Director, Operations & Service Delivery (Cloud and AI)
AirGate Technologies Inc.
Remote – Ontario (Canada)
Build Great Teams. Deliver Exceptional Customer Outcomes. Scale Operational Excellence. Shape the Future.
At AirGate, we're building something different.
We're not trying to become the biggest Microsoft partner in Canada—we're building one of the best at the Frontier of what is next.
Our vision is to grow and scale our world-class Microsoft consulting and managed services organization built on exceptional people, repeatable delivery, operational excellence, AI-driven innovation, and an unwavering commitment to customer success.
As we continue to grow, we're looking for a Director, Technical Operations & Service Delivery to help lead that journey.
This is more than a service delivery role.
It's an opportunity to build the operational engine that enables our business to scale.
If you enjoy building high-performing teams, coaching future leaders, using data to improve performance, and continuously making organizations better, we'd love to meet you.
About the Role
The Director, Technical Operations & Service Delivery is responsible for leading AirGate's technical organization and ensuring our customers consistently receive an exceptional delivery experience.
This role oversees all technical resources, including our Infrastructure, Security, Data Platform, AI, Managed Services, and Cloud Operations teams.
The role works closely with:
- Principal Architect
- Customer Delivery Managers
- Executive Leadership
- Finance
to ensure AirGate delivers secure, repeatable, and high-quality Microsoft cloud solutions.
This role is not responsible for solution architecture.
Our Principal Architect team sets the technical direction.
Your responsibility is ensuring our organization consistently delivers those solutions with exceptional quality, operational excellence, profitability, and customer satisfaction.
What You'll Do
Lead the Technical Organization
You'll lead and develop our engineering organization by:
- Building and coaching high-performing technical teams
- Hiring exceptional engineers and technical leaders
- Creating career development plans and succession planning
- Conducting performance reviews and ongoing coaching
- Supporting Microsoft certification and professional development
- Building a culture of accountability, collaboration, continuous learning, and operational excellence
Our people are our greatest asset. Developing them is one of your most important responsibilities.
Build Operational Excellence
You'll own how AirGate delivers.
This includes:
- Scaling our repeatable delivery model
- Improving operational processes
- Standardizing delivery methodologies
- Building operational playbooks and runbooks
- Driving quality and consistency across every engagement
- Improving documentation standards
- Supporting governance, change management, and operational maturity
- Leveraging AI and automation to improve how we work
You'll continually ask:
"How can we make AirGate better, faster, simpler, and more scalable?"
Own Performance Through Metrics
We believe what gets measured gets improved.
You'll build, maintain, and continuously improve operational scorecards that provide visibility into the health of our business.
You'll be responsible for metrics including:
- Customer Satisfaction (CSAT)
- Customer Retention
- Engineering Utilization
- Gross Margin
- Project Health
- Managed Services Performance
- SLA Achievement
- Resource Capacity
- Documentation Quality
- Delivery Quality
- Customer Escalations
- Employee Engagement
- Employee Retention
- Certification Progress
- Automation Adoption
- Operational Efficiency
You'll use data to coach leaders, identify opportunities, remove bottlenecks, and drive continuous improvement across the organization.
Deliver Outstanding Customer Outcomes
While Customer Delivery Managers own day-to-day customer engagement, you'll ensure the technical organization consistently delivers an exceptional customer experience.
You'll:
- Support strategic customer escalations
- Improve delivery quality across all engagements
- Monitor customer satisfaction trends
- Ensure successful operational handoffs
- Partner with Customer Delivery Managers to deliver exceptional customer outcomes
- Build customer confidence through operational excellence
Drive Continuous Improvement
You'll champion innovation across our business by identifying opportunities to improve operations through:
- Artificial Intelligence
- Automation
- Microsoft Copilot
- Power Automate
- Halo PSA
- Operational dashboards
- Knowledge management
- Standardization and Runbooks
- Repeatable delivery methodologies
Your goal is to leave the business stronger every quarter than it was the quarter before.
