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Senior Director of Operations (Managed Services) 

Blue Bell, PA
Our client looking for a Senior Director of Operations (Managed Services) that will provide the vision, drive, and thought leadership to grow the Managed Services operational capabilities. You will oversee daily operations for a 24×7 support services team specializing in infrastructure systems, network, service desk, and cyber security. You will collaborate with functional managers and team leads to standardize their approach to incident, problem, and change management as well as resource capacity planning. Your focus will be promoting consistency, driving efficiency, exploring automation, improving customer satisfaction, and supporting the (service) product lifecycle.
In this role, you will be responsible for resource hiring, utilization, and enablement, using established metrics to drive individual and team performance. You will develop, maintain, and monitor adherence to company policies and procedures. You will support Service Managers through the contract lifecycle and work with the solutions teams to bring new service products to market. The ideal candidate is one with direct MSP experience, well-versed in the implementation and support of Managed Services, who has an existing operational playbook to draw from and a history of success with implementation. This position reports to the Chief Operating Officer.
Responsibilities
  • Performs functional oversight for the support organization; ensures that managed services resources are spending the appropriate levels of time and effort with assigned customers, within contract scope boundaries, to drive desired end goals
  • Establishes and maintains resource levels to support service and operational level agreements. This includes oversight of requisition development, hiring, prioritization of open roles, and regular engagement with recruiting
  • Acts as the highest point of escalation in Managed Services and approves customer communications and resourcing from outside groups (professional services)
  • Mentors functional managers and team leads in support of incident escalation, problem management, solution path development, compliance management, resourcing, and employee engagement
  • Schedules and participates in 1:1 meetings with support managers and Service Managers to address operational issues and coach up performance
  • Develops a collaborative culture with other functional areas outside of Managed Services, including sales, technical presales, professional services, and PMO
  • Maintains all functional policies and procedures for Managed Services
  • Oversees knowledge base development and related support documentation
  • Participates in Customer onboarding, service reviews, and offboarding
  • Manages vendor relationships and contracts for Managed Services tools and technologies
  • Coordinates with Service Managers to develop and present plans to (re)align effort actuals against cost baselines. This includes contract right-sizing
  • Performs weekly reviews of KPIs that are critical to the health of the Managed Services business and monthly reviews of key operational data
  • Provides regular status reports to the Chief Operating Officer and program updates to the Executive Leadership Team (as necessary)
Requirements
  • 10+ years’ experience with Managed Services, Delivery Support, IT Operations, and/or related services space, with direct experience working for a Managed Services Provider preferred
  • 10+ years of tech industry experience specializing in Customer Service, Incident, Problem, and Change Management with a strong understanding of ITIL principles and practices
  • 7+ years’ experience building and directing a technology department or practice
  • 5+ years of firsthand experience with enterprise-class datacenter technologies, including server/OS, virtualization, storage area networking (SAN), networking (LAN/WAN/WLAN), identity management, endpoint security, alert and event logging, and vulnerability remediation
  • 3+ years of firsthand experience with Microsoft collaboration technologies, including Office 365 (Exchange Online, SharePoint Online, OneDrive, Teams) as well as configuration management technologies (System Center Configuration Manager, Intune, AirWatch)
  • Demonstrated ability to staff, manage, and mentor support engineering resources
  • Demonstrated ability to develop and lead service improvement initiatives
  • Demonstrated ability to document and maintain department policies and procedures
  • Experience developing and leading quality assurance programs and activities
  • Experience building and interpreting reports highlighting ticket volume, backlog resolution, response time, and CSAT (Customer Satisfaction issues)
  • Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine)
  • Experience with network monitoring tools, technologies, and processes
  • Strong leadership and communication skills necessary
  • Bachelor’s Degree in information technology or related preferred
  • Current technology certifications a plus
  • Experience leading or contributing to the development of sales, marketing, and product efforts
Education and Training
  • College degree in Computer Science, Information Systems, Software Development, Project/Product Management, or Business Administration preferred, or similar work experience

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