Practice Director, Managed Services

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Practice Director is the strategic leader for our Managed Services business. In this role, you will be accountable for accelerating the growth and maximizing revenue of the Managed Services and Infrastructure business, while ensuring assigned clients receive the highest level of quality service and support. 

The position is responsible for building and leading a high-performing team with the goal of successfully cultivating and establishing new client relationships to exceed revenue growth targets. This individual will be expected to create and execute strategic sales plans focused on lead generation, business development, and sales achievement.

This position is also responsible for directing the operations of the business unit and ensuring proper processes and procedures are implemented and executed for monitoring and troubleshooting managed infrastructure and associated services and applications.

Job Responsibilities

Strategy and Growth

• In partnership w. our Shared Services leadership, develop and implement the sales strategies required to grow the Managed Services business and cross sell services.
• Grow business through development and delivery of support services, billable client consultations, and recurring revenue contracts.
• Manage the end-to-end sales process for all opportunities including initial client communication, presentations, proposal submittal, negotiation of pricing and deal closing.
• Develop market penetration plans and execute client contact strategies.
• Drive the team to grow the pipeline by establishing and achieving lead generation, prospecting, and other sales goals.
• Develop credibility with existing clients and ensure relationships are being maintained and grown.
• Achieve monthly, quarterly, and annual sales targets.
• Ensure renewal and expansion of current contracts.
• Lead ongoing efforts to evolve and define new and value-added offerings and packages.
• Develop business plan and manage P&L.

Operations                                                               

• Set the operational vision, support, and mentor the operational leadership team to support network technology needs for clients.
• Develop sales and support related procedures and deliverables in conjunction with operational teams to meet growth targets and create a sustainable Managed Services value proposition. Oversee and support the execution.
• Manage multiple concurrent support initiatives that are complex and unique in nature.
• Analyze business processes and work with customers to determine and document business requirements and translate them into clear and concise technical specifications.
• Determine opportunities for improvement in incident resolution process.
• Direct technical staff to manage incidents using proven investigation and resolution techniques.

Team Leadership

• Set direction, drive change, align people, motivate, and inspire, recognize, and reward resources who are helping deliver / fulfill our client commitments.
• Develop key organizational enablers - communicate, educate, coach, mentor, organize, define - relative to the core business processes to make our business successful.
• Ensure the ongoing training and development of direct reports and their respective teams.
• Guide and mentor operational leadership team supporting both in-house and outsourced staff allocation, hiring, offboarding, and performance reviews.

Job Requirements

• 10+ years in a Managed Services environment with a proven recor