Director of Services

JOB TITLE: Director of Services

LOCATION: New York Area

PACKAGE: $200,000.00 Base, with Bonus. With full American Benefits.

Company Information:

My client is a fast-growing young company that provides cloud storage solutions that enable service providers and enterprises to launch managed storage, backup, file sharing and mobile collaboration services using a single platform and base on the cloud storage infrastructure of their choice.

Key Experience Required:

• Vast experience in managing complete life cycle, complex enterprise implementations with end-to-end responsibility for project management and delivery, in storage/IT/security companies


• Ability to prioritise, manage multiple projects, and adhere to business-critical deadlines


• Ability to communicate relevant information to all levels of the organisation


• Proven ability to problem solving and achieve results


• Quick and innovative thinking to correctly interpret available data


• Excellent communication skills (written and verbal) along with good presentation skills at the CXO level


• Comfortable and willing to be hands-on contributor


• An impeccable record of accomplishment of delivering customer success


• Proactive intervention, leading escalations when business results are at risk


• Experience with implementation and support of execution activities


• Ability to travel up to 40% within the United States


• Excellent organisational and leadership abilities


• A Batchelor’s Degree in Business, Computer Science or equivalent education in a related discipline


• 10+ years of previous project management and/or relevant consulting experience driving large scale projects in a matrixed environment


• Project management professional (PMP) certification – advantage


• At least 5 years of people leadership experience

Role Information:

• Responsible for providing an exceptional delivery and support experience to my client’s customers by developing employees and managing the day-to-day different professional services operations


• Recruit, hire and onboard top talent in order to achieve delivery and support goals


• Actively train, coach and develop the Service Delivery and Support teams


• Set clear team targets and individual goals; hold teams accountable by driving performance management process


• Plan and monitor the day-to-day running of the business to ensure smooth progress


• Responsible for the overall satisfaction of customer


• Manage the delivery pipeline, by working closely with my client’s sales team and externally with their customers while making sure they achieve their goals and exceed their customers’ expectations


• Lead the planning, implementation, communication workflows and rollout of all the deployment projects


• Manage escalated issues and provide leadership and direction in customer crisis situations; Proactively mitigate and resolve any customer concerns or escalations


• Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals


• Develop and administer corrective action and performance improvement plans


• Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods


• Improve and foster my client’s Project Management Methodology and establish a culture of excellence in complex project management


• Develops service level standards focused on response times and issue resolution


• Improve the policies and procedures that produce high quality customer service delivery and support which reflect industry best practices


• Develop and maintain implementation project plan and supporting documentation including but not limited to task assignments, training materials, report requirements, process flows, dashboard metrics, etc.


• Review key project deliverables with team members and provide management accurate forecasts for project deliveries


• Ensure that your departments needs are correctly prioritised in order to maintain my client’s customer expectations and SLA


• To define, measure, monitor and analyse measurable Key Performance Indicator (KPI) that demonstrates how effectively the deliver is but mainly the support teams are working on and define a correction plan when required


• Have to manage relationships at an executive level of strategic customers across the North America accounts


• Work collaboratively with the Sales team to ensure that customer expectations are properly met, that communication is kept open, and that escalations are resolved in a professional and proactive manner


• Engage with the business team to define project scope to ensure optimum implementation process


• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units


• Function as a consultant and business partner to other organisations within my client’s company


• Manage the relationships with the key stakeholder within my client


• Contribute to the product roadmap based on feedback on the ground from customers and from implementation experience


• Serve as an escalation point for your team’s clients to ensure high quality deliverables, solutions and client management on projects


• Align customer service activities and initiatives to support and enhance the objectives of the organisation