Remote Service Operations Director

Job Summary

Seeking an experienced operational leader, the full-time Remote Service Operations Director will oversee Remote Support and Systems Engineering teams, driving operational excellence and service quality while ensuring scalable growth in a remote environment.

Key responsibilities

• Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability and continuous improvement
• Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives
• Drive service quality by managing SLA performance and operational efficiency, while ensuring exceptional client satisfaction

Required qualifications

• 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization
• Proven success in leading Remote Support, Systems Engineering, or similar service organizations
• Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms
• Demonstrated success in improving operational performance through process optimization and automation
• Strong financial acumen with experience managing budgets and operational financial performance