Director / Vice President, Remote Service Operations

Responsibilities: Lead the Remote Support and Systems Engineering teams to drive operational excellence and scalable growth. Oversee ITSM processes, manage departmental budgets, and partner with executive leadership to ensure exceptional client outcomes.

Requirements: Requires 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization. Must have strong knowledge of ITIL principles, ServiceNow, and a proven track record of leading high-performing technical teams.

Key skills: Operational Leadership, IT Service Management, ITIL, ServiceNow, Financial Acumen, Strategic Planning, Workforce Planning, Capacity Management, Stakeholder Management, Process Optimization, Budget Management, Executive Reporting, M&A Integration, SLA Management, Technical Team Development, Governance

Keywords: MSP, MSSP, ITIL, ITSM, ServiceNow, SLA, Incident Management, Problem Management, Change Management, Request Management, Major Incident Management, Capacity Planning, Utilization, Business Continuity, Automation, Operational Governance, Managed Services, Cybersecurity, Cloud Strategy, M&A Integration, Executive Presence, Data-Driven Leadership, Remote Operations, Systems Engineering, Technical Operations, Workforce Planning, Financial Forecasting, Client Success, Professional Services, Service Delivery