enVista is a global software, consulting, managed services and automation firm that optimizes supply chain and commerce for thousands of omnichannel retailers, distributors, and manufacturers. enVista is the only solutions provider in the market that optimizes and unifies both supply chains and omnichannel commerce end-to-end, from order capture to fulfillment, and from supplier to customer.
We help the world's leading brands improve efficiencies, cost-savings, customer service, and sustainability across their enterprises. enVista's agile, cloud-native Enspire Commerce Platform provides a single enterprise view of customer, inventory, orders, items and payments.
The Director of Managed Services Delivery will serve as the oversight and governance of all service delivery from the Managed Services group across all service offerings. They will lead a team of Service Delivery Managers and Project Managers responsible for the service level management of their assigned accounts and projects. This leadership role will also serve as a level of execution for all clients to address concerns or questions of scope, delivery, and risk. They will be responsible for analysis and reporting on customer satisfaction scores, SLA attainment, trends in service delivery, and overall project success (scope, budget, schedule). Quality assurance will be of key understanding in this role, as well as quick decision-making and the ability to provide clear direction. Meetings with key clients for monthly reporting on operations as well as QBRs will also be a regular occurrence.
The Director of Managed Services Delivery reports directly to the Sr. Director of Managed Services and will work closely and collaboratively with senior leadership, sales, and executives across the organization and all business lines.
Provide training, feedback, coaching, mentorship and overall leadership to a team of Service Delivery Managers and Project Managers
Provide oversight and governance of, as well as providing overflow coverage on; IT Infrastructure, Security or Application projects, onboarding new clients, and gathering data and teams to provide tasks, input, reports and feedback to customers, sales, and leadership.
Lead the development of templates for common projects such as Transition & Transformation (MS Onboarding), IT Infrastructure, Public/Private Cloud Migrations, etc.
Lead the development of SOPs for regular proactive service delivery tasks, including; weekly quality check on customer tickets and issues, weekly check on service level attainment of contractual SLAs and SLOs, developing meetings and agendas for Lessons Learned, leading and gathering signoffs for UAT, and tracking risks.
Provide feedback for continuous improvements across all ITIL processes and project execution
Educate and consult with customers on best practices and standards for service delivery
Recognize opportunities to add value to clients through added services or expanded scope of existing services
Maintain knowledge of technology products and services provided by the IT Managed Services group as well as IT industry standards (ITIL)
Lead, co-ordinate and participate in Quarterly Business reviews with assigned clients and Account Managers
Follow-up on any escalated concerns from clients, sales, or leadership with a goal to mitigate risk or client dissatisfaction, while still delivering within scope and budget
Provide utilization information to provide sound recommendations in resource level requirements needed for service deliver governance and for project management
Work in and help lead through a cross-functional, matrix-managed environment
Hire Service Delivery and Project Managers at varying levels to fill resource needs
Work closely with Sales to provide estimates on Project Management hours necessary to properly manage individual projects anywhere from simple to complex solutions
Skills & Experience Needed:
Bachelor’s degree in IT field (desired) or equivalent years of relevant work experience
ITIL Foundations v3 or v4 Certified or ability to achieve within 3 months of hire date
Demonstrated track record of increasing responsibility and career goal achievement
8+ years leading service delivery and/or project management in professional services, project services, technical support services, managed services or consulting services
Successful demonstrated experience managing multiple projects simultaneously
Experience in building and leading robust, diverse teams as well as succeeding in cross-functional matrix organizations
Management experience of both direct and indirect cross-functional managers and individual contributor employees
Background in the Service Provider industry, including applications, IT Infrastructure, Public and Private Cloud, or other managed services providers
A tireless, high-energy professional with the ability to adapt to changing priorities and possess a brand of confidence, which allows for delegation and empowerment of the team.
Excellent communication skills and ability to persuade - using simple communications that convey complex concepts in a compelling, concise, inspiring and creative way.
Adept at balancing intense short-term pressures with overall long-term goals.
Mature management style, instilling a co-operative team-oriented culture and values diversity of people and perspectives.
Benefits of Joining enVista:
We offer comprehensive benefits like competitive compensation including bonuses, medical, dental, and vision insurance, as well as life insurance and 401k plans with company matching
Flexible work, with a continued plan to allow work from home and hybrid options for our technologists and consultants
Career development through enVista University, an internal program partnered with Cornell University
Commitment to Diversity, Equity, and Inclusion through internal affinity groups for community support, and training and enrichment opportunities
September 29, 2021