Randstad Digital's End User Services specialty within Cloud and Infrastructure is responsible for the successful delivery of industry leading client engagements related to Service Desk, Desk side support, Digital Workplace and Contact Center managed services. This senior level Director position is responsible for ensuring service excellence across all assigned engagements, with a strategic focus on Service Level Agreements, contract adherence, client satisfaction, continual service improvement, profit optimization, expansion of services, and cost containment.
This role will oversee client engagements and staff through the leadership of a team of Service Delivery Managers. Viable candidates will have significant IT support experience at a Director level, and will have managed multiple concurrent engagements both directly and indirectly through subordinate Service Delivery Managers/team leaders.
For immediate consideration send resume to nancy.lewis@randstaddigital.com.
location: Plano, Texas
job type: Contract
salary: $72.11 - 81.73 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
Required Skills - Experience managing large client engagements (150 resources plus) and experience managing P&L ($15M plus). Experience driving innovation in Workplace Services / End User Support
Job Duties - ROLE RESPONSIBILITIES
- Position location is flexible and will be jointly agreed upon
- Oversee multiple high profile client engagements
- Create mutually beneficial partner relationships with clients
- Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability
- Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and client satisfaction
- Develop senior level relationships with clients, championing business expansion and renewal
- Identify new business opportunities and work with Solution Development team and others on validating pricing and Statement of Work (SOW) development
- Regularly conduct formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, action plans, change management, and new opportunities
- Champion the Continuous Service Improvement program which includes the analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues
- Serve as an escalation point for client and personnel issues
- Provide training, guidance and mentoring to Service Delivery Managers in industry best practices as well as company policies and procedures
- Drive new ideas, trends and innovation specific to the End User Services space within client environments, in areas such as Digital Transformation and Digital Workplace
- Work with Service Delivery Managers:
o In the selection of staff
o To resolve client issues:
o Determine the nature of the issue and its impact to client satisfaction
o Determine compliance to the details of the Statement of Work
o Determine the action plan to resolve issues
- Support negotiations with the client on Statement of Work, engagement scope, and/or terms modification
- Obtain formal agreement on the action plan, and assign as necessary
- Effectively manages Service Delivery Managers and other direct reports:
- Full HR management responsibility, including hiring, coaching, counseling, performance reviews, etc.
- Establish training and certification needs
- Assist with career planning and personnel development
- Promote team building and resolve personnel issues
- Develop, implement, and measure retention programs for SDMs and engagement staff
- Assist Service Delivery Managers with weekly forecast reporting and ensure forecasts are submitted on schedule
- Review actual revenue and cost with Service Delivery Managers and report variances, following established procedures
- Develop, implement and monitor Employee Recognition programs
- Implement and measure compliance with Randstad Digital and ITIL Best Practices where applicable
- Collaborate with sales teams, recruiting teams, peers and other company leadership
- Partner with Account Executives and Branch Management to:
- Profitably grow the business
- Keep apprised of customer changes and business needs
- Share operational successes and opportunities information
- Include in quarterly quality review meetings
- Serve as End User Services and Digital Workplace resource to the sales and account teams
Job Requirements - REQUIREMENTS
- Graduate of an accredited college or university or equivalent business experience
- Minimum ten years IT Support Management or Client Engagement experience in a multi-location environment
- Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications
- Significant experience in IT support organizations, especially IT Service Desk or related end user support operations
- Deep understanding of End User Services best practices and industry trends (such as Digital Transformation, Cloud Technologies and/or Digital Workplace)
- Some travel is expected, but typically less than 15% of time is expected.
- Significant experience and familiarity with Service Desk/Desktop operations and KPIs
- Minimum five years' experience managing budgets
- Experience working in an outsourcing environment
- Experience building and managing multi-level teams (i.e., a manager of managers)
- strong teamwork, leadership, and employee motivational skills
- Demonstrated analytical and problem solving skills
- Ability to effectively communicate with all levels of the company, clients and other contracts
- Excellent organizational and follow-up skills with strong attention to detail
- Excellent verbal and written communication skills
- Outstanding customer management skills
- Broad based IT operations experience including knowledge of Help Desk, Desktop Support, Data Center, Network, Telecom and other associated IT Services
- Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment
- Extensive understanding of Service Desk metrics and Best Practices; ability to utilize metrics to identify opportunities for training and process improvement
- Extensive experience in report development, presentations and trending analysis
- Understanding ITIL practices, with certification preferred
- Demonstrated experience in continuous improvement initiatives, root cause analysis and project management
Desired Skills & Experience - 5 years experience managing staff of 200 plus, 5 years experience managing $15M plus P&L and deep understanding of tech trends in Workplace Services
qualifications:
- Experience level: Director
- Minimum 5 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
Applications accepted on ongoing basis until filled.
