Director-ITO Services

Job Summary:

The Director of ITO Services ensures the successful delivery of IT services to clients while maintaining high levels of customer satisfaction. As the primary point of contact between the MSP and the client, the Director oversees service operations, manages client escalations, and ensures that service levels are met. The Director also oversees service improvement initiatives and acts as the internal champion for the client's business objectives.

Responsibilities:

Service Delivery Management:

• Provide strategic oversight for IT operations across multiple client accounts managed by Service Delivery Managers (SDMs).
• Develop and review financial forecasts, operational budgets, and resource plans to ensure alignment with business objectives and client needs.
• Monitor overall service delivery performance, ensuring adherence to service level agreements (SLAs) and timely client billing and collections.
• Conduct in-depth operational and financial analyses, offering high-level strategic recommendations to optimize IT services for clients.
• Establish and enforce IT service delivery policies, procedures, and standards to drive consistent performance and client satisfaction.
• Act as the final escalation point for critical client and team issues, coordinating resolutions with executive leadership when necessary.

Team Leadership:

• Lead, mentor, and manage a team of Service Delivery Managers, fostering leadership capabilities and operational excellence within the group.
• Guide SDMs in managing their teams, prioritizing workloads, and maintaining high performance under tight deadlines.
• Conduct regular performance evaluations for SDMs, offering feedback, career development opportunities, and addressing performance gaps.
• Build a collaborative and high-performing culture among SDMs and their teams, emphasizing innovation, accountability, and client focus.
• Lead the recruitment, onboarding, and professional development of SDMs, ensuring alignment with organizational goals and budgets

Account Management:

• Serve as a senior point of contact for key client stakeholders, addressing escalations, presenting strategic roadmaps, and ensuring long-term satisfaction.
• Oversee monthly Service Level Review (SLR) meetings led by SDMs, ensuring accurate reporting and actionable recommendations for clients.
• Build and maintain trusted relationships with high-level client executives, identifying opportunities for service improvements and expansions.
• Ensure SDMs proactively address client inquiries, resolve IT-related challenges, and consistently exceed expectations in service delivery.

Operational Management

• Monitor and manage productivity, resource utilization, and cost-effectiveness across accounts under the SDMs' purview.
• Establish KPIs and metrics to evaluate SDM performance, client satisfaction (NPS), and operational efficiency.
• Ensure compliance with IT standards, security protocols, and data governance regulations across all accounts.
• Oversee the preparation and delivery of detailed IT performance and financial reports to clients and executive leadership.
• Conduct regular reviews of service delivery processes to identify risks, ensure SLA compliance, and align services with evolving client needs.

Innovation:

• Drive innovation by identifying trends, tools, and technologies to enhance IT managed services and increase client ROI.
• Champion the implementation of ITIL and other industry best practices to standardize and improve service delivery operations.
• Collaborate with SDMs to identify and implement process improvements and automation opportunities across the service delivery portfolio.
• Lead strategic initiatives aimed at scaling service delivery capabilities, improving efficiency, and expanding service offerings.

Skills and Experience:

Must Haves

• Bachelor's degree in Information Technology, Business Administration, or related field.
• 15+ years of experience in IT service management, preferably within a Managed Services Provider environment, managing service delivery teams
• Strategic thinker with a deep understanding of ITIL practices, IT operations, and client management best practices
• Exceptional communication skills, capable of building trust with clients and effectively presenting strategies to executive stakeholders.
• Experience with service management tools and platforms.
• Strong leadership skills, with the ability to inspire, mentor, and develop a high-performing team of managers.
• Proven ability to manage complex client accounts and deliver high-quality service.

Required Skills

• Client-Focused Mindset- A strong customer service orientation with the ability to manage client expectations and foster long-term relationships.
• Technical Knowledge - Broad understanding of IT infrastructure, networks, cloud services (e.g., Azure, AWS), M365, and IT security principles.
• Communication - Excellent written and verbal communication skills, capable of interacting effectively with both technical and non-technical stakeholders.
• Problem-Solving - Analytical mindset to quickly identify problems, propose solutions, and ensure their timely implementation.
• Leadership - Ability to lead service teams, coordinate resources, and drive results through collaborative efforts.
• Project Management - Strong project management capabilities to handle client initiatives, system upgrades, and process changes.
• ITIL/Service Management - Familiarity with ITIL best practices and experience in managing IT services using an ITSM tool.