Director of Service Operations
About Skycomp Solutions Inc.
Skycomp Solutions Inc. is a growing Managed Service Provider (MSP) delivering IT solutions to businesses across the region. Our core focus it to provide a worry-free experience for our clients and to give back to our community.
We are in an exciting phase of growth and are looking for the right operational leader to help us scale our service team with structure, efficiency, and purpose.
This is not a role for someone who just wants to manage the status quo. We are looking for a Director of Service Operations who can come in and build the engine — someone who thrives on designing scalable frameworks, eliminating inefficiencies, and turning a high-performing team into a well-oiled operation.
You will be a key member of our senior leadership team, shaping the future of our service delivery and positioning Skycomp for sustainable growth.
**This is an in-office position and requires the ability and willingness to travel to client sites as needed. This role also offers opportunities to attend conferences and events throughout Canada and the US to build relationships and support ongoing professional development.
What You'll Do
- Design and implement scalable service delivery frameworks aligned to business growth goals
- Develop and maintain SOPs and process documentation across the service team
- Apply lean management and continuous improvement principles (Kaizen mindset) to drive operational efficiency
- Identify inefficiencies, measure results, and implement data-driven solutions
- Align service team operations with broader business strategy
- Lead, mentor, and build accountability within the service team
- Oversee SLA management, ticketing workflows, and escalation processes
- Collaborate with senior leadership to prepare the organization for scale
What We're Looking For
Required:
- 5+ years of experience in service operations, preferably within the IT industry
- Proven track record of building or restructuring operational frameworks in a fast-paced environment
- Strong analytical and strategic thinking skills
- Experience developing SOPs and process documentation
- Demonstrated leadership — calm under pressure, accountable, and trusted by frontline staff
- Ability to build rapport and collaborate with others within the company & externally
Strongly Preferred:
- MSP (Managed Service Provider) industry experience
- Familiarity with lean management, Six Sigma, or continuous improvement methodologies
- Experience with PSA/RMM platforms and IT service management tools
- Post-secondary education in Business, Operations Management, or a related field
Why Choose Skycomp?
- Competitive salary: $100,000 – $110,000 based on experience
- A comprehensive health benefits plan for the employee and their family
- A RRSP and/or TFSA matching program
- A seat at the senior leadership table with real influence over the direction of the company
- A team that is ready for strong leadership and excited for positive change
- Growth opportunities as the company scales, along with continued training & education
- Team building events, outings, and more!
Pay: $100,000.00-$110,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- On-site parking
- RRSP match
- Vision care
Application question(s):
- Please list the best email to contact you if moving forward with next steps.
- Do you own a reliable vehicle and have your G license? This is necessary for on site client visits if needed.
- Do you live in the Niagara Ontario region? This is strictly and in-office position.
Work Location: In person
