Regional Director, Service Delivery

About The Position

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Regional Director, Service Delivery, is responsible for overseeing and managing the execution of responsibilities within IT Solutions Managed Services Service Desk. This role involves directing people leaders, mentoring, and managing teams to ensure the successful delivery of services to our clients. The Regional Director, Service Delivery, will be accountable for the overall performance of the service delivery teams within their assigned region, ensuring adherence to company processes and policies, and driving the attainment of company goals.

Key Success Metrics:

• Service Delivery Team Performance (Ticket closers, SLO attainment, etc.)
• Client satisfaction ratings
• Number of client-initiated Delivery performance escalations
• Client retention/churn

Responsibilities:

Operational Management

• Oversee daily operations of assigned regional POD service desk teams to ensure consistency in delivery experience.
• Responsible for resource and capacity management, ensure staffing plans meet current and future client/business needs.
• Monitor task assignments by all direct reports to ensure performance objectives and Service Level Agreements are being met.
• Participate in weekly Operational Management review of ongoing escalations, process improvements, and other staffing discussions.
• Develop operational reporting and implement action plans to achieve SLA/KPI targets.
• Analyze team productivity, workload, tasks, procedural and system performance, and provide technical analysis and recommendations for efficiencies.
• Directly manage leaders of Service Desk Teams.
• Complete performance and personal objective reviews of direct reports.
• Work with other Service Desk leadership, and business operations team to develop, update, and deploy operational processes.

Client Relationship Management

• Own the client relationship for the Regional Service Delivery team and build deep, meaningful relationships with clients in partnership with the Client Management Organization (CMO)
• Serve as the customer-facing representative for any escalations and be the accountable stakeholder for driving and pursuing resolution internally and delivering information to the client.
• Sustain proactive, comprehensive communication throughout active issues with customers to build and maintain trust.
• Ensure delivery team handles customer escalations with appropriate response and attention, while partnering with CMO and other teams to ensure coordinated client communication and support.
• Ensure Regional Service Delivery teams are complying to IT Solutions Client Governance Framework and teams are following proper communication processes, in regards to client engagements

Quality & Continuous Improvement

• Responsible for execution of service improvement plans and manage recovery of client flight risk actions.
• Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion.
• Evaluate, report, and improve Regional Service Delivery staff productivity
• Conduct regular audits of CSAT and other performance data points to validate delivery quality and provide feedback and review of regional and team operational performance.

Leadership

• Submit individuals to operational leadership for performance-based assessment and merit when appropriate.
• Coaches and reviews the performance of all direct reports and ensures that all staff are guided, trained, and developed in order to maximize individual and collective performance.
• Carries out supervisory and drives accountability for assigned regional opreation through direct organization responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Requirements

Knowledge, Skills, and Abilities:

• Passion for solving problems or helping others and taking the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Effective professional written and verbal communication using MS Word, MS Excel, and MS PowerPoint
• Meticulous in the management of issues, risks, and commitments
• Basic IT Solutions Managed Services tool usage, especially report generation (ConnectWise)
• Strong personal influence skills
• Strong negotiation skills
• Strong rapport and relationship-building skills with both internal individuals and external clients. Must be an effective communicator in difficult client situations
• Solid understanding of the technologies being managed by IT Solutions for the client
• Solid understanding of how delivery provides the management services
• Thorough understanding of ITIL v3 Foundation Service Management
• Willingness to be available for occasional non-traditional business hours work

Experience

Experience:

• Bachelor's degree or equivalent experience and/or military experience
• 5+ Years of managing IT services client relationships
• ITIL v3 Foundation, Six Sigma, PMP, and any relevant technical certifications are a plus

Compensation Package

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.