Job Description

Managed Services Director

About the Role

We are seeking an experienced and dynamic Managed Services Director to join our rapidly growing telecommunications company. The ideal candidate will have a strong background in consulting, MVNO (Mobile Virtual Network Operator) operations, and telecom services, with 7-15 years of relevant work experience. This role is critical in driving our managed services division, ensuring client satisfaction, and expanding our service offerings.

Key Responsibilities

• Strategic Leadership: Develop and implement the overall strategy for the managed services division, aligning it with the company's broader goals and objectives.
• Client Relationship Management: Build and maintain strong relationships with key clients, ensuring high levels of satisfaction and identifying opportunities for upselling and cross-selling.
• Service Delivery Excellence: Oversee the delivery of managed services to clients, ensuring that service level agreements (SLAs) are met or exceeded consistently.
• Team Management: Lead, mentor, and develop a team of skilled professionals, fostering a culture of innovation, collaboration, and continuous improvement.
• Financial Management: Manage the division's budget, monitor financial performance, and implement cost-effective measures to improve profitability.
• Technology Innovation: Stay abreast of emerging technologies and industry trends, driving innovation within the managed services portfolio to maintain a competitive edge.
• Process Optimization: Continuously review and optimize internal processes to enhance efficiency, scalability, and service quality.
• Vendor Management: Develop and maintain strategic partnerships with key vendors and technology providers to support service delivery and innovation.
• Risk Management: Identify and mitigate potential risks associated with service delivery, compliance, and client contracts.
• Business Development: Collaborate with sales and marketing teams to identify new business opportunities and contribute to proposal development for managed services offerings.

Detailed Responsibilities

1. Strategic Leadership and Vision

As the Managed Services Director, you will be responsible for shaping the long-term vision of our managed services division. This includes:

• Developing a comprehensive strategy that aligns with market trends, client needs, and company objectives
• Identifying new service opportunities and potential markets for expansion
• Creating and maintaining a roadmap for service evolution and growth
• Collaborating with other department heads to ensure cohesive company-wide strategies

2. Client Relationship Management

Building and nurturing strong client relationships is crucial for the success of our managed services. You will:

• Act as the primary point of contact for high-profile clients
• Conduct regular client reviews to ensure satisfaction and identify areas for improvement
• Proactively address client concerns and escalations
• Identify and pursue opportunities for service expansion within existing client accounts

3. Service Delivery and Quality Assurance

Ensuring the highest quality of service delivery is a core responsibility. This involves:

• Overseeing the end-to-end service delivery process
• Implementing and maintaining robust quality assurance processes