Director Operations

Role Description

The Director, Operations GovCon serves as the strategic and operational leader responsible for all service delivery operations within Ntiva's Government Contracting vertical. You will lead service delivery and support operational roles in a fast-growing, compliance-driven vertical serving clients subject to CMMC, NIST 800-171, and CUI handling requirements. The role is charged with developing scalable, data-driven operational frameworks, leading through managers, and maintaining service stability. This is a build-and-grow seat: the Director must bring operational discipline to an environment that moves quickly.

What you will be doing

• Strategic Operations Leadership: Develop and execute market-specific operational strategies aligned with enterprise objectives and the GovCon growth roadmap, using operational data to diagnose, prioritize, and drive decisions.
• Service Delivery Management: Lead service delivery managers, and support operational roles, ensuring consistent execution, healthy escalation paths, and efficient dispatch and resource allocation across the market.
• Capacity & Demand Planning: Monitor capacity, utilization, and service delivery; build and maintain data models that inform staffing, scheduling, and profitability decisions.
• Compliance-Aligned Operations: Operate service delivery within CUI handling, CMMC, and NIST 800-171 constraints, ensuring operational processes, documentation, and tool usage remain compliant by design.
• Performance Management: Own service delivery KPIs, SLA/SLO adherence, and client satisfaction outcomes; report operational performance to market and enterprise leadership with data-backed analysis.
• Talent Development: Lead hiring, onboarding, coaching, and succession planning for the service delivery organization; develop pod managers into stronger operational leaders.
• Organizational Excellence: Maintain and improve operational documentation, process standards, and knowledge management across the market.
• Client Excellence: Support executive escalations, participate in strategic client discussions, and deliver credible resolution plans in high-stakes situations.
• Cross-Functional Leadership: Partner with compliance, cybersecurity, and enterprise teams; contribute to enterprise-wide initiatives and market-level go-to-market launches.

Qualifications

• 5–8 years of experience in technical operations or service delivery, including 2–4 years at a management level, preferably leading through managers or supervisors.
• Demonstrated data-driven operational decision-making: pulling, analyzing, and presenting operational metrics to justify staffing, process, and investment decisions.
• Proven ability to maintain operational stability in high-growth or rapidly changing environments.
• Strong executive communication and strategic planning capabilities.
• Advanced financial and business analysis skills; budget and P&L exposure.

Requirements

• Ability to communicate professionally, in English, both written and orally.
• Ability to write business correspondence and process procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.

Bonus points for

• ITIL, PMP Certifications.
• Bachelor's degree a plus.
• Experience with ticketing platforms (ConnectWise Manage) and PSA-driven operations preferred.
• Experience operating in regulated or compliance-driven environments (GovCon, CMMC, NIST 800-171, FedRAMP, HIPAA, or similar) preferred; willingness and aptitude to operate within CUI constraints required.

Benefits

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days).
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.
• Clear Promotion and Advancement Tracks.
• Work with Industry-Leading Talent.

Compensation

The base pay range for this position is expected to be between $100,000 and $150,000 per year, plus an annual on-target bonus of 10-15%. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization Criteria

Standard: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa. This position requires U.S. citizenship due to federal government contract obligations and access to secured information systems.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline

The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 7/22/26.