Director of Service Delivery

Job Title: Director of Service Delivery
Company: Online Tech, LLC
Location: Ann Arbor or Flint, Michigan; Other locations possible with 50-75% travel required

 

Job Overview 

The Director of Service Delivery is responsible for the successful implementation, management, support, ongoing operation, and overall quality of service of our client environments.  This includes but is not limited to delivering IaaS, managed services, and security services.

 

What We’re Looking For 

A high intensity “A” player who creates a win-win environment with highly developed technical, interpersonal, analytical, and leadership skills. Our ideal Director of Service Delivery will fully engage by contributing great ideas and maintaining the highest standards of accountability and client focus to help us build one of the industry’s greatest success stories. This position is based in Ann Arbor, Michigan with frequent travel and time spent at our other locations nationally, and eventually, internationally. This is a full-time, exempt (salaried) position reporting to our head of operations, managing four services teams in a rapid growth environment with significant growth opportunity.

 

Company & Culture Overview

We are a data solutions company focused on hybrid cloud hosting and providing exceptional services to mid-market and enterprise customers across the US and abroad. Our goal is to help our customers navigate the evolving cloud landscape as they move through their own digital transformation. We are experts in the continuous delivery of secure, compliant cloud and managed services so that our customers can focus on the success of their business.

At Online Tech, it is our people and how we organize ourselves that makes the difference. We are deliberate about our culture--everyone lives our purpose; everyone is driving towards our vision. Our core values are not just words on a wall; they are an active part of our vocabulary. We defend them and constantly look to improve ourselves by asking if we live by them every day. Find out more here: http://www.onlinetech.com/company/core-values/. 

 

Position Responsibilities

  • Develop and execute organizational strategies and departmental business plans that support the ability to scale, create the highest quality of service, and deliver exceptional client experiences
  • Attack business challenges with grit and intensity; lead the solution development and resolution of complex issues impacting service delivery, evolving client needs, and an increasingly more sophisticated cloud technology landscape
  • Design, develop, mature, and/or evolve the operational processes and procedures necessary to deliver product services, exceptional support, the highest quality, and more
  • Manage critical client relationships
  • Work with the product management team as the Client Advocate to ensure our products achieve exceptional experiences
  • Collaborate with the executive leadership team on critical strategic objectives to expand services nationally and internationally
  • Manage staff according to Online Tech’s standard processes and procedures (“OT Way”)
  • Perform other duties as required to help the Online Tech team achieve its objectives


Required Skills and Background

  • Extensive experience directly delivering technology products & services to mid-market and larger businesses
  • Successfully led in a director or higher capacity for no fewer than 3 years with responsibility for budget, personnel, and department level strategy
  • 12+ years of overall experience in a technology field closely related to our work
  • Extensive experience communicating with, and delivering to, executive leadership
  • Passionate about delivering exceptional client experiences
  • Desire to be a part of the fast-paced, high-intensity entrepreneurial experience
  • Four-year degree in a related field
  • U.S. citizenship or lawful permanent U.S. residency required

 

Exceptional Candidates May Have

  • A Master’s degree in a related field
  • A strong desire and motivation to grow into an executive role
  • Experience working in a cloud, security, or managed service provider environment


Key Measures of Success

  • NPS (Net Promoter Score) measurements
  • Client satisfaction
  • Deployment productivity (time to revenue)
  • Uptime and service integrity

Compensation

Competitive base salary plus quarterly bonus, 401(k), health insurance, and other benefits.

If you are interested in this position, please send your resume with salary requirements to This email address is being protected from spambots. You need JavaScript enabled to view it..

Get started now. Exceptional service awaits.