Director of Managed Services

Our Director of Managed Services is responsible for strategic leadership, holds ultimate accountability, and oversight of the delivery of our services to our entire portfolio of clients. This includes responsibility for all our service delivery areas: Support Desk, Centralized Services, virtual IT Managers, vCIO, gCloud, gShield and Professional Services. The Director of Managed Services will work closely with the service team to ensure client expectations are being properly defined and met.

This is achieved by developing and communicating the strategic direction for the service delivery department, hosting on-going meetings with the technical teams, implementing and refining processes to improve service delivery, monitoring & managing key business metrics, mentoring team members and developing leaders.

The ideal candidate must have very strong business acumen, a deep understanding of technical concepts as well as industry trends, and the ability to communicate these concepts to C-level executives.

Responsibilities

Managed Services Delivery Management

• Oversee the end-to-end delivery of Managed Services, ensuring timely execution, adherence to agreed parameters, and staying within allocated budgets.
• You will be accountable for all aspects of the Managed Services delivery life cycle.

Cross-Functional Collaboration

• Work closely with other teams and departments within GXA to refine and improve our Managed Service delivery strategies based on the evolving needs of the business and our clients. Your role will involve strategic alignment with multiple facets of our organization.

Customer Relationship Management

• Address any concerns related to service delivery promptly and professionally, while constantly striving to exceed client expectations.
• Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
• Ensure overall client satisfaction.
• Train team on how to manage and meet client expectations.
• Accountable for Managed Services aspects of the client experience and satisfaction.
• Look for opportunities to surpass clients' expectations.

Development

• Maintain satisfactory levels of the Key Performance Indicators/Smart numbers.
• Produce and report on performance of department.
• Find, investigate, trial & implement new tools/products/services.
• Facilitate implementation of SOC 2 Type2 processes and ensure adoption across all teams.
• Ensure implementation of our IT and security standards across all our client environments.
• Improve the use of the current tools/products/services.
• Improve/maximize efficiency and profitability of the Managed Service delivery.
• Accountable for defining and maintaining our Managed Service delivery product/boundaries.
• Identify opportunities for growth and work with the appropriate team. 

Management

• Provide direct oversight and guidance to Managed Services delivery areas.
• Manage, motivate, lead, discipline, train, improve & encourage Managed Service delivery personnel.
• Making sure the Managed Service team is consistently growing by establishing career development goals.
• Develop, train and hold personnel to service delivery processes.
• Work with team to improve customer service skills of your team members.
• Work with the team to monitor, manage and audit Managed Service delivery to ensure appropriate best practices & high service delivery standards are implemented across all clients.
• Ensure appropriate documentation is in place for specific support requirements.
• Organize and chair regular review meetings.
• Drive engagement of your team around current and future services and technology.
• Conduct customer support process training/review sessions.
• Ensure effective Managed Service delivery and problem escalation/management.

Problem Resolution

• Review service failures and prepare/deliver postmortem/root cause incident reports on both technical and process issues.
• Conduct periodic operations reviews to review GXA’s Managed Service product and support performance.
• Perform trend analysis on both clients raised and internally identified issues and lead team(s) to develop a resolution.

Performance Metrics

• Define, track, and improve key performance metrics related to Managed Service delivery.
• This includes maintaining high service level agreement (SLA) compliance, reducing service delivery times, and improving client satisfaction ratings.

Best Practices Implementation

• Implement and maintain best practices across all Managed Service delivery areas. You will identify opportunities for process enhancements and initiate changes to achieve operational excellence and superior service quality.

Requirements

• A passion for working and developing people and the ability to quickly build rapport and relationships with both internal teams and external clients.
• A strong passion for and alignment with GXA’s why.
• Ability to build strong relationships with executive level leaders.
• A high degree of business awareness and commercial acumen.
• Strong organizational, time management and prioritization skills with great attention to detail.
• Able to take a creative approach to situations and problem solving.
• Effective communication and negotiation skills with all levels, technical through to director.
• Experience identifying and speaking to technical solutions for business problems.
• Ability to understand and communicate the importance of investing in certain technologies.
• Experience consulting for small and medium size businesses.
• Self-driven and highly motivated with a positive attitude.
• Committed to quality and ongoing process and procedure improvements.
• Demonstrated leadership and executive skills.

Education and Experience

• A minimum of 5 years of service delivery leadership experience in preferably a larger MSP environment
• At least 5 years of strong/senior technical expertise.
• Bachelor’s degree in a related field, with an advanced degree preferred.
• Experience in all aspects of developing and maintaining a technical service team.
• Proven experience in customer service.
• Experience with MSP applications, tools and techniques.
• Knowledge of IT and security best practices in the SMB market.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Auxiliary Benefit Offerings (Legal Shield/Aflac)