Director of Operations with Managed Services Provider (MSP)

Director of Operations professionals with Managed Services Provider (MSP) experience are invited to lead the operational foundation of a growing IT services organization serving small and medium-sized businesses. Reporting directly to the CEO, this highly visible leadership role is responsible for building scalable processes, operational systems, governance, and service delivery standards that support growth across managed IT, cybersecurity, cloud services, communications, and technical support.This is a build-from-the-ground-up opportunity for someone who enjoys creating structure, improving efficiency, and driving operational excellence. You'll establish scalable processes, implement quality standards, oversee business systems, and develop the operational infrastructure that supports long-term growth.Please Note: This is not a technical engineering leadership role, help desk management position, or finance role. Instead, you'll serve as the operational leader responsible for building the systems, workflows, and governance that keep the business running efficiently.What You'll DoBuild Operational ExcellenceDevelop, document, and standardize company-wide operating procedures (SOPs)Create and maintain internal policies, client documentation standards, and operational playbooksEstablish change management processes and communication standards across the organizationIdentify opportunities to improve efficiency through workflow automation and AI-driven operational processesOversee administration of core operational platforms, including ConnectWise PSA, Datto RMM, and documentation systems, in partnership with Technical ServicesDrive Quality & Process StandardsDesign and implement quality assurance processes for service delivery, including ticket audits and billable accuracy reviewsCreate project completion standards and quality checklists for engineering teamsStandardize client onboarding, user provisioning, and identity management processesPartner with Technical Services to establish and maintain documentation standardsOwn Asset, Contract & Vendor OperationsManage the lifecycle of client assets, inventory, and configuration recordsMaintain centralized contract repositories, including MSAs, SOWs, vendor agreements, and renewal schedulesCoordinate contract approval workflows while partnering with executive leadershipCollaborate with Finance on vendor procurement, purchasing, renewals, and contract managementSupport Business GrowthEvaluate and operationalize new service offerings and technology solutionsManage pricing governance, service catalogs, SKUs, and operational standardsBuild operational processes supporting sales handoffs, renewals, account growth, and customer success initiativesProvide operational support for strategic technology planning and vCIO initiativesLead Cross-Functional OperationsPartner directly with the CEO to drive operational strategy and continuous improvement initiativesDevelop operational dashboards, KPIs, service delivery metrics, and executive reportingSupport employee onboarding, offboarding, training, and certification trackingCoordinate closely with Technical Services to ensure consistent standards while avoiding duplication of technical responsibilitiesRequired Qualifications5+ years of leadership experience within a Managed Services Provider (MSP) organization, with responsibility for Operations, Service Delivery, PMO, or Business OperationsDemonstrated success building operational processes, governance, and business infrastructure (not simply maintaining existing operations)Experience with ConnectWise PSA, Datto RMM, or similar MSP platformsStrong background in process improvement, documentation, quality assurance, and operational reportingProven ability to lead cross-functional initiatives and influence stakeholders at all levelsExperience implementing workflow automation and leveraging AI to improve operational efficiencyExcellent organizational, communication, and project management skillsComfortable balancing strategic planning with hands-on execution in a growing organizationPreferred QualificationsExperience with contract lifecycle management and vendor operationsFamiliarity with sales operations, service operations, and customer lifecycle processesExperience building dashboards, KPIs, and operational reporting frameworksBackground in change management and organizational process transformationWhy Join?This is an opportunity to make a lasting impact by building the operational engine behind a growing technology business. You'll work directly with executive leadership to define how the company scales, improve operational maturity, and create the processes that enable exceptional client service.Compensation: $125 - 145k / annuallySalary DisclaimerThe salary range for this role reflects the minimum and maximum compensation for the role. Offers are typically made between the range minimum and the range midpoint. Actual compensation will be determined based on job-related skills, experience, and expertise, as evaluated during the interview process. Compensation may also vary based on where a role is performed.