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Vice President of Service Operations

Design Data Systems, Inc.
Gaithersburg, MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description: designDATA is looking for a Vice President of Service Operations with a proven track record of success in managing client-facing operations, processes, and metrics. You will lead a talented and customer delivery focused team and be tasked with implementing services delivery practices, defining best practices, bringing awareness of customer experiences through metrics, with a relentless customer focus. The Vice President of Service Operations will oversee all operations within the Managed Services Team, including training, direction, and oversight. They will also be responsible for retaining designDATA’s clients by delivering on the promises we make to our clients, handling issue escalations, planning for and knowing what needs to be done to grow, and providing business intelligence around the managed services operations. The Vice President of Service Operations will bring experience of a strong background in Managed Services, technical experience, and well-developed business acumen – as well as a natural talent for structuring and growing scalable teams. Client relations and strong communication skills are a critical part of this role. DUTIES AND RESPONSIBILITIES The VP of Service Operations is responsible for managing a team of client-facing services operations staff, working closely with designDATA’s executive team to ensure that contractual services are exceeded and that a culture of continuous improvement is instilled to ensure clients see added value year after year. This includes: Integrator – Executing on the business plan, creating organizational clarity, communication, and consistency.Functioning as the “integrator” in designDATA’s adaptation and use of EOS / Traction tools – executing on the strategy by managing quarterly rocks.Managing strategic projects and initiatives created, changed, and concluded as a normal course of business.Working with the Vice President of Sales to ensure scalability of client teams, while managing the blend of talent. Operations, Policies & Procedures - Creating and executing sound customer engagement and satisfaction strategies that squarely address client onboarding and effective management of problem solutions.Establishing, communicating, and implementing operations-related policies, practices, standards, and security measures to ensure effective and consistent support, execution, and sustained adoption.Developing and providing training, documentation, and audits related to core processes such as: provisioning of new laptops and users, offboarding users, and documenting the client’s use of technology.Developing and reviewing BrightGauge dashboards to determine workload and capacity of the client teams, making staffing modifications that reflect demand. Client Care (White Glove Operations) – Ensuring that clients feel so satisfied with the service we are providing, that they request or recommend our services in the future.Understanding how the client’s business operates and the best opportunities for us to help them most (including strategy, profitability and operations).Ensuring excellent customer retention and overall satisfaction through best-in-class service delivery, and execution of at-risk customer recovery plans.Establishing next generation self-help client portals with ticketing systems that also allow for team integration.Defining, establishing, and owning customer success metrics from both the customer and internal perspectives.Hands on engagement with the help desk ensuring support is consistently exceeding client expectations. People Management – Creating plans, executing them through the team and following key processes from implementation to adoption.Assists the CEO with the management of the company’s senior leadership team, both tactically and strategically, standing in the gap during absences.Leading Service Operations Directors to proactively assist / mentor staff with annual performance management, career planning, certification goals, developmental assignments, and advancements.Assisting with the management of thoughtful staffing of the client teams with a proper blend of engineering skills and capacity to deliver on our response and resolution time promises. EDUCATION, PRIOR WORK EXPERIENCE, SPECIALIZED SKILLS/ QUALIFICATIONSBachelor’s degree, in Information Technology or Business preferredEOS/Traction prior experience a plusCustomer facing experience delivering managed or professional services, including dealing with customers and internal teams, typically gained over 8-15 yearsProgram management experience (account and project management - been there done that)Strong business acumen with ability to discern and uncover business issues and strategies for resolutionUnderstanding of how technology can solve business problems (detailed technical knowledge not required)Effective communication and presentation skills with the ability to interface at varying levels of managementStrong critical thinking skillsCommitment to qualityExcellent customer relationship management skillsProven ability to solve business challenges under stressful conditionsAbility to manage multiple priorities and interruptions with minimal impact on productivityDemonstrate a high level of independent judgment and initiativeBring organizational structure to new/ad hoc requests to guide a team in coordinated activity Exemplifies company Core Values: Customer Focus, Teamwork, Continuous Learning, AccountabilityHigh level of PC proficiency (Microsoft Office Suite required); experience with CRM and ERP systems preferred REQUIREMENTS Must have the ability to travel locally, and occasional long-distance travelThis position will be located at our offices in the Washington D.C. metro area, there will be opportunity to work remote at timesThis position requires having a flexible schedule to work outside of normal office hours as needed based on the seasonality of the business and the needs of the customer to ensure excellent customer experienceOccasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature. PHYSICAL DEMANDS: The individual will be subject to sedentary work with most hours in a professional office environment and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required. REASONABLE ACCOMODATION: It is designDATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities. PREFERENCE STATEMENT: designData, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training. PAY TRANSPARENCY STATEMENT: designData, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice. Apply Online at www.designdata.com design Data Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA). design Data, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law and the poster is available at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300. EOE AAP M/F/V/D If you need assistance or special accommodati

Design Data Systems, Inc.

Why Work Here?
designDATA is the leading IT services company serving the Washington, DC and Maryland metropolitan areas.

At designDATA we live by our values of Teamwork, Customer Focus, Continuous Learning and Accountability. These values empower us to deliver technology solutions that help mission-driven organizations do their best work securely. They also promote extremely effective collaboration between the sales and operations functions to drive business growth, employee fulfillment and customer satisfaction. Our culture and performance have led us to be consistently recognized as one of the top Managed IT Services providers in the market by CRN (making the Elite 150 in 2021). We have experienced steady 20% annual growth over the last three years and expect this trend to accelerate. Our growth is driven by a disciplined focus on our ideal clients, continuous investments in our sales team and the delivery of new solutions that meet our clients’ most pressing IT needs. REASONABLE ACCOMMODATION: It is Design Data Systems, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities. PREFERENCE STATEMENT: Design Data Systems, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to h We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA). We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. Apply Online at www.doyon.com

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