Position Summary:
The Senior Director of Managed Services reports to the VP, Managed Services and is responsible for driving strategy and performance while overseeing and managing the day-to-day operations of our client service delivery teams within the region. This role accountable for ensuring the smooth and efficient delivery of services to clients while meeting or exceeding established metrics and KPI’s.
Key Responsibilities:
· Assist in development and drive implementation of strategic plans, objectives, and initiatives for your group in alignment with the overall organizational goals.· Understand key client needs and requirements, ensuring that services are aligned with their contract.· Act as an escalation for key clients and address client escalations is a timely matter.· Assist in the creation and delivery of key client business reviews.· Implement operational policies, procedures, and best practices to enhance service delivery efficiency and effectiveness.· Identify opportunities for process improvement, automation and operational optimization to drive cost savings and enhance service quality.· Oversee the delivery of Client Services and Technical Account Management (TAM) services, ensuring adherence to metrics, KPI’s and contractual obligations.· Monitor key performance indicators (KPIs) and metrics to assess the performance and effectiveness of the your team.· Implement quality control measures and continuous improvement initiatives to enhance service delivery and client satisfaction.· Ability to communicate and demonstrate knowledge and use of all core products, within managed services.· Provide strong leadership to your team, including hiring, training, and performance management.· Foster a culture of teamwork, collaboration, and continuous learning within the department.· Partner with cross-functional departments, promoting collaboration and effective communication practices. · Set performance goals and objectives for team members and conduct regular performance reviews.· Monitor and control costs, identifying opportunities for cost optimization and revenue growth.· Prepare reports and analysis for senior management.· Adhere to and support HR administrative policies and procedures. · Manage assigned fiscal duties and budgetary responsibilities for department and team in collaboration with the Finance department. · Collaborate with the sales department to identify growth opportunities.
Qualifications:
· Excellent leadership and team management skills.· Exceptional communication and interpersonal abilities.· Analytical mindset with the ability to make data-driven decisions.· Strong financial acumen and budget management skills.· Proven track record of building and maintaining client relationships.· Experience in process improvement and change management initiatives.Experience and Education:· Bachelor’s degree in related field required.· At least seven – eight years of IT service delivery experience with at least seven to ten years in a leadership role with preference given to global team management.· ITIL certification preferred.· Able to work from a Meriplex office
Physical Demands:
Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
