Delivery Director

  • location: Des Plaines, IL
  • type: Contract
  • salary: $62.50 - $67 per hour
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job description

Delivery Director

job summary:
Randstad's Technology Support Solutions (TSS) is responsible for the successful delivery of industry leading client engagements related to Service Desk, Call Center, Desktop and Mobile support managed services. This senior level Director position is responsible for ensuring service excellence across all client site TSS engagements, with a strategic focus on Service Level Agreements and contract adherence, client satisfaction, continuous service improvement, profit optimization, expansion of services, and cost containment.

 
location: Des Plaines, Illinois
job type: Contract
salary: $62.50 - 67.00 per hour
work hours: 8 to 5
education: Bachelors
 
responsibilities:
This role will oversee all client engagements and staff from various locations domestically. They will drive results through a team of Delivery Directors and 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 Directors and Managers.

ROLE RESPONSIBILITIES

Position location is flexible and will be jointly agreed upon

Remotely oversee all client site engagements (high profile/high revenue/high profit client site engagements)

Serves as senior engagement leader for client site portfolio within TSS.

Demonstrate 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 and other key leaderss 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 Directors and Service Delivery Managers in industry best practices as well as company policies and procedures

 
qualifications:
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

Approximately 25%+ travel is expected

Minimum five years' experience managing budgets

Significant leadership in a Supplier role providing Service Desk and / or IT support to clients

Led a total staff of at least 100 resources including managing managers of staff

Ability to influence through written and "slide" communications

Strong analytical background and able to cut data to tell a story

Able to work across several different high priorities - must be able to lead in a broad role while being accountable for results

 
skills: Ability to effectively communicate with all levels of the company, clients and other contracts

Ability to work across several different key priorities; leading in a broad role while delivering results.

Ability to analyze data and build a "story" that can be communmicated to client leadership.

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


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.

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