Role Overview
We are seeking an experienced Operations Manager to strengthen operational performance,
improve service delivery, support scalable growth, and drive profitability across our managed
services business. The Operations Manager will oversee the operational lifecycle of managed
services, from client onboarding and service delivery through project coordination, renewals,
reporting, quality assurance, and continuous improvement.
This role includes onsite client visits as needed to support quality assurance, review service
delivery standards, validate client experience, and ensure operational processes are being
followed consistently. This role requires a strong understanding of MSP operations, technical
service delivery, business systems, process improvement, and profitability. The ideal candidate
can work across service, projects, procurement, finance, sales, and client success to ensure work
is completed efficiently, accurately, and in alignment with company goals.
About Atlantic-IT.net
Atlantic-IT.net is a growing managed IT services provider delivering IT support, cybersecurity, cloud,
infrastructure, AI enablement, and strategic technology solutions to businesses across the region.
We partner with organizations to improve operational efficiency, strengthen security, modernize
technology environments, and help teams use technology more effectively to support business
growth.
Key Responsibilities
- Manage the operational lifecycle of managed services, including onboarding, service
delivery, project coordination, renewals, reporting, quality assurance, and continuous
improvement
- Improve business processes that support service quality, client experience, operational
efficiency, and profitability
- Monitor service delivery performance, ticket flow, project status, recurring services, SLA
performance, and operational metrics
- Conduct onsite client visits as needed to assess service quality, review client experience,
validate documentation, and identify operational improvement opportunities
- Support quality assurance across service delivery, project execution, documentation,
client communication, and recurring managed services
- Support cross-functional coordination between service, projects, procurement, finance,
sales, client success, and leadership
- Ensure client agreements, licensing, assets, vendors, recurring services, and
documentation are accurate and maintained
- Strengthen workflows related to ticket management, project handoffs, procurement, billing
readiness, recurring maintenance, and client reporting
- Use PSA, ticketing, documentation, reporting, project management, and procurement
systems to improve visibility and execution
- Identify opportunities to improve margin, increase workflow efficiency, strengthen service
consistency, and improve execution quality
- Provide reporting and recommendations related to workload, service performance, project
progress, profitability, risks, and process improvements
