We have partnered with our client in their search for a Head of Operations and Service Delivery.
Responsibilities
- Lead and manage the Service Delivery, Project Services, and Support Desk teams (e.g., Tier 1–3, NOC, Field Services, Project Engineers).
Define and implement delivery strategies, processes, KPIs, and SLAs to ensure world-class service and support.
Oversee the execution and quality of onboarding, project delivery, and ongoing managed services engagements.
Establish scalable workflows using the company’s PSA (e.g., AutoTask) and other platforms. Own the delivery stack of technology solutions and determine and manage ROI.
Act as a strategic partner to Sales and Account Management, contributing to solution design and client satisfaction.
Monitor team performance metrics and proactively address delivery bottlenecks or quality issues.
Coach and develop high-performing technical teams; drive employee engagement, retention, and growth.
Manage resource planning and hiring as the business scales.
Own client escalations, develop remediation plans, and ensure timely resolution of complex service issues.
Continuously improve delivery frameworks, project governance, and customer success processes.
Education & Work Experience
- BS or BA in a related field is highly preferred
- 7-10 years of experience with 3-5 years in a leadership role, owning service delivery within an MSP
Title Head of Operations and Service Delivery
Location : Onsite, Cranston, RI
Client Industry: IT Managed Services
Compensation: Hourly pay-rate = $80-100/ per hour as a W2 depending on experience and skills
