What are the responsibilities and job description for the Sr. Director of Services and Solutions position at iT1?
iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a Sr. Director of Services and Solutions to join our Consulting team. iT1 has been recognized by the Phoenix Business Journal's "Best Places to Work" in Arizona for the past 11 years. This is a testament to the great team and culture we have here at iT1!
Are you a strategic leader with a passion for driving growth and enhancing client experiences? iT1 is seeking a dynamic Sr. Director of Services and Solutions to oversee our delivery services business. In this pivotal role, you will be responsible for leading and optimizing the operations of our Professional Services Engineering/Field Services, PMO, Client Success, and iT1 Lifecycle Services departments. Your expertise in strategy, hiring, and process improvement will be crucial in ensuring the profitability and success of our services. Join us and make a significant impact on our journey towards excellence.
- Provide accountability across all teams to ensure we are providing excellent customer service.
- Set strategic annual and quarterly goals and tactical execution timelines for delivery teams.
- Set strategic annual and quarterly goals and tactical execution timelines for Client Success with a core focus on proactive management, customer satisfaction and retention, and revenue generation.
- Design/Improve KPIs for performance metrics and present to the leadership team on a weekly, monthly, and quarterly basis.
- Monitor the day-to-day operations of the business to ensure smooth progress and elimination of inefficiencies.
- Point of contact for customer escalations and responsible for driving resolution that leads to implementing long-term corrective solutions.
- Conduct ongoing assessments of business processes and implement needed changes to improve customer experience.
- Revise and/or formulate policies and procedures to improve the overall efficiency of the delivery team.
- Provide direction and mentoring to department managers, team leads, and individual contributors.
- Create and manage department forecasting to project business growth, resources need, etc.
- Participate in hiring decisions for delivery teams.
- Oversee monthly billing processes with delivery teams and provide revenue actuals and forecasts.
Job Qualification Requirements:
- 5 years of experience in a leadership role
- 5 years of experience delivering IT services and projects
- Proven experience in business operations oversight
- Proven experience leading a delivery team with 50 consultants
- Proven experience working with Sales organizations in delivery technology services
- Demonstratable competency in strategic planning and business development
- Strong knowledge of data analysis and performance/operation metrics
- Outstanding organizational and leadership abilities
- Excellent interpersonal and public speaking skills
- Aptitude in decision-making and problem-solving
- In-depth knowledge of diverse business functions, principles, and dependencies
- Strong business writing skills
- Understanding of IT Infrastructure concepts
- Experience leading client success teams preferred
- Experience leading service delivery teams preferred
- BS/BA in business administration or relevant field preferred
- MS/MA in business administration or relevant field preferred
Physical Demands May Include:
- Sit at a computer for 8 hours per day
- Keyboarding for 8 hours per day
- Near Vision (working with small objects or reading small print)
- Speaking (communicating information to clients/coworkers)
- Hearing Requirements (In person speech, telephone, other sounds)
- Some travel may be required
Job Location:
- Onsite at the office in Tempe, AZ
- Insurance: Health Insurance, Vision, Dental, and Life Insurance
- Leave and Holidays: Paid Vacation, Paid Holidays
- Retirement: 401K Plan with company match (eligible after 1 year of employment)
- In-house fitness center
*iT1 is an equal opportunity employer. Employment decisions are made without regard to race, religion, sexual orientation, gender identity, national origin, disability status, veteran status, or other characteristics protected by law.
