Insentra is hiring a
Director of Managed Services

Summary

The job description is for a remote position in either Australia or the United States for the role of Director of Managed Services at Insentra. The company values diversity, flexibility, and innovation, and aims to become the #1 Channel Services Partner in the world. The Director will lead, inspire, and mentor a team of IT professionals, oversee budgets and P&L, provide oversight for critical business tools, and ensure delivery is to global standards. They will also drive innovation and process improvement.

Requirements

• Minimum of 10+ years of experience in a senior Service Management or Customer role, delivering complex/outsourced services
• 5+ years of hands-on technical experience in IT
• 5+ years of leadership experience within Managed Services handling multiple support teams
• Ability to lead and develop a global team across geos
• Experience deploying managed services across multiple platforms, including: Azure, VMWare, Private clouds and AWS
• An obsession with customer satisfaction
• Demonstrated ability to position and present at a C-suite level
• Demonstrated experience of account/ department P&L management
• ITIL Service Management accreditation
• Experience in allocating resources, developing documentation, Incident Management, Change Management, and ITIL Standards for Support Centers
• Strong working knowledge of ITSM service delivery concepts
• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers
• Ability to manage and implement organizational change – change agent and ambassador

Responsibilities

• Lead, mentor, and inspire a team of IT professionals
• Own the budget and P&L for the global Managed Services business
• Provide oversight of the development, deployment, and maintenance of critical business tools
• Continuously improve CSAT and NPS ratings
• Ensure delivery is to global standards of security, quality, and process adherence
• Lead a globally diverse team across multiple time zones
• Drive innovation to create new market relevant offerings
• Facilitate streamlining processes, leveraging automation, eliminating inefficiencies in delivery and billing
• Crew Management & well-being, Objectives and Key Results (OKRs) and learning paths
• Chair the Managed Services senior leadership teams
• Represent thought leadership in a global organization
• Support sales in renewals and identifying new sales opportunities
• Define and deliver new Wildly Important Goals as part of 4DX initiatives

Benefits

• Career development resources and certifications
• Health insurance
• Financial benefits
• Work/life balance
• Paid time off
• Competitive compensation packages