What are the responsibilities and job description for the Director of Service position at Acumen Technology?
Based out of the Music City, Nashville, TN, Acumen Technology is high-performing Managed IT Services Provider (MSP) committed to delivering best-in-class IT services and solutions. Our success is driven by our ability to create outstanding client experiences and cultivate a strong team culture to deliver security focused IT Services. We focus on IT Services for financial institutions, healthcare, and other industries that are serious about security and doing IT right. Being a member of our team means weekly in-office lunches, awesome company events, and a comprehensive benefits package.
We are seeking a strategic leader who understands the operational and financial levers that drive success in an MSP. Someone who excels at leading teams and optimizing service delivery. Someone who is passionate about employee engagement and client satisfaction who can also make data-driven decisions that drive the organization and team towards our goals.
As the Director of Service Operations, you will oversee our service delivery teams, ensuring they operate efficiently and effectively while maintaining high employee and client satisfaction. You will work closely with executive leadership to align service operations with overall business objectives.
Requirements
Acumen Technology is a hybrid workplace, and we support a work from home environment. We provide all the technology you'll need for a comfortable work from home office. We also have in-office days because we love the collaboration and comradery that allows.
Acumen Technology Core Values:
We are seeking a strategic leader who understands the operational and financial levers that drive success in an MSP. Someone who excels at leading teams and optimizing service delivery. Someone who is passionate about employee engagement and client satisfaction who can also make data-driven decisions that drive the organization and team towards our goals.
As the Director of Service Operations, you will oversee our service delivery teams, ensuring they operate efficiently and effectively while maintaining high employee and client satisfaction. You will work closely with executive leadership to align service operations with overall business objectives.
Requirements
- Leadership & Team Development:
- Drive best-in-class service delivery, ensuring high customer satisfaction and retention.
- Optimize processes to improve efficiency, response times, and resolution rates.
- implement best practices from industry benchmarking (e.g., Service Leadership Index).
- Measurement Metrics and KPIs:
- Own the metrics of the service organization (client satisfaction, employee satisfaction, financial).
- Understand and manage key metrics such as utilization, billable hours, and service efficiency.
- Collaborate with finance and leadership to drive profitability without sacrificing employee or client satisfaction
- Process Improvement & Scalability:
- Identify and implement process improvements to enhance service delivery and efficiency.
- Leverage automation, tools, and best practices to scale operations effectively.
- Stay up to date of industry trends and apply insights to improve performance.
- Continuous improvement and learning through peer groups
- Hybrid workplace
- 100% employer paid health insurance (medical and dental)
- Mileage and phone reimbursement
- Fun working environment and culture
- SIMPLE IRA with 3% match
Acumen Technology is a hybrid workplace, and we support a work from home environment. We provide all the technology you'll need for a comfortable work from home office. We also have in-office days because we love the collaboration and comradery that allows.
Acumen Technology Core Values:
- Intentional Everything
- Deliver with Confidence & Passion
- I've Got Your Back
- Adapt & Overcome
- Do IT Right
