At AVI, we live and breathe technology. It’s just part of our DNA. We’re deeply passionate about designing and integrating the latest technology for our customers. We cross the entire spectrum of business, government, health care, education and entertainment and we’re currently seeking a Senior Director of Managed Services Operations.
The Sr. Director of Managed Services Operations will oversee our Managed Services operations personnel and delivery. This includes optimizing delivery of our defined service offerings to our US and Global customer base, meeting and exceeding our defined service level requirements, performing to our key performance initiatives, and annual plan profitability goals. Partnering closely with our Managed Services Solutions and Practice Innovation Teams, this role will provide the delivery of best practices and structure to existing and new offerings. Additionally, this role will partner with Regional and Branch leadership teams to deliver our customers the best of local response, backed up by a deep bench of national and global subject matter experts.
This position will focus on developing and delivering a comprehensive ITIL based service delivery operational process that delivers the highest levels of customer satisfaction to our global customer base. This role requires a visionary leader, with proven performance management skills and an experienced change agent who can drive transformative initiatives to position our support organization as a key driver of customer value. Having the experience and skills to build, support and manage a department budget and P&L is critical to success in this role.
Professional Skills and Knowledge Requirements:
- Global Helpdesk Support Operations – An in depth understanding of Global Support operations with a comprehensive focus on Monitoring, Management, Remediation, and Reporting solutions.
- Portfolio Management – Knowledge of how a customer service management solutions provider delivers value to a customer base. A good working knowledge of portfolio management, deferred revenue, profit and loss statements, and pricing is key.
- Enterprise Solutions – An in depth understanding of key business and cultural differences between business environments and various customer segments. Must have excellent leadership and engagement skills with respect to influencing key senior stakeholders to ensure proper enterprise managed services delivery.
- Operational Efficiency – Agile based approach to support delivery and a continual improvement approach to services delivered will be key. A large emphasis on operational efficiency, standards development, tactical process enforcement, and team coaching needs to be a priority.
Why Should You Apply?
Our customers consider us an active partner in their planning and strategy, as we are on the cutting edge of where the market is headed. We are able to attract and retain the best talent by leveraging our employee-owned (ESOP) environment as co-owners. If you want to participate in a company as a co-owner (AVI is 100% employee-owned!), join a team that lives and breathes by its values, and take on a new challenge in an ever-changing market, then apply now!
AVI offers the following benefits to our employee owners:
- Medical Insurance: Options for HDHP and Copay plans.
- Dental and Vision Plans
- Employer Paid
- Short-Term Disability
- Voluntary Life Insurance and Long-Term Disability
- Employee Stock Ownership Plan (ESOP): 401(k) Match, Profit Sharing & Dividends
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Employer Paid Employee Assistance Program: Three face-to-face visits with a counselor plus additional financial, legal, and health resources.
- Tuition Reimbursement
AVI is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.
To receive consideration, an interested person must apply through the AVI Systems career site.
| Department | Pay Type |
|---|---|
| Service Leadership | Salary |
