Director of Operations and Service Delivery, Cloud and AI (Path to VP or COO)

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 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