Senior Director of Managed Services
2 weeks ago
- While this position is remote, candidates are required to be based in the GTHA
- Lead the Managed Services teams to deliver exceptional, resilient, and innovative services while ensuring a client-focused approach.
- Establish a leadership development framework that mentors rising talent within the Managed Services division, preparing individuals for future leadership roles
- Oversee the recruitment, onboarding, and retention strategies, ensuring the team remains robust, diverse, and equipped to handle the challenges of a dynamic service environment
- Foster a culture of operational excellence, with a bias for action in delighting our customers, through delivering the best quality of service as it relates to reliability, scalability, and performance.
- Shape the operational processes and technology strategies, maintaining platform advancements and efficient use of resources.
- Implement automation initiatives to enhance service delivery, reduce risks, and control costs.
- Promote, implement, and enforce SRE best practices, emphasizing reliability, scalability, and performance excellence.
- Align technical team efforts with business goals through meticulous sprint planning and project management.
- Engage actively with Sales and Customer Success to facilitate client retention and identify avenues for growth.
- Champion innovative solutions that drive team productivity, ensuring that improvements are sustainable, measurable, and aligned with customer satisfaction goals
- Collaborate with engineering resources to design and deliver innovative solutions, enhancements, and improvements to our customers.
- Maintain direct responsibility for platform management aspects, including service onboarding, monitoring, and compliance.
- Conduct robust operations and budget reporting, providing clear insights and forecasts to inform the annual operating plan (AOP).
- Participate in monthly and quarterly leadership reviews, presenting operational and financial performance against strategic plans.
- Champion the management and execution of comprehensive internal audits, aligning with SOC, ISO, and other industry standards.
- Direct the strategy for obtaining and maintaining certifications such as AWS MSP, leveraging these standards to enhance service credibility and trust.
- Develop a compliance framework that scales with the business, meeting stringent requirements while supporting agile operational practices.
- A master’s degree in computer science, Engineering, or a relevant technical field, or equivalent experience.
- Minimum of 7 years in leadership roles within technology operations, with a demonstrated track record in Managed Services or SRE.
- Certifications in cloud technologies (AWS, Azure) and a robust understanding of the DevOps and AI landscapes.
- Strong financial acumen with experience in budget management and operational reporting.
- Excellent communication skills, with the ability to articulate complex technical and financial information clearly.
- Proven ability to lead by example, with a hands-on approach to fulfilling monthly and quarterly leadership and reporting duties.
- Expertise in AI, cloud environments, and a comprehensive set of DevOps tools and technologies (e.g., Jira, Confluence, Jira Service Management, CloudBees Jenkins, GitHub, GitLab, DataDog, Ansible, Terraform, Kubernetes).
- Flexible work environment
- Competitive compensation and benefits package
- Learning and Development
- Career Progression
- Culture – One team environment founded on respect and collaboration where we do not take shortcuts and are customer obsessed
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