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
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.
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
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.