Director Managed Services
Director Managed Services
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Job Description
Position Summary:
The Director of Managed Services reports to the SVP Client Service Delivery and is responsible for driving strategy and performance while overseeing and managing the daytoday operations of our national service desk and network operations center. This role accountable for ensuring the smooth and efficient delivery of services to clients while meeting or exceeding established metrics and KPIs.
Key Responsibilities:
Assist in development and drive implementation of strategic plans objectives and initiatives for your group in alignment with the overall organizational goals.
Define and 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 Service Desk and NOC services ensuring adherence to metrics KPIs 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.
Provide strong leadership to your team including hiring training and performance management.
Foster a culture of teamwork collaboration and continuous learning within the department.
Set performance goals and objectives for team members and conduct regular performance reviews.
Act as an escalation for key national clients and address client escalations is a timely matter.
Understand key national client needs and requirements ensuring that services are aligned with their contract.
Develop and manage the budget for your department ensuring financial targets are met.
Monitor and control costs identifying opportunities for cost optimization and revenue growth.
Prepare reports and analysis for senior management.
Qualifications:
Excellent leadership and team management skills.
Exceptional communication and interpersonal abilities.
Analytical mindset with the ability to make datadriven 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:
Bachelors degree in an IT business or a related field.
3 years in a leadership role managing 20 IT support staff.
Strong understanding of IT service management (ITSM) principles and best practices.
Able to work from the Meriplex office in either our Indianapolis or Houston.
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.
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.
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.
Required Experience:
Director
Employment Type
Full-Time
