Latitude, Inc.
Director of Managed Services
Broomall, PA - Full Time
Director of Managed Services
Main Points
The Director of Managed Services provides leadership, direction, and guidance to the Managed Services team to ensure high standards of delivery and smooth running of our Managed Service engagements. You will be responsible for developing strategies, maintaining positive relationships with the Service Group, coordinating with all departments to ensure all needs are met, meeting company goals and expectations in Service
Main Job Duties:
Ensure that strong processes are in place for Managed Service engagements to follow. Ensures consistency of processes across all Managed Service engagements
• Responsible for the maintenance, ongoing delivery, and solutions growth into existing clients
• Leads/Participates in Service Reviews as required
• Act as a point of escalation as required
• Ensure all engagements are being monitored and reported upon in an efficient and consistent way both internally and externally
• Responsible for full end-to-end management of the managed services lifecycle from, but not exclusive to; templates in/out, proposals in/out, framework negotiation and operational support, service escalation, client reviews and overall engagement within the customer
• Lead all improvement initiatives relating to reporting, monitoring and risk management across Managed Services
Requirements:
• 4-5 years of experience with managed services, delivery support, IT operations, and/or related services space.
• Working knowledge of AV control systems. Programming experience highly desired/ preferred
• Demonstrated knowledge of video and acoustic technical principles, TCP/IP networking, switches, routers, firewalls
• Demonstrated ability to staff, manage, and mentor support technicians and engineering resources
• Demonstrated ability to identify, develop, and lead service improvement initiatives
• Experience building and interpreting reports highlighting ticket volume, backlog resolution, response time, and Client Satisfaction Issues.
• Strong leadership and communication skills are necessary
Main Points
- Mostly onsite position in Broomall, PA
- Salary: 100k-140k+ depending on experience
- "command" and "control" experience required
The Director of Managed Services provides leadership, direction, and guidance to the Managed Services team to ensure high standards of delivery and smooth running of our Managed Service engagements. You will be responsible for developing strategies, maintaining positive relationships with the Service Group, coordinating with all departments to ensure all needs are met, meeting company goals and expectations in Service
Main Job Duties:
Ensure that strong processes are in place for Managed Service engagements to follow. Ensures consistency of processes across all Managed Service engagements
• Responsible for the maintenance, ongoing delivery, and solutions growth into existing clients
• Leads/Participates in Service Reviews as required
• Act as a point of escalation as required
• Ensure all engagements are being monitored and reported upon in an efficient and consistent way both internally and externally
• Responsible for full end-to-end management of the managed services lifecycle from, but not exclusive to; templates in/out, proposals in/out, framework negotiation and operational support, service escalation, client reviews and overall engagement within the customer
• Lead all improvement initiatives relating to reporting, monitoring and risk management across Managed Services
Requirements:
• 4-5 years of experience with managed services, delivery support, IT operations, and/or related services space.
• Working knowledge of AV control systems. Programming experience highly desired/ preferred
• Demonstrated knowledge of video and acoustic technical principles, TCP/IP networking, switches, routers, firewalls
• Demonstrated ability to staff, manage, and mentor support technicians and engineering resources
• Demonstrated ability to identify, develop, and lead service improvement initiatives
• Experience building and interpreting reports highlighting ticket volume, backlog resolution, response time, and Client Satisfaction Issues.
• Strong leadership and communication skills are necessary
