Director of Managed Services – U.S. Operations

Director of Managed Services – U.S. Operations

• Full TIme
• Remote (McKinney, TX – U.S. Operations)

Provate Inc. is seeking a Director of Managed Services to lead and enhance the delivery of IT, cloud, and security-managed services for its U.S. operations. This position requires a strong technical leader with expertise in IT service management (ITSM), infrastructure monitoring, cloud automation, and security frameworks. The ideal candidate will be critical in scaling Provate’s managed services operations, ensuring service reliability, security, and operational efficiency.

The Director of Managed Services will define and optimize IT service workflows, manage system infrastructure, automate service monitoring, and troubleshoot incidents in enterprise environments. This role requires extensive experience in IT operations, networking, and cloud computing, with a strong foundation in system reliability engineering and security compliance.

• IT Operations, Infrastructure & Cloud Management
  • Design and optimize enterprise IT infrastructure, ensuring high availability, scalability, and security.
  • Lead cloud computing initiatives, managing AWS, Azure, and hybrid cloud environments to support managed services.
  • Oversee end-to-end system architecture, integrating networking, storage, virtualization, and automation platforms.
  • Implement monitoring and observability frameworks (Logic Monitor, Datadog, AWS Cloud Watch, Splunk) to ensure proactive incident detection and resolution.
• IT Service Management (ITSM) & Process Automation
  • Develop and implement IT service delivery frameworks, ensuring adherence to ITIL best practices and service level agreements (SLAs).
  • Automate IT service workflows (incident management, change control, asset tracking) using Service Now, Jira Service Management, or Fresh service.
  • Enhance efficiency in managed services operations by implementing Terraform, Ansible, and Python-based automation scripts for system maintenance.
• Network Security & Compliance Oversight
  • Ensure managed services align with cybersecurity best practices, including SOC 2, HIPAA, NIST, and CIS Benchmarks.
  • Collaborate with security teams to implement firewall configurations, identity & access management (IAM), and encryption protocols.
  • Oversee threat detection, log correlation, and forensic analysis using SIEM platforms (Splunk, QRadar, Microsoft Sentinel).
• Incident Management & Service Reliability
  • Lead real-time incident response, ensuring root cause analysis and resolution of critical IT disruptions.
  • Establish structured troubleshooting methodologies for system outages, ensuring diagnostic accuracy and faster recovery times.
  • Define service-level objectives (SLOs) and key performance indicators (KPIs) to measure and optimize managed service reliability.
• Leadership & U.S. Operations Management
  • As the first U.S.
    
    -based technical leader at Provate, develop the foundation for managed services operations in the U.S.
  • Provide technical mentorship to IT engineers, guiding them in troubleshooting, automation, and service optimization.
  • Work closely with executive leadership to define Provate’s U.S. expansion strategy, ensuring alignment with client needs and industry standards.

• Technical Expertise:
  • 8+ years of experience in IT operations, infrastructure management, or managed services.
  • Strong knowledge of enterprise networking, cloud computing, and IT security frameworks.
  • Expertise in system automation and infrastructure monitoring, using Terraform, Ansible, Power Shell, or Python.
  • Experience with ITSM tools (Service Now, Jira Service Management, Fresh service) for incident tracking and automation.
  • Understanding of Linux/Windows administration, networking protocols (TCP/IP, BGP, DNS, VPNs), and cloud security.
• Service Management & Security Compliance:
  • Expertise in ITIL-based service management, change control, and asset lifecycle management.
  • Experience in SOC 2, HIPAA, and ISO 27001 security compliance for managed services environments.
  • Familiarity with SIEM platforms (Splunk, QRadar, Microsoft Sentinel) for threat detection and security monitoring.
• Leadership & U.S. Operations Management:
  • Demonstra…