Director Of Managed Services - Service Transition

Company Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Role Overview

Director of Managed Services - Service Transition will provide strategic vision, leadership, and direction to a team of customer success-obsessed, collaborative, and focused professionals within our Network Operations Center. Additionally, the role will be responsible for managing the function responsible for all customer onboardings, renewals, and enablement for the Managed Services delivery.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Ensure Service transition has the proper framework to enable a new client and help improve the existing operations to meet the current and future needs of the organization.
• Mentoring and coaching the team in areas of service delivery and people management, fostering an atmosphere of accountability and customer service excellence.
• Responsible for recruitment, development, and training of team members, including performance evaluations and career path planning.
• Ensuring the adherence to a consistent, standardized service delivery model rooted in IT Service Management (ITSM) best practices.
• Contribute to developing and managing an annual departmental budget consistent with short- and long-term business goals.
• Establish, track and report on Key Performance Indicators supporting the delivery of operational excellence
• Fostering a sense of purpose within the team, developing short and long-term objectives aligned with driving behaviors supporting our core values, mission, and vision.
• Leading a team of Project / Transition Managers and Onboarding engineers to onboard new customers in the NOC for day two support delivery.

Additional job responsibilities include, but are not limited to:

• Other responsibilities as assigned.
• After hour team support and/or in support of customer deployments.

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Experience in forecasting, budgeting, and managing P&L responsibilities.
• 10+ Years experience in the IT industry with a focus on Service Delivery.
• Demonstrated success in building teams and optimizing workforce management
• Demonstrated ability to seek out and act upon opportunities for service improvement
• At least five years of Management experience with prior experience in managing technical people and knowing how to hire, train, motivate, coach, develop and mentor them.
• A self-starter and action-oriented mentality
• Strong working knowledge of ITIL/ITSM principles and best practices
• Strategic planning and management expertise
• Strong communication skills (written and verbal), interpersonal and presentation skills
• A university degree in Business or Technology

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.