Director Information Technology Operations

Operations Director

Location: Dublin city centre, hybrid working

Salary: Up €95,000 depending on experience, plus a performance bonus linked to company EBITDA

Reports to: Managing Director

Leadership: Seat on the leadership team

About the Company

Our client is a long-established Irish managed IT services provider with over 20 years in business. It was founded on a simple belief: businesses deserve better IT support than what's usually on offer.

They help business leaders take control of their technology with clarity and confidence. Rather than just reacting to problems, they build a roadmap that aligns IT with business goals, so clients can focus on what they do best. Their approach is people-first. Whether it's a team member with a simple question or a CEO dealing with a business-critical issue, they own it until the right outcome is achieved. That mindset drives high client retention and attracts the right clients.

The Role

Clients trust the business, the engineers are strong, and day-to-day service runs well. But a lot of time goes on keeping the basics running, and improving how the business works hasn't had the focus it needs. This role is here to change that.

You'll own operations across the business: the people, the service desk and project delivery. Your first priority is getting to know the team, the clients and how the business delivers, and taking ownership of it.

You'll take over project delivery from the Managing Director. That covers scoping, resourcing and running client projects through to completion, including automation, reporting and AI readiness work.

Once you've got a handle on the operation, you'll lead the work to make delivery less manual. You'll find where automation, scripting and AI can save time, build the case, and run the internal projects to get there. You don't need to build it yourself, but you do need to know what's possible and see it through.

What Success Looks Like

Within your first six months, you will:

• Have taken full ownership of the day-to-day operation, with a clear view of what's working well and where things can improve.
• Have taken over project delivery, with projects properly scoped, resourced and delivered.
• Have built strong relationships with key client contacts and have a clear view of where service needs to improve.

Within your first year, you will:

• Be able to point to measurable improvements in service performance and client satisfaction.
• Have an efficiency roadmap agreed with the leadership team, with the first internal projects delivered.
• Be able to show less manual work and more engineer time freed up for project and client work.

How Success Is Measured

Specific targets will be agreed together. Typical measures include:

• Service performance, including response and resolution times against client commitments
• Projects delivered on time and to scope
• Client satisfaction and retention
• Team stability and development
• Efficiency gains from process improvement and automation

What You'll Do

People

• Lead, recruit, develop and mentor the operations team.
• Plan capacity across the service desk and project teams.

Service Delivery

• Set and refine delivery processes so service is consistent and scalable.
• Spot service gaps early and put corrective actions in place.
• Be the escalation point for client issues.

Project Delivery

• Own project delivery from scoping and resourcing through to completion.
• Keep projects on time and to scope, and manage challenges as they arise.

Clients

• Build strong relationships with clients' key contacts.
• Advise clients on practical next steps, including automation, reporting and AI readiness.

Efficiency and Improvement

• Find where processes, workflows and automation can make delivery less manual.
• Build the case, plan the work and manage the internal projects to deliver it.

Leadership

• Sit on the leadership team and contribute to the company's overall strategy and direction.

You'll work with ConnectWise as the core service management platform, alongside the wider tools that power delivery.

Is This You?

This is a leadership role first. You'll have run teams and delivery, ideally in service delivery or operations at an MSP, or in project delivery within IT services. The business needs someone who sets a high standard, gets the team behind it, and knows how to make a business run better.

This role is a strong fit if you:

• Lead with clarity and trust. Your team respects you because you set the standard and follow through.
• Are organised. Detail matters to you, and nothing falls through the cracks.
• Are confident with clients, including when things go wrong.
• Have run projects from scoping to delivery and know how to keep them on track.
• Are always looking for better ways of doing things, and understand what automation and AI can realistically do.

What You'll Bring

Essential

• At least 3 years leading teams in a B2B services environment this is essential
• Experience running service delivery or project delivery essential
• Experience managing client relationships, including escalations
• Experience leading change that improved how a team or business works
• A bachelor's degree or equivalent practical experience

Preferred

• Experience in an MSP or IT services company
• Familiarity with ConnectWise, ITIL or similar service management frameworks
• A project management qualification, such as PRINCE2 or PMP
• A good working knowledge of Microsoft 365
• Experience running automation or AI projects in a business setting
• A management postgraduate qualification

Why Join

The business has always believed in a win-win approach for its staff and clients. It invests in its people and backs them to do great work, and the team is experienced, supportive and focused on the right things. You'll have a big say in how the business works and what it offers clients, with the backing of a leadership team that wants to see it happen.

The Details

• Salary: €95,000 depending on experience
• Performance bonus linked to company EBITDA
• A seat on the leadership team
• Private health care
• Pension scheme
• Reports to the Managing Director
• Location: Dublin city centre, hybrid working (2-3 days a week in the office)