Operations Director – Managed Services

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

📋 Description

• Assist in shaping and executing the strategic vision for Managed Services operations, ensuring delivery goals are in harmony with 3Cloud’s overarching business objectives.

• Act as a member of 3Cloud’s Managed Services leadership team, coordinating service functions and enhancing client experiences across various service lines.

• Lead, mentor, and develop a high-performing team of managers, service leads, and delivery professionals.

• Propel initiatives aimed at improving operational maturity, scalability, and value realization throughout the Managed Services portfolio.

• Facilitate client-facing operational strategy sessions to ensure alignment between services and client business outcomes.

• Serve as an escalation point for high-priority clients, ensuring prompt and satisfactory resolution of issues.

• Drive strategic growth within client accounts by identifying opportunities to broaden service scope and showcasing ongoing value.

• Provide clients with insights on support trends, IT operations maturity, and enhancements in service performance.

• Oversee the daily delivery and performance of managed services teams, which includes ticket management, service delivery, software/tools, and client reporting.

• Guarantee alignment with SLAs, KPIs, and continuous service improvement initiatives.

• Propel internal efforts to refine service delivery models, improve client onboarding, and standardize operations.

• Establish and monitor operational health metrics and dashboards to assist in executive reporting and forecasting.

• Collaborate with engineering and support leadership to ensure the appropriate technical resources and skills are allocated to each engagement.

• Cultivate a culture of accountability, client-centricity, and continuous learning.

• Partner with sales and solution architecture teams to define service offerings and delivery models.

• Represent Managed Services in client pitch meetings, RFPs, and renewal discussions as necessary.

⛳️ Requirements

• 5+ years of experience in project or service delivery management of multi-project programs, or demonstrated capability to manage multiple streams of work.

• 8+ years of experience in project and program management.

• 8+ years of experience in relationship and team management.

• Required: Six (6) or more years of progressive IT experience and four (4) or more years of overseeing IT operations delivery.

• Preferred: Experience in IT strategy, business requirements gathering, IT roadmaps, and advisory.

• Preferred: Experience in IT Service Management, Operations, or process improvement and definition.

• Preferred: Experience in overseeing delivery teams and measuring against defined KPIs.

• Preferred: Experience working within the Microsoft ecosystem and/or with the Azure platform.

• Applicants must possess work authorization; 3Cloud is unable to sponsor work visas.

🏝️ Benefits

• A diverse, inclusive, and authentic workplace.

• Opportunities for growth.

• Currently, we are unable to sponsor applicants for work visas.