Director Of Service Operations

For over 25 years, Computer Design & Integration (CDI) has helped companies both large and small advance their corporate strategies with the integration of best-of-breed technology solutions. Employing a “Change or Die” mentality, we continue to innovate and grow in a time of transformation within the IT industry. The rate of change is exponential, and the complexity of business requirements is growing at a similar rate. We’re looking to hire individuals that are high-performers and seeking to work in a fun, fast-paced, dynamic, and client outcome-focused environment.

There is no more exciting place to be than where people are shaping the future and improving the way the world works. Come join CDI and help us help our clients use technology to become the business leaders of the 21st century. At CDI, we enjoy the challenges of working at the speed of business – where offering premier B2B service is the starting point, but where personal contribution makes all the difference.

This position offers an opportunity to become a member of the Service Operations Leadership Team with a focus on quality assurance and enablement. You will have the opportunity to work across all our Service practice lines providing governance and guidance on all aspects of quality for the organization. Development of standards is critical to the business as it grows and scales. This position will impart a culture of quality to support scaling the business for the future.

Our fast-paced environment is full of creative thinkers and doers, who collaborate to get ideas off the ground. We’re looking for leaders who think big and thrive within high-energy culture.

Responsibilities

• Assist with root cause analysis and resolution regarding CSAT for all services leading to overall Continual Service Improvement (CSI)
• Develop standards for service & project documentation for the lifecycle of a product from the sales process through service execution
• Identify lessons learned from closed projects and work with leadership to develop action plans to improve the process identified by forming committees, reporting on findings, updating and executing remediation
• Analyze and investigate service complaints or reported quality issues to ensure closure in accordance with established company guidelines
• Responsibility for ensuring quarterly meeting improvement identifications is being driven and completed, assisting leadership of Services with driving accountability on process improvements and other scalable actions from the quarterly meetings.
• Document, map, and assess current business processes and job life cycles throughout Quote to Close process
• Work with Service Operations Business Analysts to identify and present opportunities for improvement to establish uniform operational practices
• Establish quality standards and scorecards for Services and the Sales/Pre-Sales process
• Identify process improvements and redesign processes using lean principles that are in line with best practice standards
• Provide quality oversight and improvement initiatives for CDI Services
• Participate in providing mentoring and cross training to other Service Operations personnel
• Collaborates with other members of the leadership team to develop process changes, process improvement, and governance

Required Skills

• Superior communication, presentation, collaboration, logic, innovation, and problem-solving skills
• Keen sense of technical curiosity, with overwhelming desire for continuous learning and complete understanding of the details requiring strong research capabilities
• 3+ years’ experience in process design, remediation, and execution.
• Demonstrated ability to keep tasks on plan and on budget
• 10+ years' experience of demonstrated leadership in a Services related industry
• Strong writing, editing and active listening skills
• Character/Interpersonal:
• Comfortable handling confidential information

Nice to have

• Flexible schedule
• Experience in Managed as well as Professional Services
• Leadership skills and confidence giving others direction
• Willingness to travel periodically