Director, Managed IT Services

Job Summary:

The Managed Services Director will oversee the design and implementation of sophisticated managed services tailored to meet the specific business needs of our upper mid-market and enterprise clients. This position involves consulting with client buyers and technical teams to design effective service engagements within assigned clients. The role also includes leading other architects, delivery, and sales personnel throughout the implementation process and into ongoing Managed Services support.

The Firm provides comprehensive managed services to growing organizations. Our solutions range from cloud/infrastructure managed services, to business line applications managed services such as Netsuite, to end user service desk, to full outsourcing of IT. This role uses client feedback and sales experience to mature go-to-market and delivery strategies to align our solution offerings with the needs of upper-mid market and enterprise level clients.

Job Duties:

• Designs managed services solution(s) to fulfill functional and technical requirements
• Designs relevant technical documentation, views, and proposal documents to communicate the solution to the Client and to internal teams
• Collaborates with internal teams to lead the solution design effort for a client account, discovering relevant technical requirements, and setting a scope and plan to meet client requirements
• Acts as the accountable point of contact for managed services solution discovery, design, and implementation in a client account
• Generates project organization, deliverable plan that includes configuration verification, transition
• Drafts and confirms Service Level Agreements (SLAs) using organizational standards guidance to gain agreement with clients
• Organizes the design/plan agreed with the client into a managed service delivery plan
• Owns accountability for contribution of peers and junior team members to the solution design and complete review and approval processes for technical and commercial designs
• Analyzes the proposed solution and create views for value management to support the client in a decision to buy managed services
• Creates proposals for Clients reflecting relevant detail, collaborating with sales and business leaders to win managed services opportunities
• Leads support and escalation calls with customers and/or vendors on technical design / issues / discussion where need arises
• Leads the transition effort from sales to an ongoing run state for a sold managed services engagement
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of managed services team members
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Qualifications, Knowledge, Skills, and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree in Information Technology or Computer Science, preferred

Experience:

• Ten (10) or more years of professional experience in Service Delivery, IT or Professional Services, required
• Eight (8) or more years of strong IT operational experience, required
• Five (5) or more years of experience leading teams within an IT services environment, required
• Four (4) or more years managing and overseeing offshore teams, required
• Experience with pricing enterprise-level engagements, required
• Advanced managed services provider experience, preferred
• Advanced experience within a similar role and matrixed managed services environment, preferred
• Advanced experience in IT project management and managed services delivery, preferred
• Advanced experience in designing and architecting managed services programs with comprehensive service frameworks and delivery teams for emerging client needs, preferred
• Client facing consulting experience, preferred

Software:

• One (1) or more of the following, required:
  
  
  
  • Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
  • ITSM platform experience. Ex. ServiceNow
  • Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
  • FortiOS or other Firewall Software Experience
  
  

Licenses/Certifications:

• Project Management Professional, (PMP), preferred
• ITIL V3/V4, preferred

Other Knowledge, Skills & Abilities:

• Strong verbal and written communication skills
• Excellent interpersonal and customer relationship skills
• Strong analytical, facilitation, and documentation skills
• Strong project planning, scoping, and management skills
• Strong business process analysis & design and process flow skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of successfully multi-tasking while working independently or within a group environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to work well in a cross-functional team environment,
• Excellent organizational and multi-tasking skills

Keywords: Managed Services, Information Technology, Consulting, Network Operations Center, NOC, Manager, Azure, Service Delivery, Azure, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Microsoft