Director of Operations, MSP Service Delivery

Overview

Location:

Remote | Hybrid for candidates within driving distance of Madison, GA

bdManaged

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

We are hiring a Director of Operations, MSP Service Delivery to help lead the day-to-day operational engine of the company. This role is responsible for creating structure, improving accountability, strengthening service delivery, and helping the team follow through on the right priorities.

The right person will be a hands-on operational leader who understands MSP service work. This person must be close enough to the work to guide priorities, spot what is stuck, hold the right people accountable, and keep the team moving.

This role is focused on leading the work, improving systems, and creating consistency. It is not built around personally fixing every technical issue.

• Service Delivery & Operations — Oversee daily operational flow across service delivery, projects, and internal priorities.
• Service Delivery & Projects — Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through.
• Decision-making & Prioritization — Guide service priorities, ticket flow, project handoffs, and escalation paths.
• Problem Solving — Identify blockers, recurring issues, service gaps, and process breakdowns.
• Process Improvement — Strengthen workflows, SOPs, communication, documentation, and accountability.
• Visibility & Metrics — Create visibility into service quality, workloads, priorities, risks, and results.
• Team Empowerment — Help reduce dependency on key individuals by building repeatable systems and stronger team ownership.

• Service & Technical Operations Leadership — Use MSP service knowledge to guide priorities, ask informed questions, and support better operational decisions.
• Technical Discussions — Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps.
• Root Cause & Gap Analysis — Help the team identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues.
• Strategic Alignment — Work with company leadership to improve service standards, operational maturity, and long-term scalability.
• Ownership & Accountability — Keep 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.
• Clarity & Expectations — Create clarity around roles, expectations, priorities, and performance standards.
• Accountability & Delivery — Hold teams accountable to commitments, timelines, documentation, and client follow-through.
• Culture & Support — Address issues directly while maintaining a supportive, respectful culture.
• Sustainable Problem Solving — Help team members solve problems at the system level instead of depending on one key person for answers.

• Leadership Alignment — Work closely with ownership and leadership to align operations with business goals.
• Execution & Priorities — Turn leadership vision into clear execution, priorities, and measurable results.
• Roadblocks & Ownership — Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and ensure follow-through.
• Cross-Department Coordination — Support strong communication and coordination across departments.
• Scalability & Structure — Help the company scale with more 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 how tickets, projects, escalations, client issues, and service priorities move through an MSP.
• Working knowledge of MSP service delivery, technical operations, ticket flow, escalation paths, and service priorities.
• Ability to understand technical issues well enough to ask good questions, guide…