Job Information
Randstad US delivery director, workplace services / end user services in raleigh, North Carolina
delivery director, workplace services / end user services.
raleigh , north carolina (remote)
posted april 2, 2024
job details
summary
$72.11 - $81.73 per hour
contract
bachelor degree
category computer and mathematical occupations
reference1047589
job details
job summary:
Randstad Digital's End User Services specialty within Cloud and Infrastructure is responsible for the successful delivery of industry leading client engagements related to Service Desk, Desk side support, Digital Workplace and Contact Center managed services. This senior level Director position is responsible for ensuring service excellence across all assigned engagements, with a strategic focus on Service Level Agreements, contract adherence, client satisfaction, continual service improvement, profit optimization, expansion of services, and cost containment.
This role will oversee client engagements and staff through the leadership of a team of Service Delivery Managers. Viable candidates will have significant IT support experience at a Director level, and will have managed multiple concurrent engagements both directly and indirectly through subordinate Service Delivery Managers/team leaders.
For immediate consideration send resume to nancy.lewis@randstaddigital.com.
location: Raleigh, North Carolina
job type: Contract
salary: $72.11 - 81.73 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
Required Skills - Experience managing large client engagements (150 resources plus) and experience managing P&L ($15M plus). Experience driving innovation in Workplace Services / End User Support
Job Duties - ROLE RESPONSIBILITIES
Position location is flexible and will be jointly agreed upon
Oversee multiple high profile client engagements
Create mutually beneficial partner relationships with clients
Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability
Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and client satisfaction
Develop senior level relationships with clients, championing business expansion and renewal
Identify new business opportunities and work with Solution Development team and others on validating pricing and Statement of Work (SOW) development
Regularly conduct formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, action plans, change management, and new opportunities
Champion the Continuous Service Improvement program which includes the analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues
Serve as an escalation point for client and personnel issues
Provide training, guidance and mentoring to Service Delivery Managers in industry best practices as well as company policies and procedures
Drive new ideas, trends and innovation specific to the End User Services space within client environments, in areas such as Digital Transformation and Digital Workplace
Work with Service Delivery Managers:
o In the selection of staff
o To resolve client issues:
o Determine the nature of the issue and its impact to client satisfaction
o Determine compliance to the details of the Statement of Work
o Determine the action plan to resolve issues
Support negotiations with the client on Statement of Work, engagement scope, and/or terms modification
Obtain formal agreement on the action plan, and assign as necessary
Effectively manages Service Delivery Managers and other direct reports:
Full HR management responsibility, including hiring, coaching, counseling, performance reviews, etc.
Establish training and certification needs
Assist with career planning and personnel development
Promote team building and resolve personnel issues
Develop, implement, and measure retention programs for SDMs and engagement staff
Assist Service Delivery Managers with weekly forecast reporting and ensure forecasts are submitted on schedule
Review actual revenue and cost with Service Delivery Managers and report variances, following established procedures
Develop, implement and monitor Employee Recognition programs
Implement and measure compliance with Randstad Digital and ITIL Best Practices where applicable
Collaborate with sales teams, recruiting teams, peers and other company leadership
Partner with Account Executives and Branch Management to:
Profitably grow the business
Keep apprised of customer changes and business needs
Share operational successes and opportunities information
Include in quarterly quality review meetings
Serve as End User Services and Digital Workplace resource to the sales and account teams
Job Requirements - REQUIREMENTS
Graduate of an accredited college or university or equivalent business experience
Minimum ten years IT Support Management or Client Engagement experience in a multi-location environment
Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications
Significant experience in IT support organizations, especially IT Service Desk or related end user support operations
Deep understanding of End User Services best practices and industry trends (such as Digital Transformation, Cloud Technologies and/or Digital Workplace)
Some travel is expected, but typically less than 15% of time is expected.
Significant experience and familiarity with Service Desk/Desktop operations and KPIs
Minimum five years' experience managing budgets
Experience working in an outsourcing environment
Experience building and managing multi-level teams (i.e., a manager of managers)
strong teamwork, leadership, and employee motivational skills
Demonstrated analytical and problem solving skills
Ability to effectively communicate with all levels of the company, clients and other contracts
Excellent organizational and follow-up skills with strong attention to detail
Excellent verbal and written communication skills
Outstanding customer management skills
Broad based IT operations experience including knowledge of Help Desk, Desktop Support, Data Center, Network, Telecom and other associated IT Services
Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment
Extensive understanding of Service Desk metrics and Best Practices; ability to utilize metrics to identify opportunities for training and process improvement
Extensive experience in report development, presentations and trending analysis
Understanding ITIL practices, with certification preferred
Demonstrated experience in continuous improvement initiatives, root cause analysis and project management
Desired Skills & Experience - 5 years experience managing staff of 200 plus, 5 years experience managing $15M plus P&L and deep understanding of tech trends in Workplace Services
Need to be in the Raleigh, NC or Richmond, VA area as there will be a significant requirement to be on site with the client frequently.
qualifications:
Experience level: Director
Minimum 5 years of experience
Education: Bachelors
skills:
Director
Critical Thinking
Desktop Support
HelpdeskEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.
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