Job Description
Director, Managed Services Operations
Location: Oakville, Ontario
Job type: Permanent Full-Time
Our client is looking for a Director of Managed Services Operations that will be responsible for providing strategic vision, leadership and direction to a team of collaborative, confident and client-focused technical support professionals within our Technical Support Centre. You will drive consistency and quality in the delivery of world-class managed services to our customers.
As Director, Managed Services Operations, you will be responsible for:
Responsibilities:
- The effective delivery of technical support services to our customers and providing legendary customer service experiences
- Fostering a sense of purpose within the team, developing short and long term objectives aligned with driving behaviours supporting our core values, mission and vision.
- Ensuring the adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices
- Mentoring and coaching KTSC management team in areas of service delivery and people management, fostering an atmosphere of accountability and customer service excellence
- Ensuring our support professionals have the skills, experience and capacity required to deliver our service offerings
- Act as a customer escalation contact as required and provide management and guidance related to the resolution of customer satisfaction concerns
- Establish, track and report on Key Performance Indicators supporting the delivery of operational excellence
- Encourage and guide the team to create an environment of continuous service improvement
- Responsible for audit and compliance initiatives needed to maintain ability to deliver partner-led service offerings
- Contribute to the development and management of an annual departmental budget consistent with short and long term business goals.
- Responsible for recruitment, development and training of team members, including performance evaluations and career path planning
Required Skills:
- Provide strategic and operational direction to our IT Operations staff
- Evolve strategy and structure of the team to meet growth objectives as well as customer expectations of the services
- Expertly handle escalated customer satisfaction issues
- Provide guidance and thought leadership related to the implementation of new services and continuous improvement of existing services
Required Experience:
- 10+ years’ experience leading teams focused on IT Operations within a service provider environment
- Managed technical people and know how to hire, train, motivate, coach, develop and mentor them
- A university degree in Business or Technology
- Strategic planning and management expertise
- Demonstrated commitment to providing an exceptional customer experience
- Strong working knowledge of ITIL/ITSM principles and best practices
- Demonstrated success in building teams and optimizing workforce management
- Strong communication skills (written and verbal), interpersonal and presentation skills
- Demonstrated ability to seek out and act upon opportunities for service improvement
- A self-starter and action oriented mentality
To Easy Apply send your resume to info@infinitumrecruiting.com [Subject Line = Director Managed Services]