Operations Manager

The Operations Manager owns the engine room of service delivery today and helps architect the compliance-oriented MSP we are building next. AutoTask is your home base. Moovila is your project execution layer. Resource capacity, project intake, utilization, and margin protection are your scorecard. Service design, SLA construction, and the operating model for a CMMC-aligned MSP are the build ahead of you.

This is not a project management role. You manage the system, not the projects. Delivery Managers and Project Managers run engagements. You run the operation that lets them do it well, and you partner with the CEO and leadership team to define how managed services will be delivered, measured, and scaled at Agile IT.

You will work side by side with the Delivery Manager, the PM, the Compliance Lead, the Solutions Architect team, and Finance. You will brief the CEO weekly on delivery health and serve as a core builder on the compliance MSP buildout.

What You'll Own

PSA System Ownership (AutoTask). Own AutoTask as the source of truth for service delivery. Configuration, workflows, ticket categories, time entry hygiene, billing accuracy, and reporting. Partner with Cordell Embry on platform optimization and with Finance on billing integrity. When the data is wrong, you are the one who finds out why and fixes it at the system level.

Compliance MSP Build. Partner with the CEO, Compliance Lead, and Delivery leadership to design the operating model for a compliance-oriented MSP. Service catalog, tiering, SLAs, escalation paths, evidence collection workflows, customer reporting cadences, and the operational guardrails that let us deliver inside a CMMC-aligned environment without losing margin or speed. You will help decide what we sell, how we deliver it, and how we prove it.

Project Intake and Sales-to-Delivery Handoff. Run the gate between a signed SOW and a kicked-off project. Validate scope, resourcing requirements, dependencies, and customer readiness. Schedule kickoffs. Confirm the right people are assigned with the right hours allocated. Catch scope gaps before they become change orders the customer resents.

Resource Management and Capacity Planning. Maintain a clear, current view of engineer and architect capacity across the delivery team. Forecast capacity against the sales pipeline. Surface the staffing decisions the CEO and Delivery Manager need to make and when. Run the weekly resourcing meeting.

Moovila and Project Execution Discipline. Own Moovila as the project execution platform. Ensure projects are set up correctly, tasks are sequenced, dependencies are mapped, and PMs are using the tool consistently. Drive adoption. Build the reporting that tells leadership which projects are healthy and which are not, before the customer tells us.

Utilization, Margin, and Delivery KPIs. Build and maintain the operational scorecard for the delivery and managed services organizations. Utilization rates, project margin, MRR retention, SLA performance, on-time delivery, customer satisfaction, scope creep, and write-offs. Publish weekly. Investigate variances. Recommend the operational changes that move the numbers.

Process and SOP Ownership. Document how delivery and managed services actually work at Agile IT. Build SOPs for project intake, kickoff, status reporting, change orders, project close, MSP onboarding, recurring service delivery, and customer handoff between project and managed services. Maintain them. Train the team on them. Audit adherence.

Cross-Functional Coordination. Partner with Maggie on financial reporting tied to delivery and managed services (P&L by service line, project profitability, MRR, deferred revenue). Partner with Sales on pipeline-to-capacity visibility. Partner with the Client Success Program on customer transitions from project delivery into managed services.

Required

• 5+ years of operations experience in a Microsoft partner, MSP, MSSP, or professional services environment
• Direct experience building or scaling an MSP operating model (service catalog, SLAs, escalation, recurring delivery rhythms)
• Hands-on AutoTask, ConnectWise, or comparable PSA administration experience. AutoTask preferred.
• Demonstrated experience owning resource management and capacity planning in a services organization
• Strong working knowledge of project management platforms. Moovila, Smartsheet, or similar.
• Comfort building and presenting operational reporting to executives. You can defend your numbers.
• Excellent written and verbal communication. You can write a clean SOP and run a productive meeting.
• A scrappy, small-business-owner mindset. You fix the problem, then you fix the process.

Preferred

• Experience operating in a GCC, GCC High, or CMMC-regulated environment
• Familiarity with NIST 800-171, CMMC Level 2 controls, and the evidence collection rhythm regulated customers require
• Familiarity with EOS, the L10 cadence, and Rocks-based quarterly planning
• Experience integrating PSA, accounting (QuickBooks or NetSuite), and CRM systems
• Background supporting a services business through a growth stage

This role reports directly to the CEO and sits at the operational center of the company. You will be in the room for leadership planning, EOS quarterly sessions, the compliance MSP buildout, and any decision that affects how we deliver. The CEO will invest in your development the way she invests in the rest of the leadership team. If you want to grow into a Director of Operations or COO seat as we scale the MSP, this is the path.

Agile IT operates on the RISE values: Reliability, Integrity, Stewardship, Excellence. We expect every leader to hold the line on all four.