Director, Technology Services

ECI•New York, NY

9d•Remote

About The Position

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI. At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world . The Opportunity: The Director, Technology Services (DTS) will drive industry-leading Technology Service Delivery to all ECI clients within a specified geographical region. In this role, you will lead a team of engineers fostering an environment that emphasizes learning, empowerment, and personal development. Driving best-in-class operational practices, you will safeguard ECI technology standards and operational efficiency. A client-centric approach and collaboration are key in this role. You'll work with peers to improve regional IT services, build strong client relationships, and help increase retention, references, and revenue. This is a remote position with travel to NYC up to 2 weeks per quarter as needed.

Requirements

College/University degree in the field of Technology or equivalent combination of education and experience
8 + years practical experience in IT services
3+ years’ experience managing, leading and motivating IT professional service teams of 20 +
Knowledge of all mainstream ECI technologies in the IT realm, including hosted and cloud-based architectures
Impeccable ethical standards and professional presence
Self-motivated, goal-oriented and professionally styled leader, oriented towards the positive
Exceptional interpersonal skills, with a focus on rapport-building, listening, and curiosity
Ability to propose/debate ideas in a proactive manner when appropriate
Proven track record at being entrepreneurial when looking at business efficiencies & opportunities.
Ability to create strategic relationships, cross-functionally and with customers.
Ability to think strategically and create long and short-term plans
Strong technical fluency relating to IT systems and networking
Proven ability to understand the needs of clients

Nice To Haves

MSP or Technology consulting experience
Experience with financial services and/or trading environments

Responsibilities

Manage and continuously innovate service delivery methods and practices delivering high quality outputs and positive client experiences in the performance of technology service delivery tasks.
Maintain and improve positive client experience through timely and comprehensive service responsiveness and through proactive services processes; contribute to improving CSAT/NPS feedback and higher likelihood of renewals for the Company by ensuring service delivery is a strong positive factor in all clients’ business decisions regarding their choice of ECI as their MSP, MSSP and IT services provider.
Develop and present Operations Reviews for engineers which will include: Top regional clients’ Key client successes of the Region Operational KPI’s including utilization % by role against target, CSAT results, Capacity & staffing level analysis and examples of innovation from your leadership team
Effectively manage workloads across the team, client needs and balance workloads across regions
Formalize technical and operational quality with clients and gather appropriate business requirements from clients to be able to implement comprehensive and effective services delivery solutions.
Drive the planning, execution, and documentation of internal technology projects from concept to completion.
Develop frameworks and governance to ensure technical initiatives align with organizational priorities and compliance requirements.
Evaluate emerging technologies and tools for potential adoption within the internal technical ecosystem.
Establish measurable outcomes and success criteria for internal technical projects to demonstrate business impact.
Collaborate with product and engineering teams to standardize configurations, deployment procedures, and support models.
Continuously assess and refine standards based on client feedback, performance metrics, and evolving industry best practices.
Communicate technical strategies, project progress, and outcomes to senior leadership and key stakeholders.
Mentor team members on technical standards, project execution, and documentation practices.
Be the ‘voice of the client’ cross-functionally with the leaders and members of the companion Services organizations - such as GIS (Implementation Services), the Service Desk, Network Operations, & Specialized Services - to ensure that execution of those teams’ services activities is consistent with the high standards established for your region and your direct team.
Collaborate with your peer in the Client Success group, the Managing Directors and other roles to ensure that delivery quality is a positive factor in their business-growth relationships with your clients; similarly support your Sales colleagues with sales growth efforts, ideally being the ‘voice of credibility’ regarding the levels of excellence that ECI’s services delivery is capable of.
Proactively establish and maintain relationships with key decision makers amongst ECI’s most strategic clients.
Drive high levels of employee participation across your team for applicable Ensure that technological evolution is an overarching characteristic of your workplace mindset.
Collaborate with the Services Operations team on the evaluation of systems, processes, tools, KPIs, and dashboards that may be under consideration to improve our ticketing (ServiceNow) and services delivery processes and the visibility of relevant data points.