Director of Infra/Cloud Services

GlassHouse Systems • Lisle, IL

2h • Hybrid

About The Position

GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences. The Director of Services is responsible for overseeing service delivery, ensuring alignment with organizational goals, and leading a high-performing team to enhance customer satisfaction and operational efficiency. This involves the management of the services department including the Professional services team, the Managed Services team, the Network team and the IT organization.

Requirements

• Proven experience as an IT Service Director or similar (Technical) leadership role
• 10+ years delivering enterprise infrastructure and cloud solutions, including technologies in the IBM ecosystem
• 5+ years in a senior leadership or director-level role within technical or infrastructure services
• Strong knowledge of IT service procedures and practices
• Excellent leadership and managerial skills
• Strong communication and interpersonal skills
• Ability to handle and resolve conflicts effectively
• Strong problem-solving abilities and attention to detail
• Bachelor’s degree in IT or related field
• Ability to progress activities on multiple tracks in strict timelines (multi-tasking)
• Located close enough to commute 3 days a week to the Toronto HQ

Responsibilities

• Develop and implement service delivery strategies that align with the organization’s objectives and enhance customer experience.
• Define and manage the technical strategy needed to support GHS business initiatives and to deliver on customer commitments.
• Work with the Sales and pre-sales team to provide accurate scope and pricing of Service delivery Statements of Work.
• Assesses and prioritizes investment in current and emerging IT technologies in all areas of service delivery, including (but not limited to) IBM Power platforms, Power Virtual Server (PVS), IBMi and AIX, Storage, Network, Backup and DR solutions, whether on-premise or on public (IBM) or private cloud.
• Overseeing the daily operations of the service department, lead, mentor, and develop a high performing team of service managers and staff, fostering a culture of excellence and continuous improvement.
• Promote career growth, expanding expertise and supporting innovation in processes and technologies.
• Develop and manage the budgets for the service department on an annual basis.
• Able to assess, build, and control spending by introducing controls and efficiencies.
• Establish and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to enhance service offerings and address concerns promptly.
• Maintain strong collaboration with Technical Directors, Sales, Finance, PMO and Architects to support the successful delivery and oversight of service projects.
• Manage customer escalations and resolve issues in a timely and satisfactory manner, escalating to the EMT when needed.
• Coordinate with other departments to ensure alignment with company objectives.
• Manage service contracts and assist with negotiations with suppliers and vendors.
• Setup and monitor/manage Professional Services (PS) engagements that do not have a PM assigned.
• Provide the Finance department with hours consumed on a monthly basis, or project completion dates for billing purposes.
• Work with the Services team members to resolve internal or personal conflicts and concerns.
• Working with the Risk and Compliance specialist to design and implement policies and procedures that ensure compliance with regulatory requirements and industry standards, safeguarding the organization’s reputation.
• Work with the various services teams to develop and maintain policies to ensure consistent, timely and effective service delivery.
• Own, implement and improve on company policies that guide on access controls, asset management, and overall health of operations.
• Analyze customer feedback and service performance data to identify trends, anticipate needs, and develop strategies for enhancing customer satisfaction and loyalty.
• Ensure that service standards and quality are maintained.
• Monitor and report on Service department performance.
• Working with the other technical directors, develop ideas for the integration of innovative automation technologies and methodologies to streamline service operations and improve efficiency.
• Work with the various team Managers to implement new procedures and systems to improve service delivery and efficiency.

Benefits

• Competitive salary
• Health benefits (medical, vision, dental)
• Life insurance
• Pension plan
• Professional development
• Amazing company culture
• Free parking
• Gym on-site
• Join a team of professionals led by a diverse set of leaders from across the industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 11-50 employees