Director of Managed Services

July 25

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Insentra

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We are, and always will be, #PartnerObsessed

Technology Services • Enhanced Support • Professional Services • Symantec Services • Managed Services

51 - 200

Description

• Key to the success of this global role is inspiring leadership and management of multidisciplinary technology support teams. • A strong background in strategy and service management, service delivery, and client service is required to drive and grow the managed services business with market relevant, value-added services for partners and their clients. • The role is also focused on exceeding our customer’s expectations by ensuring our delivery teams are strategically aligned, customer focused and empowered to be successful. • Lead, mentor, and inspire a team of IT professionals, fostering a collaborative and accountable culture while providing guidance for success. • Own the budget and P&L for the global Managed Services business. • Provide oversight of the development, deployment, and maintenance of critical business tools, prioritizing activities to meet stakeholder requirements and delivery needs. • Continuously improve CSAT and NPS ratings and ensure our services make raving fans of our clients. • Ensure delivery is to our global standards of security, quality, and process adherence. • Oversight of shared services, ensuring open lines of communication between Managed Services and Professional Services teams. • Drive innovation to create new market relevant offerings. • Facilitate streamlining processes, leveraging automation, eliminating inefficiencies in delivery and billing.

Requirements

• Minimum of 10+ years of experience in a senior Service Management or Customer role, delivering complex/outsourced services. • 5+ years of hands-on technical experience in IT, including configuration, installation, maintenance, support, and troubleshooting of enterprise systems; process development; project management; service management; and governance frameworks. • 5+ years of leadership experience within Managed Services handling multiple support teams, including outsourcers, with a strong understanding of technical support functions and related engineering responsibilities. • Ability to lead and develop a global team across geos. • Experience deploying managed services across multiple platforms, including: Azure, VMWare, Private clouds and AWS. • An obsession with customer satisfaction. • Demonstrated ability to position and present at a C-suite level. • Demonstrated experience of account/ department P&L management. • ITIL Service Management accreditation. • Experience in allocating resources, developing documentation, Incident Management, Change Management, and ITIL Standards for Support Centers. • Strong working knowledge of ITSM service delivery concepts. • Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers. • Ability to manage and implement organizational change – change agent and ambassador.

Benefits

• Insentra crew support and career-development resources and certifications to expand your skills and enhance your expertise along your career journey. • A diverse and inclusive community of belonging. • Generous crew benefits: including health, financial, work/life balance, paid time off, and competitive compensation packages.