delivery goals with 3Cloud’s broader business objectives.
Coordinate services functions and client experience across service lines as part of the Managed Services leadership team.
Lead, mentor, and grow managers, service leads, and delivery professionals.
Enhance operational maturity, scalability, and value realization across the Managed Services portfolio.
Lead and support client-facing operational strategy sessions to align services with client business outcomes.
Serve as an escalation point for high-priority clients and ensure prompt, satisfactory issue resolution.
Identify opportunities to expand client service scope and demonstrate ongoing value.
Advise clients on support trends, IT operations maturity, and service performance improvements.
Oversee managed services delivery, including ticket management, service delivery, software and tools, and client reporting.
Ensure alignment with SLAs, KPIs, and continuous service improvement plans.
Refine service delivery models, improve client onboarding, and standardize operations.
Establish and track operational health metrics and dashboards for executive reporting and forecasting.
Collaborate with engineering and support leadership to deploy appropriate technical resources and skills on engagements.
Foster accountability, client-centricity, and continuous learning.
Partner with sales and solution architecture teams to define service offerings and delivery models for prospective clients.
Represent Managed Services in client pitch meetings, RFPs, and renewal discussions when needed.