Delivery Director, Workplace Services / End User Services - Randstad USA

Randstad Digital's End User Services specialty within Cloud and Infrastructure is responsible for the successful delivery of industry leading client engagements related to Service Desk, Desk side support, Digital Workplace and Contact Center managed services. This senior level Director position is responsible for ensuring service excellence across all assigned engagements, with a strategic focus on Service Level Agreements, contract adherence, client satisfaction, continual service improvement, profit optimization, expansion of services, and cost containment.

This role will oversee client engagements and staff through the leadership of a team of Service Delivery Managers. Viable candidates will have significant IT support experience at a Director level, and will have managed multiple concurrent engagements both directly and indirectly through subordinate Service Delivery Managers/team leaders.

For immediate consideration send resume to nancy.lewis@randstaddigital.com. 
location: Raleigh, North Carolina
job type: Contract
salary: $72.11 - 81.73 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:

Required Skills - Experience managing large client engagements (150 resources plus) and experience managing P&L ($15M plus). Experience driving innovation in Workplace Services / End User Support

Job Duties - ROLE RESPONSIBILITIES

- Position location is flexible and will be jointly agreed upon

- Oversee multiple high profile client engagements

- Create mutually beneficial partner relationships with clients

- Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability

- Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and client satisfaction

- Develop senior level relationships with clients, championing business expansion and renewal

- Identify new business opportunities and work with Solution Development team and others on validating pricing and Statement of Work (SOW) development

- Regularly conduct formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, action plans, change management, and new opportunities

- Champion the Continuous Service Improvement program which includes the analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues

- Serve as an escalation point for client and personnel issues

- Provide training, guidance and mentoring to Service Delivery Managers in industry best practices as well as company policies and procedures

- Drive new ideas, trends and innovation specific to the End User Services space within client environments, in areas such as Digital Transformation and Digital Workplace

- Work with Service Delivery Managers:

o In the selection of staff

o To resolve client issues:

o Determine the nature of the issue and its impact to client satisfaction

o Determine compliance to the details of the Statement of Work

o Determine the action plan to resolve issues

- Support negotiations with the client on Statement of Work, engagement scope, and/or terms modification

- Obtain formal agreement on the action plan, and assign as necessary

- Effectively manages Service Delivery Managers and other direct reports:

- Full HR management responsibility, including hiring, coaching, counseling, performance reviews, etc.

- Establish training and certification needs

- Assist with career planning and personnel development

- Promote team building and resolve personnel issues

- Develop, implement, and measure retention programs for SDMs and engagement staff

- Assist Service Delivery Managers with weekly forecast reporting and ensure forecasts are submitted on schedule

- Review actual revenue and cost with Service Delivery Managers and report variances, following established procedures

- Develop, implement and monitor Employee Recognition programs

- Implement and measure compliance with Randstad Digital and ITIL Best Practices where applicable

- Collaborate with sales teams, recruiting teams, peers and other company leadership

- Partner with Account Executives and Branch Management to:

- Profitably grow the business

- Keep apprised of customer changes and business needs

- Share operational successes and opportunities