Job Description
Director Of Service Delivery
We are seeking a Director of Service Delivery in Richardson, TX. You will be responsible for strategic leadership, hold ultimate accountability, and oversight of the delivery of our services to our entire portfolio of clients. This includes responsibility for all our service delivery areas: Support Desk, Centralized Services, virtual IT Managers, vCIO, gCloud, gShield and Professional Services. The VP of Service Delivery will work closely with managers, and team leads to ensure client expectations are being properly defined and met. The ideal candidate must have very strong business acumen, a deep understanding of technical concepts as well as industry trends, and the ability to communicate these concepts to C-level executives.
What You Are Responsible For:
- Customer Relations
- Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
- Ensure overall client satisfaction
- Train team on how to manage and meet client expectations.
- Accountable for all aspects of the client experience and satisfaction.
- Look for opportunities to surpass clients' expectations.
- Development
- Maintain satisfactory levels of the Key Performance Indicators/Smart numbers.
- Produce and report on performance of department.
- Find, investigate, trial & implement new tools/products/services.
- Implement ISO 9001/SOC 2 Type2 processes and ensure adoption across all teams.
- Ensure implementation of our IT and security standards across all our client environments.
- Improve the use of the current tools/products/services.
- Improve/maximize efficiency and profitability of service delivery.
- Accountable for defining and maintaining our service delivery product/boundaries.
- Identify opportunities for growth and work with the appropriate team.
- Management
- Provide direct oversight and guidance to all the service delivery areas.
- Manage, motivate, lead, discipline, train, improve & encourage service delivery personnel.
- Mentor key personnel to success in the positions.
- Develop, train and hold personnel to service delivery processes.
- Work with Services Manager to Improve customer service skills of all team members.
- Work with the Service Desk Manager to monitor, manage and audit service delivery to ensure appropriate best practices & high service delivery standards are implemented across all clients.
- Ensure appropriate documentation is in place for specific support requirements.
- Organize and chair regular service review meetings.
- Drive employee engagement around current and future services and technology.
- Conduct customer support process training/review sessions.
- Ensure effective service delivery and problem escalation/management.
- Problem Resolution
- Review service failures and prepare/deliver postmortem/root cause incident reports on both technical and process issues.
- Conduct periodic operations reviews to review product and support performance.
- Perform trend analysis on both clients raised and internally identified issues and lead team(s) to develop a resolution.
Results Of The Position & Key Accountabilities:
- Run service delivery department efficiently and profitably (Exceed gross margin targets)
- Serve clients well and keep them happy: Keep CSAT above 97% (currently at 98%)
- Retain clients: Client retention of 95% and above.
- Significantly reduce ticket noise: Maintain RHEM (Reactive Hours per Endpoint per Month) of 0.25
- Run projects well and profitably: projects on time and on budget.
- Keep clients secure and compliant. Implement gShield services across all clients.
- Help clients thrive: Integrate technology into all areas of client businesses through digital transformation.
- Build strong client relationships: Meet and engage with clients regularly and build strong business relationships.
- Inspired standards: Develop a culture of discipline, excellence and workmanlike diligence to produce sustained results.
- Make serving clients fun: Drive engagement, energy and creativity in the service department.
- Inspire the service team: Keep our team mission driven by focusing them on grander mission and vision.
- Develop leaders: Create a culture of leadership development.
Hiring Profile Requirements:
- A passion for working and developing people and the ability to quickly build rapport and relationships with both internal teams and external clients.
- A strong passion for and alignment with why.
- Ability to build strong relationships with executive level leaders.
- A high degree of business awareness and commercial acumen.
- Strong organizational, time management and prioritization skills with great attention to detail.
- Able to take a creative approach to situations and problem solving.
- Effective communication and negotiation skills with all levels, technical through to director.
- Experience identifying and speaking to technical solutions for business problems.
- Ability to understand and communicate the importance of investing in certain technologies.
- Experience consulting for small and medium size businesses.
- Self-driven and highly motivated with a positive attitude.
- Committed to quality and ongoing process and procedure improvements.
- Demonstrated leadership and executive skills.
Education And Experience:
- A minimum of 5 years of service delivery leadership experience in preferably a larger MSP environment
- At least 5 years of strong/senior technical expertise.
- Bachelor's degree in a related field, with an advanced degree preferred.
- Experience in all aspects of developing and maintaining a technical service team.
- Proven experience in customer service.
- Experience with MSP applications, tools and techniques.
- Knowledge of IT and security best practices in the SMB market.
Key Competencies:
- Team-leadership.
- Strong customer relationship skills.
- Excellent written and verbal communication skills.
- High stress tolerance.
- Organization and planning.
- Problem analysis and problem-solving.
- Formal presentation and speaking skills.
- Persuasiveness and ability to adapt.
- Excels in team collaboration and efficiency.
- Driven, dedicated contributor that expects high quality results from him/herself and the team he/she leads.
- Strong critical thinking and analysis skills.
- Ability to collaborate, establish and maintain credible and influential relationships at all levels.
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