Infrastructure Services Operations / IT Service Delivery #11288

We are seeking an experienced, hands-on Manager of IT Operations and Service Delivery to lead our depot and field service operations and drive enterprise-level IT service management. This leadership role will oversee daily operations while supporting organizational growth and operational excellence across multiple sites in the DFW area. Reporting directly to company leadership, you will be responsible for executing growth strategies, expanding service capability, and ensuring top-tier service delivery to a broad portfolio of clients.

Key Areas of Responsibility:

• Service Delivery Leadership:
• Lead and manage Depot Services operations including equipment procurement, imaging, staging, pick/pack/shipping, diagnostics, repair, refurbishment, and secure asset disposition (data destruction, resale, and recycling).
• Oversee Field Services teams handling installation, relocation, break-fix, decommissioning, and project execution for data center and desktop refresh initiatives.
• Ensure superior customer on-site support and efficient project delivery.
• Operational & Financial Management:
• Full ownership of P&L for DFW depot operations, driving profitability and sustainability.
• Develop, document, and implement operational processes, standards, KPIs, and best practices.
• Collaborate with Sales, Finance, HR, and Legal to enable business success and ensure compliance.
• Implement scalable, quality-driven service models and foster continuous improvement.
• Team Leadership & Development:
• Recruit, hire, and develop high-performing technical and support teams.
• Provide hands-on leadership, coaching, mentorship, and enforce a culture of accountability and customer focus.
• Promote ongoing training and professional development opportunities for team members.
• Customer & Sales Support:
• Support the sales process by participating in late-stage opportunities-conducting customer site visits, presenting service delivery capabilities, and helping finalize SOWs and SLAs.
• Contribute to the design, buildout, and implementation of new delivery and support team models as needed.
• Active, Hands-On Engagement:
• Be actively engaged within the onsite facility, handling equipment up to 40 lbs as required and ensuring a strong operational presence.
• This is a fully onsite, operationally intensive role and not a desk-based or remote opportunity.

Do you have experience in Warehouse management experience?, Do you have a Bachelor’s degree?, * Minimum 10 years’ experience in IT service delivery, IT operations, or field services management, with demonstrated team leadership in fast-paced environments.

• Proven record managing technical operations teams for desktop, data center, or IT infrastructure projects.
• Hands-on P&L management and the ability to drive business performance through operational efficiency.
• Experience in both depot (warehouse-based) and field services, with an understanding of related workflows.
• Exposure to enterprise environments-network, security, and data center best practices are highly desirable.
• Strong operational leadership with an execution-oriented mindset-the ability to get things done is highly valued.
• Outstanding communication skills with a customer-focused approach and the ability to present to executive/enterprise stakeholders.
• Excellent organizational, documentation, and process discipline-including building out KPIs and scalable processes.
• Ability to recruit, hire, coach, and mentor both technical and support teams.
• Familiarity with emerging IT infrastructure technologies, IT standards, compliance, or ISO frameworks is a plus.
• Physically capable of handling IT equipment (up to 40 lbs.) and comfortable working in an active, hands-on environment., * Bachelor’s degree preferred; equivalent professional experience will be considered in lieu of a degree.
• Significant experience with project-based or service-driven IT organizations is strongly desired.
• Must be willing and able to work onsite 5 days/week; this is not a remote or desk-based role.