Director Managed Services

Meriplex•Wayne, PA

9d•Onsite

About The Position

Position Summary: The Director of Managed Services reports to the VP, Managed Services and is responsible for driving strategy and performance while overseeing and managing the day-to-day operations of our national service desk and network operations center. This role accountable for ensuring the smooth and efficient delivery of services to clients while meeting or exceeding established metrics and KPI’s. Key Responsibilities: Assist in development and drive implementation of strategic plans, objectives, and initiatives for your group in alignment with the overall organizational goals. Define and implement operational policies, procedures, and best practices to enhance service delivery efficiency and effectiveness. Identify opportunities for process improvement, automation and operational optimization to drive cost savings and enhance service quality. Oversee the delivery of Service Desk and NOC services, ensuring adherence to metrics, KPI’s and contractual obligations. Monitor key performance indicators (KPIs) and metrics to assess the performance and effectiveness of the your team. Implement quality control measures and continuous improvement initiatives to enhance service delivery and client satisfaction. Provide strong leadership to your team, including hiring, training, and performance management. Foster a culture of teamwork, collaboration, and continuous learning within the department. Set performance goals and objectives for team members and conduct regular performance reviews. Act as an escalation for key national clients and address client escalations is a timely matter. Understand key national client needs and requirements, ensuring that services are aligned with their contract. Develop and manage the budget for your department, ensuring financial targets are met. Monitor and control costs, identifying opportunities for cost optimization and revenue growth. Prepare reports and analysis for senior management.

Requirements

Excellent leadership and team management skills.
Exceptional communication and interpersonal abilities.
Analytical mindset with the ability to make data-driven decisions.
Strong financial acumen and budget management skills.
Proven track record of building and maintaining client relationships.
Experience in process improvement and change management initiatives.
Bachelor's degree in an IT, business or a related field.
3+ years in a leadership role managing 20+ IT support staff.
Strong understanding of IT service management (ITSM) principles and best practices.
Able to work from the Meriplex office in either our Indianapolis, IN or Wayne, PA location.

Responsibilities

Assist in development and drive implementation of strategic plans, objectives, and initiatives for your group in alignment with the overall organizational goals.
Define and implement operational policies, procedures, and best practices to enhance service delivery efficiency and effectiveness.
Identify opportunities for process improvement, automation and operational optimization to drive cost savings and enhance service quality.
Oversee the delivery of Service Desk and NOC services, ensuring adherence to metrics, KPI’s and contractual obligations.
Monitor key performance indicators (KPIs) and metrics to assess the performance and effectiveness of the your team.
Implement quality control measures and continuous improvement initiatives to enhance service delivery and client satisfaction.
Provide strong leadership to your team, including hiring, training, and performance management.
Foster a culture of teamwork, collaboration, and continuous learning within the department.
Set performance goals and objectives for team members and conduct regular performance reviews.
Act as an escalation for key national clients and address client escalations is a timely matter.
Understand key national client needs and requirements, ensuring that services are aligned with their contract.
Develop and manage the budget for your department, ensuring financial targets are met.
Monitor and control costs, identifying opportunities for cost optimization and revenue growth.
Prepare reports and analysis for senior management.