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Timothy Jones

@timothyjones

Senior Director / Head of Technical Operations & Client Delivery | Scaled Infrastructure, Modern Work & Enterprise Managed Services

United States

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What I'm looking for

I'm looking to lead technical operations or service delivery teams where I can scale remote-first execution, improve quality and unit economics, and apply AI-enabled automation and data-driven operating models to complex managed-services environments.

Crisis-tested Senior Operations and Client Delivery Leader with 20+ years of experience leading high-throughput MSP delivery, enterprise cloud infrastructure, and technical lifecycle governance.

Over four years of scaling 100% remote global delivery models, I maintained a 62:1 monthly install-to-headcount ratio (1,000+ monthly deployments), slashed deployment reject rates from 24% to 5%, cleared a 900+ order backlog by 88% using custom Power BI models, and sustained an enterprise 93% CSAT with zero turnover across core operational leadership.

Google AI Professional certified. I bridge internal engineering/NOC teams with C-suite and IT leadership to eliminate operational friction, conduct executive Sev-1 Root Cause Analyses (RCAs), optimize unit economics, and safeguard multi-million-dollar ARR.

Experience

Work history, roles, and key accomplishments

Senior Manager, Service Delivery & Implementations

TPx Communications

Jan 2022 - Dec 2024 (2 years 11 months)

Engineered a high-density workflow where a lean floor team of 16 specialists delivered 1,000+ global installations per month. Designed technical guardrails and standardized knowledge-sharing protocols, slashing installation reject rates from 24% to 5%.

SD WAN Firewalls Microsoft 365 SharePoint OneNote Teams Power BI Asynchronous Communication

Manager, Service Delivery

TPx Communications

Jan 2019 - Dec 2021 (2 years 11 months)

Directed a strategic cleanup operation using a custom Power BI dashboard, reducing a stagnant 900+ problem order backlog to under 100. Scaled the department from 19 to 40+ members and led the migration of analog POTS processes into unified digital ecosystems.

Power BI SD WAN Firewalls Digital Transformation Process Migration

Project Manager / Leadership Roles

TPx Communications

Jan 2006 - Dec 2018 (12 years 11 months)

Established foundational expertise in Managed Services implementations and service delivery, consistently exceeding installation targets and developing specialized training protocols for new hires.

Managed Services Implementation Training Service Delivery