Job Description
Summary
The Director of Managed Services is responsible for the oversight and operations of our Managed Services Practice – AllManage. The Director of Managed Services will ensure that AllManage delivers high-quality, efficient, and customer-focused services, while meeting all industry standard metrics, compliance requirements, and profitability goals. The Director of Managed Services will also lead the innovation and improvement of our operational tools, software, and processes, leveraging new technologies and AI to enhance our capabilities and value proposition. The Director of Managed Services will work closely with the sales team, customer success team, and other stakeholders to ensure 100% customer satisfaction and retention, as well as to support the growth and expansion of our services portfolio.
Responsibilities
- Manage the day-to-day operations of the AllManage practice, ensuring that all services are delivered in accordance with the agreed service levels, contracts, and customer expectations.
- Monitor and report on the performance, quality, and profitability of the AllManage practice, using industry standard metrics and KPIs, such as SLA compliance, ticket resolution, customer satisfaction, utilization, and revenue.
- Ensure that AllManage maintains compliance with all relevant regulations and standards, such as HIPAA, SOC2, and ITIL.
- Oversee the evaluation, selection, implementation, and maintenance of operational tools and software, such as remote monitoring and management, automation, and AI, to optimize the efficiency, effectiveness, and security of our services.
- Drive the innovation and improvement of our services, processes, and best practices, by identifying and implementing new technologies, solutions, and methodologies that can enhance our value proposition and competitive edge.
- Manage the AllManage - Proactive vCIO program, ensuring that we provide strategic guidance, consulting, and planning to our customers, and that we align our services with their business goals and needs.
- Lead, coach, and develop a team of highly skilled and motivated service delivery professionals, providing them with the necessary training, tools, and resources to succeed and grow.
- Foster a culture of excellence, collaboration, and customer-centricity within the AllManage practice, and across the organization.
- Build and maintain strong relationships with our customers, partners, vendors, and internal stakeholders, ensuring that all understand the team’s needs, expectations, and feedback, and that All Lines delivers on our promises and commitments.
- Support the sales team and customer success team in identifying and pursuing new business opportunities, renewing and expanding existing contracts, and resolving any issues or escalations.
Requirements
- Bachelor's degree in Computer Science, Information Systems, Business Administration, related field, or equivalent combination of education and experience.
- Minimum of 10 years of experience in IT service delivery, with at least 5 years of experience in a senior management or leadership role.
- Proven track record of managing and growing a successful managed services practice, with demonstrated results in achieving operational excellence, customer satisfaction, and profitability goals.
- Extensive knowledge and experience with IT service management frameworks, standards, and best practices, such as ITIL, and SOC2.
- Strong technical skills and experience with a variety of IT systems, platforms, and tools, such as Windows, cloud, network, security, backup, disaster recovery, ticketing, remote monitoring and management, automation, and AI.
- Excellent communication, presentation, and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences, at all levels of the organization.
- Exceptional organizational, analytical, and problem-solving skills, with the ability to prioritize, manage, and execute multiple projects and tasks in a fast-paced and dynamic environment.
- Highly motivated, self-directed, and customer-oriented, with a passion for delivering high-quality and value-added services.
- Ability to work well with a diverse and cross-functional team, as well as independently.
- Willingness and ability to travel as needed.
Job Tags
Full time, Remote work,