Note: The job is a remote job and is open to candidates in USA. Ntiva, Inc. is a community dedicated to helping each other and their clients thrive both personally and professionally. The Director, Operations GovCon is responsible for all service delivery operations within the Government Contracting vertical, leading service delivery and support operational roles while ensuring compliance with industry standards.
Responsibilities
- Develop and execute market-specific operational strategies aligned with enterprise objectives and the GovCon growth roadmap, using operational data to diagnose, prioritize, and drive decisions
- Lead service delivery managers, and support operational roles, ensuring consistent execution, healthy escalation paths, and efficient dispatch and resource allocation across the market
- Monitor capacity, utilization, and service delivery; build and maintain data models that inform staffing, scheduling, and profitability decisions
- Operate service delivery within CUI handling, CMMC, and NIST 800-171 constraints, ensuring operational processes, documentation, and tool usage remain compliant by design
- Own service delivery KPIs, SLA/SLO adherence, and client satisfaction outcomes; report operational performance to market and enterprise leadership with data-backed analysis
- Lead hiring, onboarding, coaching, and succession planning for the service delivery organization; develop pod managers into stronger operational leaders
- Maintain and improve operational documentation, process standards, and knowledge management across the market
- Support executive escalations, participate in strategic client discussions, and deliver credible resolution plans in high-stakes situations
- Partner with compliance, cybersecurity, and enterprise teams; contribute to enterprise-wide initiatives and market-level go-to-market launches
Skills
- 5–8 years of experience in technical operations or service delivery, including 2–4 years at a management level, preferably leading through managers or supervisors
- Demonstrated data-driven operational decision-making: pulling, analyzing, and presenting operational metrics to justify staffing, process, and investment decisions
- Proven ability to maintain operational stability in high-growth or rapidly changing environments
- Strong executive communication and strategic planning capabilities
- Advanced financial and business analysis skills; budget and P&L exposure
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
- ITIL, PMP Certifications
- Bachelor's degree a plus
- Experience with ticketing platforms (ConnectWise Manage) and PSA-driven operations preferred
- Experience operating in regulated or compliance-driven environments (GovCon, CMMC, NIST 800-171, FedRAMP, HIPAA, or similar) preferred; willingness and aptitude to operate within CUI constraints required
Benefits
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
- Health Savings Account (HSA) Options / PPO Options
- Employee Assistance Program
- Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
- Education Reimbursement Program
- Generous Employee Referral Program - cash bonus for successful referrals!
- Dynamic Recognition and Rewards
- Clear Promotion and Advancement Tracks
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