Director, Technical Services - North America

Bertelsmann-Jobs • Waltham, MA

9h • Remote

About The Position

This role provides strategic leadership for Arvato’s data center technical services organization, overseeing critical solutions such as high-security transport, white-glove delivery, deployment support, technical field services, and customer-facing operational excellence. Our clients include hyperscale data center operators, high-tech freight forwarders, co-location providers, and Software as a Service (SaaS) companies. As Director of Technical Services, you will set the direction for a high-performing, customer-focused technical operations team while building scalable processes, developing leaders, and ensuring consistent service delivery across sites and regions. This role requires strong strategic leadership, operational discipline, client relationship management, financial awareness, and the ability to translate customer requirements into executable service models. You will serve as a senior escalation point for clients and internal stakeholders, partner closely with operations, account management, engineering, quality, security, and commercial teams, and report directly to the Vice President, Data Center Services. The position is part of an international operations team, with travel required to support launches, customer engagements, operational reviews, and best-practice sharing.

Requirements

• Minimum 12 years of experience in logistics, technical services, data center services, field services, operations, or a related technical operations environment.
• Minimum 5 years of people leadership experience, including experience leading managers or multi-level teams.
• Demonstrated ability to build and scale operational teams, processes, KPIs, SOPs, and governance routines across multiple sites or customer programs.
• Strong customer-facing leadership skills with experience managing escalations, business reviews, service performance discussions, and executive stakeholder communication.
• Proven experience driving continuous improvement, cost control, productivity improvement, service quality, and operational standardization.
• Ability to interpret technical requirements and translate them into practical operating procedures, staffing models, training plans, and execution standards.
• Strong leadership, communication, analytical, problem-solving, and cross-functional collaboration skills.
• Proficient in Microsoft Office, ERP/WMS/TMS systems, reporting tools, and SharePoint or similar collaboration platforms.

Responsibilities

• Provide strategic leadership for the Technical Services organization, including service strategy, operating model design, resource planning, and execution standards.
• Lead, coach, and develop managers, leads, and technical team members to ensure strong performance, engagement, succession planning, and accountability.
• Oversee multi-site Technical Services operations with a focus on safety, quality, efficiency, customer service, security compliance, and scalable growth.
• Own performance management for technical services, including KPIs, service-level performance, corrective action plans, operational audits, and continuous improvement initiatives.
• Partner with commercial, account management, operations, quality, security, finance, and engineering stakeholders to align customer requirements with operational capability and cost-effective delivery.
• Support solution design, pricing inputs, implementation planning, and launch readiness for new technical services programs and customer projects.
• Serve as a senior client-facing escalation point, building trusted relationships with customers and ensuring timely resolution of service, quality, and operational issues.
• Drive standardization of SOPs, work instructions, training programs, change management practices, and best-practice adoption across sites and regions.
• Conduct regular business reviews, operational assessments, site visits, and leadership meetings to evaluate performance and identify improvement opportunities.
• Report regularly on service performance, operational risks, customer satisfaction, financial impacts, project progress, and improvement initiatives.

Benefits

• Medical, Dental, Vision, Life Insurance, and Disability Pay.
• 401(k) with company matching up to 6%.
• Paid Time Off, including paid holidays.
• Flexible Spending Accounts.
• Voluntary benefits such as legal and financial assistance, pet insurance, and more.
• Employee Assistance Program.
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.
• Commuter benefits.
• Employee engagement activities

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed