Dir of End User Managed Services

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Primary Duties and Responsibilities (details of the basic job functions):

Primary Job Functions/Responsibilities

Responsible for directing and overseeing the End User Manage Services Partner, including End User Managed Services Strategy and Service Delivery. Managed Services scope includes the development and implementation and support of Enterprise End User hardware, software, and collaboration platforms. Responsible for all aspects of oversight of the Managed Services Partner including process, technology, program/project management, change management, and governance. Create and promote strategies that support long term business goals, anticipate tactical needs, and maximize the value of our technology investments. This role is responsible for ensuring delivery excellence, user experience and instituting processes, methods & controls for effective delivery of features, tools, and techniques through a Managed Services Delivery Model.

Primary Responsibilities include:

• Accountable for End User Compute Managed Services Strategy and Roadmap.
• Accountable for implementing the End User Managed Services Transition and Transformation Plan, in collaboration with the Managed Services Partner and ACG stakeholders. 
• Accountable for End User Managed Services Performance and Service Level Attainment through continuous monitoring of Service Level outcomes of the Managed Services Partner. Responsible for driving continuous improvement in performance and User experience in collaboration with the Managed Services Partner.
• Accountable for cultivate relationships: Build partnership and maintain relationships with key IT and business leadership.
• Accountable for leading the End User Managed Services governance, raising strategic decisions and risks/issues for resolution. Ensure that effective decisions are made at the lowest level reasonable in the organization. Accountable for executing governance decisions. Implement governance structure in partnership with IT Business partners and business stakeholders including people, processes, tools, dashboards, standards, and metrics in collaboration with the Managed Services Partner.
• Accountable for working with business and IT business partners to create business cases; lead the measurement of value and ROI realized during all projects.
• Proactive support and crisis management: Responsible to maintain service level agreements (SLAs) and step in to avert escalations. Keep executives aware of any potential issues.
• In collaboration with the Managed Services Partner, lead Program & Project delivery, including leading and coordinate all components of the programs: business process & analysis, systems/solutions, testing, change management & training, program/project management, master data, compliance, business operations resources.
• Develops talent: Responsible for development of talent, upskill of resources. Participates in the department process related to the selection, hiring, training, development, coaching, review, and counseling of assigned staff.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

Lead staff that manage contractor relationships.

II. Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• Bachelor’s degree in business administration, Information Technology, or a related field or equivalent experience.

Experience:

• Experience, as a leader, leading large Managed Services Partner strategies and programs.
• Experience as a leader in delivering End User service in a large organization and excel at decision making.
• Experiencing in driving workplace transformation initiatives.
• Experienced in restructuring operations through Managed Services Partners and Programs
• Strong understanding of ITSM processes and procedures
• Leadership and strategic planning
• Analysis, problem solving and decision making.
• End user Hardware evaluation, vendor negotiations, contract negotiations.
• PC software and Enterprise applications

Knowledge and Skills:

• Managed Services Contract Management.
• Familiar with ServiceNow Platform to drive and manger operations.
• Familiar with Microsoft tools (Productivity tools, administration tools) to oversee engineering and operations