Senior Director, Service Delivery-East Region

About the role: The Senior Director, Service Delivery, East Region is an important role in our organization, reporting to the General Manager, East Region. The qualified candidate is dedicated to delivering an outstanding, consistent, and predictable level of service to our customers in the East Region. This role will be responsible for evolving the regions Service Delivery group, as a strategic asset for the region and oversees multiple Service Delivery positions plus their people and processes. 
 
This role’s primary focus will be to proactively partner and engage with the organization’s business leaders to build and maintain an effective technical Service Delivery model for our East Region customer base. The Service Delivery leader for the East Region will strive to develop a culture and operate an environment that is committed to continuous improvement, customer advocacy, and employee engagement. 

***This position will be based in the East Coast Region***

Why Dataprise?

• Dataprise is a private equity backed company whose mission is to grow organically and inorganically through the acquisition of solid performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.  
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.   

What You’ll Do: 

• Build a collaborative operation that provides a differentiated and consistent, predictable, and repeatable level of service to all internal and external customers and prospects. 
• Establish a culture that is dedicated to operational excellence to position the company to deliver an outstanding customer experience. 
• Foster an environment of customer advocacy by empowering staff to take ownership of problems and opportunities. 
• Optimize the performance of the Field Engineering department and align its goals with those of the company. 
• Optimize the performance of the regional Service Delivery department and align its goals with those of the company. 
• Collaborate with business leaders throughout the company to assist in delivering an outstanding customer experience at every customer touchpoint. 
• Provide oversight of the Client Technology Manager (CTM) teams including hiring, training, quality management, staff management and development, and workforce planning to build a highly engaged workforce. 
• Work to ensure the optimal levels of profitability and utilization for the Field Engineering teams. 
• Contribute to our mission of becoming the employer of choice by fostering a friendly and supportive work environment that attracts high-quality talent, invests in their development, and keeps attrition low. 
• Assume responsibility for the development and implementation of a KPI dashboard for service metrics and Fleid engineering management metrics.  
• Maintain professional and technical knowledge by tracking emerging trends in Service Delivery management and Field Engineering Management by attending educational workshops; reviewing professional publications; establishing personal networks; and benchmarking state-of-the-art practices. 
• Support and participate in contract negotiations for new or existing Managed Services vendors. 
• Budget and plan (including salary planning) to support growth initiatives and the achievement of the region’s Service Delivery group, Field engineering team, sales/revenue, and customer retention goals. 
• Determine Service Delivery and Field engineering operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis. 

• 10+ years plus of experience in a Service Delivery organization. <