Fractional IT Operations / Service Delivery Lead

A fast-growing Dutch cloud MSP specializing in Azure and AWS is seeking an experienced operations professional to establish and manage structured IT service delivery operations for a scaling organization.

• Design foundational operational frameworks including incident management, ticket workflows, and client communication standards
• Configure and optimize Zendesk ticketing system
• Develop and implement client onboarding processes
• Manage day-to-day queue oversight and SLA monitoring
• Provide client updates and conduct weekly operational reviews
• Generate monthly reporting and performance analysis
• Triage live incidents and ensure proactive communication

• 3+ years experience in IT operations, service delivery, or customer success operations at a tech company or MSP
• Proven track record building operational processes from scratch
• Hands-on experience with Zendesk or similar ticketing tools
• Conceptual understanding of cloud environments (Azure/AWS)
• Autonomous work style with proactive communication skills
• Fluent English

• Available during CET business hours
• High-impact role with direct CEO collaboration
• Zero bureaucracy environment
• Growth opportunities as the company scales