Director of Operations MSP Service Delivery

About bdManagedIT

bdManagedIT is a Managed IT Services Provider based in Madison, Georgia, dedicated to helping businesses stay secure, supported, and running smoothly through reliable IT service, clear processes, and trusted relationships.

Role Overview

The Director of Operations, MSP Service Delivery is responsible for leading the day-to-day operational engine of the company. This role focuses on creating structure, improving accountability, strengthening service delivery, and ensuring the team consistently executes on priorities. The ideal candidate is a hands-on operational leader with a deep understanding of MSP service work, capable of guiding priorities, identifying bottlenecks, holding teams accountable, and driving progress.

Key Responsibilities

Service Delivery & Operations:

• Oversee daily operational flow across service delivery, projects, and internal priorities.
• Ensure tickets, projects, client commitments, and team responsibilities are managed with clarity and follow-through.
• Guide service priorities, ticket flow, project handoffs, and escalation paths.
• Identify blockers, recurring issues, service gaps, and process breakdowns.
• Strengthen workflows, SOPs, communication, documentation, and accountability.
• Create visibility into service quality, workloads, priorities, risks, and results.
• Reduce dependency on key individuals by building repeatable systems and fostering stronger team ownership.

Service & Technical Operations Leadership:

• Utilize MSP service knowledge to guide priorities, ask informed questions, and support better operational decisions.
• Participate in technical discussions to clarify ownership, urgency, client impact, and next steps.
• Help the team identify root causes of recurring problems (process gaps, training, ownership, technical issues).
• Collaborate with company leadership to improve service standards, operational maturity, and long-term scalability.
• Prevent tickets, projects, and technical decisions from drifting without clear ownership or follow-through.

People & Accountability:

• Lead, coach, and support managers, team leads, and technical team members.
• Create clarity around roles, expectations, priorities, and performance standards.
• Hold teams accountable for commitments, timelines, documentation, and client follow-through.
• Address issues directly while maintaining a supportive and respectful culture.
• Empower team members to solve problems at a system level rather than relying on a single point person.

Leadership Alignment:

• Work closely with ownership and leadership to align operations with business goals.
• Translate leadership vision into clear execution, priorities, and measurable results.
• Convert company goals into clear priorities, assign ownership, remove roadblocks, and ensure team follow-through.
• Support strong communication and coordination across departments.
• Facilitate company scaling through enhanced structure, consistency, accountability, and operational rhythm.

What We’re Looking For

• Experience in MSP service delivery, technical operations, or a similar IT services environment.
• Proven experience leading operations, service delivery, technical teams, managers, or team leads.
• Strong understanding of MSP service workflows, including ticket flow, escalations, and client issue management.
• Working knowledge of MSP service delivery principles and technical operations.
• Ability to understand technical issues sufficiently to ask pertinent questions, guide priorities, and ensure accountability.
• Skill in building repeatable systems, improving workflows, and establishing operational cadence.
• Excellent written and verbal communication skills for diverse audiences.
• Strong follow-through, accountability, communication, and problem-solving abilities.
• Calm, organized, and decisive leadership style.
• Comfort balancing hands-on involvement with strategic operational planning.
• Ability to drive accountability and address difficult issues constructively.
• Bachelor’s degree preferred, though equivalent experience in MSP, IT services, service delivery, technical operations, or operations leadership will be considered.

Nice to Have

• Experience within a Managed Services Provider, IT services, or technical services environment.
• Familiarity with service delivery metrics, SLAs, project workflows, escalation management, operational KPIs, and technical service standards.
• Experience guiding a growing company from owner-dependent operations to scalable systems and stronger team accountability.

Role Clarity

This role requires a hands-on operational leader who stays close to service delivery without being the primary technical problem-solver. The focus is on leading operational rhythm, service accountability, workflow improvement, and team follow-through. Technical knowledge is important for asking the right questions and guiding priorities, but the core value lies in building structure, accountability, and improving processes.

What This Role Is Not

• Not a strategy-only position; requires translating vision into execution.
• Not a traditional ticket-level Service Manager, technical escalation point, or technical architect role.
• Not focused on rapid change for its own sake, but on building sustainable systems and reinforcing accountability.
• Not suited for individuals energized solely by launching new initiatives without sustained follow-through.

Why bdManagedIT

• A leadership team that values clarity, trust, accountability, and follow-through.
• An opportunity to make a meaningful impact on business operations, service delivery, and scaling.
• A growing organization with the potential to shape systems, structure, technical maturity, and culture.
• A collaborative, no-nonsense environment focused on high-quality work.

Benefits & Perks

• Medical benefits.
• Paid Time Off.
• Paid holidays.
• Supportive leadership culture.
• Additional benefits discussed during the interview process.

Location & Work Arrangement

This is a fully remote position. Occasional travel may be required.

Compensation

Expected base salary range is commensurate with experience.

How to Apply

Apply with your resume and complete the application questionnaire. Qualified candidates will be contacted for the interview process. bdManagedIT does not make job offers without an interview and will not request sensitive personal information during the application process. Please include the word "UNABASHED" and tag RMTcyLjIwMy4yMDcuMjQz when applying.