Director of Managed Services and Cloud

Job Description:

The Director of Managed and Cloud Services is an experienced and dynamic leader, capable of overseeing the delivery of our managed services offerings. The Director of Managed and Cloud Services will be responsible for ensuring high quality service delivery, managing client relationships, leading the managed services team, and driving continuous improvement in service operations. This role requires a strategic leader with a strong technical background and exceptional management skills.

Responsibilities:

• Service Delivery Management:
• • Oversee the delivery of all managed services to ensure they meet or exceed client expectations and SLAs.
  • Monitor service performance and implement improvements to enhance service quality and efficiency.
  • Develop and maintain service delivery metrics and reporting systems.
• Client Relationship Management:
• • Build and maintain strong relationships with key clients, acting as a trusted advisor.
  • Conduct regular meetings with clients to review service performance, address issues, and discuss opportunities for service enhancements.
  • Ensure high levels of client satisfaction and retention.
• Team Leadership and Development:
• • Lead, mentor, and develop the Managed and Cloud Engineering team, fostering a culture of collaboration and excellence.
  • Conduct regular performance reviews, set goals, and provide feedback and coaching.
  • Identify and implement training and development programs to enhance team skills and knowledge.
• Service Strategy and Improvement:
• • Develop and implement strategies for the managed services division to drive growth and innovation.
  • Identify opportunities for new service offerings and enhancements to existing services.
  • Stay updated on industry trends and best practices to ensure IT Voice remains competitive.
• Operational Management:
• • Manage the day-to-day operations of the Managed and Cloud Engineering team ensuring efficient and effective service delivery.
  • Oversee the resolution of complex technical issues and escalations.
  • Ensure compliance with all relevant standards and regulations.
  • Develop and deploy standards of implementation to be followed by all engineering and project management resources. 
  • Lead all problem management efforts to remediate and resolve reoccurring service issues within the managed services client embedded base.
  • Ensure that all platforms are patched and upgraded to ensure maximum performance for client service delivery.

·        Financial Management:

o   Develop and manage the budget for the managed services division.

o   Monitor financial performance and implement cost control measures as needed.

o   Provide regular financial reports and forecasts to senior management.

·        Technology and Vendor Management:

o   Evaluate and select tools and technologies to support managed services operations.

o   Manage relationships with key vendors and service providers.

o   Ensure that the managed services team is equipped with the necessary tools and resources.

Education/Experience:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience: Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role within a Managed Service Provider (MSP). Proven track record of successfully managing service delivery and client relationships. Experience with ConnectWise or other service management frameworks.

Skills and Abilities:

• Strong leadership and team management skills.
• Excellent client relationship management and communication skills.
• Deep understanding of managed services operations and best practices.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities and projects in a fast-paced environment.
• Financial acumen and experience managing budgets.

Additional Information: We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.

Compensation: $90,000 – $115,000/year (based on experience, negotiable)

Benefits:

·        401(k)

·        Dental insurance

·        Health insurance

·        Life insurance

·        Paid time off

·        Retirement plan

·        Vision insurance

Job Type: Full-time

Schedule: Monday to Friday: On Call required once every 3 weeks

Work Location: Remote with required in person meetings at the home office.