Director, Managed IT Services
- Oak Brook, IL
- Permanent
- Full-time
- Designs managed services solution(s) to fulfill functional and technical requirements
- Designs relevant technical documentation, views, and proposal documents to communicate the solution to the Client and to internal teams
- Collaborates with internal teams to lead the solution design effort for a client account, discovering relevant technical requirements, and setting a scope and plan to meet client requirements
- Acts as the accountable point of contact for managed services solution discovery, design, and implementation in a client account
- Generates project organization, deliverable plan that includes configuration verification, transition
- Drafts and confirms Service Level Agreements (SLAs) using organizational standards guidance to gain agreement with clients
- Organizes the design/plan agreed with the client into a managed service delivery plan
- Owns accountability for contribution of peers and junior team members to the solution design and complete review and approval processes for technical and commercial designs
- Analyzes the proposed solution and create views for value management to support the client in a decision to buy managed services
- Creates proposals for Clients reflecting relevant detail, collaborating with sales and business leaders to win managed services opportunities
- Leads support and escalation calls with customers and/or vendors on technical design / issues / discussion where need arises
- Leads the transition effort from sales to an ongoing run state for a sold managed services engagement
- Other duties as required
- Supervises the day-to-day workload of managed services team members
- Ensures teams are trained on all relevant software
- Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
- Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
- Acts as mentor to team members, as appropriate
- High School Diploma or GED, required
- Bachelor's degree in Information Technology or Computer Science, preferred
- Ten (10) or more years of professional experience in Service Delivery, IT or Professional Services, required
- Eight (8) or more years of strong IT operational experience, required
- Five (5) or more years of experience leading teams within an IT services environment, required
- Four (4) or more years managing and overseeing offshore teams, required
- Experience with pricing enterprise-level engagements, required
- Advanced managed services provider experience, preferred
- Advanced experience within a similar role and matrixed managed services environment, preferred
- Advanced experience in IT project management and managed services delivery, preferred
- Advanced experience in designing and architecting managed services programs with comprehensive service frameworks and delivery teams for emerging client needs, preferred
- Client facing consulting experience, preferred
- One (1) or more of the following, required:
- Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
- ITSM platform experience. Ex. ServiceNow
- Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
- FortiOS or other Firewall Software Experience
- Project Management Professional, (PMP), preferred
- ITIL V3/V4, preferred
- Strong verbal and written communication skills
- Excellent interpersonal and customer relationship skills
- Strong analytical, facilitation, and documentation skills
- Strong project planning, scoping, and management skills
- Strong business process analysis & design and process flow skills
- Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
- Capable of successfully multi-tasking while working independently or within a group environment
- Capable of working well under pressure while dealing with unexpected problems in a professional manner
- Ability to work well in a cross-functional team environment,
- Excellent organizational and multi-tasking skills
- Welcoming diverse perspectives and understanding the experience of our professionals and clients
- Empowering team members to explore their full potential
- Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
- Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
- Focus on resilience and sustainability to positively impact our people, clients, and communities
- BDO Total Rewards that encompass so much more than traditional “benefits.”