Director, Vice President – Service Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Remote Support and Systems Engineering teams, cultivating a culture of accountability, collaboration, and continuous enhancement.

• Formulate and implement the strategic vision for Remote Service Operations, ensuring alignment of operational priorities with business goals.

• Enhance service quality by overseeing SLA performance, backlog management, resource utilization, escalations, operational efficiency, and client satisfaction.

• Set performance expectations, mentor leaders, and develop high-performing technical teams.

• Advance ITIL-based processes for Incident, Problem, Change, Request, and Major Incident Management.

• Standardize operational protocols, documentation, quality assurance, and governance to enhance consistency and scalability.

• Guarantee operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity measures.

• Identify and execute process enhancements, automation, and tools that elevate operational efficiency and service quality.

• Supervise ServiceNow and ancillary ITSM platforms to boost visibility, reporting, and operational governance.

• Create and oversee departmental budgets, forecasting, resource planning, and operational financial performance.

• Track organizational capacity, utilization, and staffing models to facilitate business expansion.

• Develop executive reporting and dashboards that deliver valuable insights into operational performance, service quality, and business trends.

• Collaborate with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to ensure a seamless client experience.

• Act as a trusted advisor to executive leadership, offering operational insights and supporting initiatives related to organizational growth, transformation, and acquisitions.

⛳️ Requirements

• 10+ years of progressive leadership experience in an MSP, MSSP, or enterprise technology services setting.

• Proven track record in leading Remote Support, Systems Engineering, Technical Operations, or analogous service organizations.

• Experience in guiding leaders, building high-performing teams, and fostering organizational growth.

• In-depth knowledge of ITIL principles, ITSM best practices, and ServiceNow or similar platforms.

• Demonstrated history of enhancing operational performance through process optimization, automation, and continuous improvement initiatives.

• Strong financial skills with experience in budget management, forecasting, capacity planning, utilization, and executive reporting.

• Exceptional communication, relationship-building, and executive presence, with the capability to influence stakeholders across the organization.

• Strong analytical and strategic problem-solving abilities with a data-driven approach to operational leadership.

• Experience in leading organizational transformation, rapid growth, or M&A integration is preferred.

🏝️ Benefits

• Health, Dental, & Vision

• Flexible Spending Account (FSA)

• 401k

• Health Reimbursement Account (HRA)

• Health Savings Account (HSA)

• Life Insurance

• Disability Insurance

• Paid Parental Leave

• Holiday Pay

• Flexible Vacation & Sick Days

• Observed company holidays, including a day off on your birthday

• Spot bonuses for demonstrated excellence

• Community and social events

• Learning and development opportunities

• Flexible working life

• $100 well-being allowance

• Additional health & wellness perks