Who We're Looking For
We're looking for an operational leader—not simply a manager.
Someone who enjoys building organizations, developing people, measuring performance, and scaling businesses.
You should have:
- 10+ years of leadership experience within an MSP, Microsoft Partner, Systems Integrator, Professional Services, or similar technology consulting organization
- Demonstrated success leading technical delivery, managed services, engineering operations, or service delivery teams
- Experience building operational scorecards, KPIs, executive dashboards, and performance management frameworks
- Strong people leadership experience, including hiring, coaching, mentoring, and developing technical professionals
- Experience managing utilization, capacity planning, forecasting, operational budgets, and delivery performance
- Strong understanding of Microsoft cloud technologies including Azure, Microsoft 365, Security, Data, and AI (you don't need to be the technical expert, but you should understand the technologies and how consulting businesses operate)
- Exceptional communication, executive presentation, and relationship-building skills
- A passion for continuous improvement and operational excellence
What Makes Someone Successful Here
Our best leaders:
- Build great teams
- Coach future leaders
- Lead with humility and integrity
- Measure what matters
- Make decisions using data
- Hold themselves and others accountable
- Continuously improve people, processes, and performance
- Embrace AI and automation
- Build systems that scale
- Care deeply about customer success
They don't simply manage operations.
They build organizations that consistently deliver exceptional outcomes.
Why AirGate?
You'll join a leadership team focused on building one of Canada's premier Microsoft cloud consulting firms.
You'll help shape:
- Our engineering organization
- Our managed services business
- Our operational processes
- Our AI-driven future
- Our delivery methodologies
- Our leadership culture
You'll work alongside exceptional architects, engineers, customer delivery leaders, and executive leadership while helping define how AirGate grows over the next decade.
Career Growth
We're looking for someone with ambition and a commitment to excellence and growth.
This role is designed for a leader who wants to build more than a delivery organization.
As AirGate continues to grow, the successful candidate will have the opportunity to expand their responsibilities and progress into a Vice President or Chief Operating Officer role, helping shape the long-term direction of the company.
If you're excited about building an organization—not just managing one—we'd love to talk.
Compensation & Benefits
- Competitive Salary
- Performance bonus tied to customer satisfaction, operational excellence, team engagement, utilization, profitability, and continuous improvement
- Comprehensive health and dental benefits
- Flexible remote work environment
- Microsoft certification and professional development support
- Executive leadership opportunity with significant influence on company growth
- The opportunity to build and lead one of Canada's most innovative Microsoft cloud delivery organizations
Our Culture
At AirGate, we believe in building leaders who care equally about people, performance, and customers.
We value:
- Integrity
- Accountability
- Collaboration
- Continuous learning
- Operational excellence
- Innovation
- Customer success
- Humility
We believe in delivering technology the AirGate Way—through exceptional people, repeatable processes, measurable outcomes, and an unwavering commitment to helping our customers succeed.
Diversity & Inclusion
AirGate Technologies is committed to building a diverse and inclusive workplace. We welcome applications from all qualified candidates, including women, Indigenous Peoples, persons with disabilities, members of visible minorities, and members of the LGBTQ2S+ community.
If you're passionate about building high-performing teams, scaling operational excellence, and helping shape the future of a growing technology company, we encourage you to apply.
Pay: $135,000.00-$200,000.00 per year
Benefits:
- Company events
- Extended health care
- Paid time off
- Vision care
- Work from home
Application question(s):
- Have you grown a business division, service portfolio or operational team in an IT Consulting, MSP or Technology Firm in terms of revenue/profitability, excellence in delivery and productivity?
Education:
- Bachelor's Degree (required)
Experience:
- MSP or equivalent Operational Leadership: 5 years (required)
- Senior Leadership: 5 years (required)
Location:
- Greater Toronto Area, ON (required)
Work Location: Remote
