IT Operations Director - US - Plano, TX

About the role · The Operations Director will be responsible for leading and managing the Onsite Services Group (OSG) function within their aligned portfolio of customers/services/region. The role is responsible for the operational delivery of OSG to the agreed contractual perfor ...

Job description

About the role
The Operations Director will be responsible for leading and managing the Onsite Services Group (OSG) function within their aligned portfolio of customers/services/region. The role is responsible for the operational delivery of OSG to the agreed contractual performance standards and other agreed service commitments. The Operations Director will play a critical role in driving operational excellence, optimizing service delivery processes, fostering a customer-centric culture, driving team engagement, and collaborating globally with a one team attitude and approach.

Location: Arizona | Plano, TX

What you'll be doing

• Own the performance of assigned OSG teams and ensure service levels are met or exceeded.
• Track key performance metrics, analyze data and feedback, and identify opportunities to improve quality and efficiency.
• Lead issue resolution and escalations, partnering with General Services, HSE, Quality, or other teams to implement corrective actions.
• Maintain compliance with Quality, Health & Safety, and Environmental standards.
• Escalate service delivery risks, concerns, or performance challenges to FOS and Delivery Leadership.
• Participate in deal and contract governance, approving changes or highlighting risks.
• Ensure compliance with company processes, including expenses, overtime, mandatory training, and safety procedures.
• Drive continuous improvement initiatives, including process optimization, automation, and adoption of new tools and technologies.
• Partner with the Strategic Workforce Office to review, develop, and implement operational policies, procedures, and quality assurance measures.
• Lead initiatives that strengthen operational efficiency and align the department with CC and OSG strategic goals.
• Support department development projects in alignment with PIM and market trends.
• Build strong working relationships with Delivery Leaders, Service Managers, Senior Project Managers, customers, and partner teams, serving as a trusted advisor and escalation point.
• Collaborate with Sales, Project Management, GTS (LTS), Delivery Leadership, T&T, and other internal teams to support seamless service delivery.
• Manage the P&L and cost controls for your area; partner with Finance to develop and oversee budgets.
• Work with the Strategic Workforce Office to ensure staffing levels and skills meet operational needs.
• Provide clear leadership to OSG teams, setting goals, expectations, and behavioral standards aligned with CC values.
• Build a high-performance culture that supports team engagement, collaboration, and professional development.
• Coach Senior/Operations Managers to strengthen leadership capability and service expertise.
• Hold regular one-on-one meetings (at least quarterly) focused on development, training, and well-being.
• Address performance or behavioral issues promptly and effectively.
• Maintain consistent communication within the team, including recurring team meetings.
• Serve as backup for the Country Head when needed.

What you have

• 5+ years of leadership experience in IT managed services or a related international/global operational environment (e.g., service management, transition management, or operations management).
• Bachelor's degree in business, Information Technology, or a related field; equivalent experience accepted.
• Proven experience managing geographically dispersed, virtual, and culturally diverse teams.
• Demonstrated experience implementing and operating IT Service Management (ITSM) frameworks such as ITIL.
• Strong understanding of IT technologies, products, and engineering/field operations, with onsite experience preferred.
• Track record of leading operational improvement initiatives, driving change, and delivering successful projects.
• Background in customer service; experience managing turnaround or loss-making contracts is an asset.
• Current knowledge of industry trends, emerging technologies, and best practices in IT service delivery.
• Proficiency with SAP, Microsoft Office, and Microsoft Teams.
• Fluent in English, with the ability to collaborate effectively across global teams.
• Legally eligible to work in the United States.
• Willingness to travel to managed locations and to participate in global leadership meetings as required
• Strong leadership capabilities with the ability to inspire, motivate, and develop teams.
• Excellent written and verbal communication skills, including the ability to work effectively with colleagues across different countries and cultures.
• Skilled at building strong relationships and networks internally and externally; persuasive and confident communicator.
• Proven ability to drive operational excellence, continuous improvement, and organizational change.
• Strategic thinker with the ability to translate strategy into actionable plans and execution.
• Strong analytical and problem-solving skills, capable of diagnosing issues and developing effective solutions.
• High level of commercial and financial acumen, with an understanding of operational cost drivers and business impact.
• Ability to prioritize work, manage multiple requests, and perform effectively in fast-paced, dynamic environments.
• Strong attention to detail and commitment to delivering high-quality outcomes.
• Resilient and adaptable, with the ability to remain effective under pressure or in challenging situations.
• Demonstrated ability to build trust, show initiative, and exercise sound judgment.
• Team-oriented approach with the ability to collaborate across functions, regions, and organizational levels.
• Comfortable engaging with global teams, including those for whom English is not a first language.

What you can expect

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta.