Director of Technical 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 Net at Work Managed IT Services Practice provides "Best in Class" service and support to national clients 24x7, under the guidance of the Director of Technical Services/Managed Services.   As an effective hands-on leader, the Director of Technical Services/Managed Services is the operations problem solver and client evangelist, overcoming and avoiding the day-to-day obstacles to ensure smooth operations and an excellent experience. 

The Director of Technical Services/Managed Services has oversight of all services and customer interactions including SOW creation, project delivery, service desk, NOC operations, SOC, and field services.   Working alongside these teams, the Director of Technical Services/Managed Services will have a pulse of our client’s infrastructure and proactively work with all stakeholders to ensure high quality and that the client’s expectations are exceeded. 

Aiding in the sales process, the Director of Technical Services/Managed Services will create and maintain a profitable services catalog.  This role will support pre-sales and account management functions to identify, develop, and close successful profitable opportunities.  The Director of Technical Services/Managed Services will have P&L responsibility against set targets around practice and agreement gross profit.  

Job Responsibilities

• Own P&L responsibility for the practice as a whole, project engagements, and client agreements.  
• Operate with a sense of urgency, accountability, and ownership.  
• Direct and manage the overall and day-to-day business execution of client projects to ensure quality work products, solutions, and deliverables. 
• Manage relationships with clients, maintaining frequent and direct contact with client staff and senior-level executives. 
• Identify and implement techniques to improve engagement productivity, increase efficiency, mitigate risk, resolve issues, and achieve cost savings for our clients. 
• Routinely present to executive leadership updates that include practice performance, risk, client health, and initiative progress  

 Client Satisfaction 

• Proactively seek/create opportunities to participate in client interactions to ensure the highest levels of customer satisfaction are achieved 
• Ensure project deliverables exceed client expectations 
• Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved 
• Implement communication strategies with clients to effectively promote team accomplishments and review project status/delivery milestones on a regular basis (written status reports, client meetings, conference calls, etc.) 
• Ensure a high degree of client satisfaction and retention by leveraging CSAT, NPS, and client QBR meetings.   
• Develop an in-depth understanding of client business needs and position yourself as a key decision-making partner 
• Oversee projects to meet or exceed parameters of project scope, timeline, and gross profit 

 Delivery 

• Oversight of 24x7 operations that are led by team leads, including NOC, SOC, and Service desk.  Exceeding metrics including CSAT, response, escalation, and resolution times. 
• Oversight of the project management engineering and shared services PMO including SOW construction and ensuring projects are held within scope, budget, and schedule targets 
• Promote value billing and efficiency in service delivery 
• Oversight of timesheet and documentation management, ensuring individual utilization exce