25 Oct
F12.net
Toronto
Who We Are: F12 was built by uniting IT consulting firms from across Canada around a common vision – to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.
General Description: Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees.
We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded-minded individuals to join us on our journey.
The Purpose: The Director of Managed Services at F12 is a pivotal leadership role responsible for seeing the execution, development, financial and operational performance of our managed services portfolio. This individual will play a critical role in driving growth, ensuring the highest levels of service quality, and maintaining strong client relationships.
Reporting to the General Manager, the Director of Managed Services is a leader of the Managed Services team who manages high value customer relationships related to technical health and service deliverables. The Director of Managed Services manages a team of services managers to develop goals,
objectives and key performance indicators to measure success and drive business objectives. It is expected that a Director of Managed Services has a good understanding of the service delivery operations and financial acumen to lead the managed services team to accomplish overarching business objectives.
Responsibilities:
Manage service delivery models
- Responsible for the maintaining customer experience and service level management in their region. (CSAT, Response Rates, KPIs and other similar metrics)
- Strategizes customer experience and service delivery functions and drives excellence through client segmentation and quality service practices.
- Works with service teams to identify and optimize opportunities for process and workflow efficiencies within service delivery models.
- Assist with support escalation on high priority/high visibility service incidents.
Financial performance
- Holds overall responsibility for the region’s reoccurring services P&L.; Maintains accurate forecasting and strategically aligns the service delivery teams to meet the financial objectives of the business.
- Drives and directs activities to achieve financial targets for the region.
- Evaluates region productivity and performance levels and identifies and recommends strategies for improvement.
- Budgets and manages expenses to ensure the region achieves its financial targets.
- Identifies cost-control, revenue leakage and productivity opportunities, holding accountability to direct team for achieving targets.
Build Successful relationships
- Demonstrates F12’s core values and fosters a healthy regional work environment, free of discrimination and intimidation.
- Builds trusted relationships with executive leaders among F12’s top accounts.
- Maintains close relationships with leaders within F12 to ensure consistency of processes, execution and implementation for customers.
- Actively promotes a synergistic regional working relationship with other service delivery teams to ensure the best possible customer experience.
Customer Experience Management
- Act as an escalation point for customers, and an advocate to ensure all deliverables and expectations are met, while ensuring collaboration with interdepartmental teams.
- Tracking and management of client service issues,
ensuring client satisfaction by addressing their needs, concerns and feedback through strategic management of the managed services team.
- Utilize data-driven insights to make informed decisions and drive improvements.
Business Process Management
- Cultivate a process driven culture with service delivery teams.
- Identify and manage key stakeholders from service delivery teams to manage living process documentations and a knowledge base.
Requirements:
- Minimum 5-10 years of experience in Managed Services
- Proven experience working in IT and with MSPs
- Prior people management and leadership experience is a requirement
- Comprehensive understanding of Managed Services processes and technologies
- Demonstrated ability to thrive in a client service-oriented,
collaborative environment
- Passionate about helping solve critical customer problems and continuously looking for improvement within organization
- Excellent leadership, communication, strategic thinking and presentation skills
- Strong technical acumen to grasp technical concepts and facilitate integrations
- Strong financial acumen and budget management
What You Can Expect from Us: We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:
- Health Spending or RRSP Matching
- Three weeks vacation plus extra Flex Days
- Reimbursements for educational advancement and certifications
- Leadership development opportunities and growth coaching
Our Equal Opportunity Commitment:
F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.
For those requiring assistance with disabilities,
information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.
Show more Show less
▶️ Director of Managed Services
🖊️ F12.net
📍 Toronto