Director, Managed Services (Remote)

Who is Trace3

Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate Automate Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine California. We employ more than 1200 people all over the United States. Our major field office locations include Denver Indianapolis Grand Rapids Lexington Los Angeles Louisville Texas San Francisco.

Ready to discover the possibilities that live in technology

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the big picture. We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The Stuff it takes to be a Needle Mover

We get things done and drive results. We lead without a title empowering others through a can-do attitude. We look forward to the goal mentallymapping outevery checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork -Humble Hungry and Smart

We are humble individuals who understand how our job impacts the companys mission. We treat others with respect admit mistakes give credit where its due and demonstrate transparency. We bring the weather by exhibiting positive leadership and solution-focused thinking. We hug people in their trials struggles and failures not just their success. We appreciate the individuality of the people around us.

About the Role:

Reporting to the VP Managed Services Operations the Director of Managed Services oversees all aspects of service engagements operational performance transformative initiatives direct and indirect resource management contractual lifecycles financial profit and loss statements governance and reviews vendor management and escalation management through issue resolution for the Data Center Operations and Engineering teams.

The position manages department-level deadlines responsibilities and deliverables ensuring readiness for all deliverables to internal and external stakeholders regarding all components of engagements with minimal direction or oversight. The ideal candidate will be responsible for financial planning and forecasting associated with the business unit and will work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the DC Ops and Engineering teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors. The candidate will exercise judgment with minimal direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and will act as the SPOC between executives customers departments and support teams.

SUMMARY OF OPERATIONAL JOB FUNCTIONS:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning staffing training cost estimation proposal preparation scheduling quality control delivery and operational oversight.
• Develop and maintain department goals metrics and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless integration and delivery for operations.
• Ensure accountability for identifying and enforcing engagement deadlines schedules and services while managing direct and shared resources to meet client requirements.
• Support and manage various teams championing a culture of growth and mentorship to motivate team members to support their own professional development.
• Assess financial reports (e.g. utilization P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies via COGS analysis.
• Serve as a subject matter expert and client liaison managing customer expectations based on Managed Services operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.

SUMMARY OF TRANSFORMATIVE JOB FUNCTIONS:

• Remain current with new and existing best practices to innovate DC Ops and Engineering operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate recommend and assist with the implementation of new tools technologies and processes to enhance operational efficiency and market differentiation.
• Creates processes and manages operations that combine internal and shared vendor abilities with client expectations to design creative and efficient solutions to meet customer demands and requirements.
• Define a milestone-driven roadmap based on baseline operations or identified gaps and implement strategic initiatives targeted at improving processes and tools using industry-leading frameworks.
• Perform assigned leadership duties in a transformative manner.

Qualifications & Interests:

• Proven ability to lead a team that works 7x24 and is geographically distributed.
• 10 years of experience managing complex multi-tenant infrastructure tools and systems comprised of on-premise and cloud-connected technologies.
• 8 years of experience working in a multi-tenant service provider environment.
• Experience working with and managing outcomes following the ITIL v4 framework standards.
• Strong strategic planning analytics skills execution and service delivery excellence.
• Financial acumen understanding of gross profit net income and other business financial terms and formulas.
• Problem Solving leverage relationships customer skills business acumen and creativity to solve problems.

The Perks

• Comprehensive medical dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match 529 College Savings Plan Health Savings Account Life Insurance and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3s DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership character and passion in all that we do.

Were committed to fostering an inclusive workplace where everyone feels respected valued and empowered to grow. We recognize that embracing diversity drives innovation improves outcomes fosters collaboration boosts teammate satisfaction and builds a more inclusive culture.

As an equal opportunity employer Trace3 bases all employment decisions based on individual qualifications merit and business requirements. We do not engage in discrimination on the basis of race color religion sex (including gender identity sexual orientation and pregnancy) national origin age (40 or older) disability genetic information or any other characteristic protected by federal state or local law.

Any demographic information provided is strictly voluntary kept confidential in accordance with Equal Employment Opportunity (EEO) regulations and will not be used in employment decisions including hiring promotions or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.