Director, Managed Services (Remote)

 

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

 

About the Role:

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and lost statements, governance and reviews, vendor management and escalation management through issue resolution for the Data Center Operations and Engineering teams. 

The position manages at a department level all deadlines, responsibilities, deliverables, and ensures readiness for all deliverables for internal and external stakeholders regarding all components of engagements with minimum direction or oversight.  The ideal candidate will be responsible for financial planning and forecasting associated with the business unit and will work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the DC Ops and Engineering teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors.  The candidate will exercise judgement with minimum direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as the SPOC between executives, customers, departments, and support terms. 

 

What You’ll Do:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operation procedures with control mechanisms to ensure seamless integration and delivery for operations.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage various teams, including championing a culture of growth and mentorship to motivate the team members to support their professional development.
• Assess finance reports (e.g. utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies through COGs analysis.
• Serve as subject matter expert and client liaison; manage customer expectations based on Managed Services operational c