Director of Managed Services and Operations

The Director of Managed Services Engineering and Operations provides daily leadership and direction for the managed services engineering team. The Director of the Managed Services Engineering and Operations team is passionate about delivering exceptional customer experience in both implementations and support service delivery. This position will focus heavily on the execution of operationalized managed service vision in platform-agnostic environments.

This position leads and manages the Lunavi managed services engineering team, including but not limited to service delivery, services enablement, project management, service operations, advanced consulting, and engineering coordination. Financial oversight will be required for forecasting, budgeting, and execution. This position will establish and maintain relationships with key vendors and customers. This person is also responsible for attracting, developing, and retaining our engineering talent, which is focused on technical and customer service/consulting skills. The person will regularly engage with sales team members, implementation project managers, leaders in other departments, and leaders of business units in other geographies with customers and prospects.

Reports to SVP Digital Transformation Services

Preference will be give to candidates in the Front Range (Wyoming/Colorado) or Omaha Nebraska area

Role and ResponsibilitiesWorks with SVP to set vision and strategy for investments and direction for the department.Collaborate with marketing and sales to identify, create offerings, and expand capabilities of managed services across Data and AI, Application Innovation, Modern Work, Security, and Infrastructure solution areas.Implement the technology strategy to successfully operationalize Lunavi’s Managed Services and other customer technology solutions.Work with engineering and 24/7 teams to showcase continuous improvement in customer satisfaction, quality, and efficiency.Be able to guide customers towards innovative business solutions to support their digital transformation efforts and high-performance, agile environments.Demonstrate automation and well-articulated repeatable processes and policies for operations, security, and management.Implement Cloud Assessments, Enablement Services, and Cloud Operations supported by state-of-the-art Cloud Tooling that enables margin expansion at scale.Ability to lead and manage a team that is geographically separated.Track and manage an on-call 24/7 rotation effectively.Participate and complete the monthly variable billing process for managed services.Set clear objectives, track progress, and instill a high-performance culture, emphasizing teamwork, service excellence, and ownership in resolving customer issues.Increase/promote automation of tasks.Provide input on strategic decision-making, budgets, hiring, process changes, etc.Assist pre-sales resources as part of our pre-sale's solution review and scoping solution projects.Daily responsibility for resource forecasting, scheduling, and efficient service delivery and support planning.Drive continuous improvement efforts in service delivery and support.Provide leadership oversight for the team to ensure that they stay informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.Participate in technical reviews and solution selections for technical committees across all business units.Delivered customer solution projects within budgeted hours while maintaining high customer satisfaction scores.Staff development, training, certification obtainment, hiring/terminating.Serve as the escalation point for the team and assist in solving complex service delivery and support challenges.Collaboration changes and new solutions with the technology team to implement strategies into service delivery and support.Monitor and continually improve performance, customer feedback, and customer satisfaction relative to our service offerings with our customer base.Work closely with other departments to provide consistency across all technical teams.

Requirements

BA/BS degree (Instead of a degree, four years of relevant work experience in an IT-related field – specifically in a managed services environment)Knowledge of networking5+ years of hands-on technical experience in IT, including configuration, installation, maintenance, support, and troubleshooting of enterprise systems; process development; project management; service management; and governance frameworks.5+ years of supervisory, management, or leadership experience, including experience in leadership within Managed Services.Experience deploying managed services across multiple platforms, including Azure, VMware, Private Clouds, and AWSProven work history in delivering key initiatives, such as technology migrations, new product/service launches, deployment of business applications, and reducing costs and inefficiencies.Ability to move between strategic to roll up your sleeves and be hands-on.Experience in scheduling resources, developing knowledgebase and documentation, Incident Management, Change Management, and ITIL Standards for Support Centers.Must have and maintain a valid driver’s license and insurance and have access to reliable transportation.Demonstrated ability to lead and develop a team of geographically diverse managers.Must prioritize and direct multiple assignments simultaneously in a fast-paced, high-growth environment.Maintains a positive attitude and quickly adapts to change.Strong customer service focus, with the ability to communicate with highly technical management teams.Excellent verbal and written communication skills with outstanding customer serviceStrong analytical, negotiation, and organizational skills. Clear focus under pressure. Creative approach to problem-solving and ability to think out of the box.Behavioral Expectations Self-motivated with efficient time management.Passion for delivering exceptional customer experience.Customer Service - demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others.Understand safety policies and actively promote safe practices in the workplace.Accurately provide and receive information in oral and written communications.Consistently provide ideas, opinions, or information in an articulate, professional way. Actively listen to others and demonstrate understanding of other points of view.Willingness and ability to adjust to changing conditions or priorities. Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems.Ability to maintain clean appearance and workspace.Preferred SkillsStrong understanding of our partner’s technologies.Quick problem-solving and decision-making.Detail oriented.ITIL CertificationAbility to gather relevant facts and develop and successfully pursue a business case, including revenue opportunities, network diagrams, and capital requirements.Strong management skills, including the ability to lead teams.IT Architecture experience in a large enterprise environmentExperience with network change management control policies.Understanding of HVAC mechanical systems, Medium/High voltage electricity, and Facility Security