Director of Operations

NOVO is an integrated technology partner for small and mid-sized businesses, based in Dallas/Fort Worth, Texas. We bring AI advisory, cybersecurity operations, regulatory compliance, cloud and Microsoft platform deployment, managed IT, and Microsoft licensing together under one roof - enterprise-grade depth at SMB-calibrated economics. As a Microsoft Direct CSP and Solutions Partner with Microsoft Advanced Support, we operate inside the full Microsoft commercial cloud, and we run as one team rather than six specialty practices. Our values, STAIRS - Security, Trust, Accountability, Innovation, Respect, Service - shape how we scope, deliver, and support every customer. Innovation without compromise.

Role Description

The Director of Operations is responsible for building, leading, and continuously improving NOVO's delivery operating system across service desk, project delivery, customer onboarding, resource planning, operational reporting, and service quality. This role ensures NOVO can scale with consistent customer experience, predictable delivery outcomes, clear accountability, and improved operational visibility.

The role serves as the central operational leader for delivery execution, coordinating closely with Sales, Finance, Accounting, Customer Success, Engineering, Service Desk, and Project Delivery without necessarily owning each of those functions. The primary purpose is to establish the processes, systems, management cadence, and reporting discipline needed for the business to run through a scalable operating model.

In addition, The Director of Operations owns the operational design, adoption, and reporting value of NOVO's delivery systems, including the PSA/service desk platform, project management platform, operational dashboards, and supporting Microsoft 365 tools. The role is accountable for ensuring the systems support NOVO's operating model, provide useful visibility, and reinforce consistent process execution.

What You’ll Do

• Own the operational framework for service desk, project delivery, customer onboarding, resource planning, escalation management, and service quality.
• Establish consistent intake, triage, prioritization, scheduling, handoff, and governance processes across delivery functions.
• Lead service desk operational maturity, including queue health, SLA performance, backlog management, escalation paths, customer experience metrics, and root cause improvement.
• Lead project delivery operations, including project intake, project health review, resource assignments, capacity planning, delivery forecasting, and delivery methodology.
• Define and improve customer onboarding processes to ensure smooth transitions from sales to delivery, technical readiness, go-live governance, and faster time-to-value.
• Coordinate cross-functional workflows with Sales, Finance, Accounting, Customer Success, Engineering, and delivery teams to reduce friction across the full customer lifecycle.
• Own management cadence and operational reporting, including KPI dashboards, executive scorecards, delivery forecasts, utilization reporting, margin visibility, and capacity planning.
• Develop and maintain operational standards, process documentation, playbooks, and continuous improvement practices that improve repeatability and accountability.
• Identify opportunities and champion execution of process improvement, automation, AI adoption and workflow orchestration to reduce manual effort, improve operational visibility and provide new capabilities to NOVO customers.
• Ensure customer escalations are managed through a clear process with defined ownership, communication standards, root cause analysis, and corrective actions.

Qualifications

• Strong Operations Management experience, including process optimization, service delivery oversight, and KPI tracking.
• Advanced Analytical Skills for data-driven decision-making, performance analysis, and continuous improvement initiatives.
• Proven Team Management capabilities, including leading cross-functional teams, coaching, and fostering a collaborative culture.
• Demonstrated Budgeting and resource planning skills, with experience managing operating expenses and optimizing cost efficiency.
• Excellent Customer Service orientation, with a track record of improving client satisfaction and supporting strategic accounts.
• Experience in IT services, cloud, cybersecurity, or compliance-focused environments; familiarity with frameworks such as NIST, CMMC, HIPAA, or similar is beneficial.
• Strong written and verbal communication skills, with the ability to influence stakeholders and present operational insights to leadership.
• Bachelor’s degree in Business, Operations, Management, or a related field; advanced degree or relevant certifications (e.g., PMP, ITIL, Lean/Six Sigma) are a plus.