Senior Manager, Customer Success Management
2 weeks ago
At iTMethods, we set the pace in DevOps and AI/ML tools management, focused on delivering advanced, cost-effective solutions that address our customers' core business challenges.
Our strategic partnerships with premier ISVs and Cloud providers enable us to offer seamless and scalable technologies that ensure predictability in cost and performance.
We are recognized leaders, driving innovation in technology services with a keen eye on efficiency and customer success.Our professional and managed services are designed to optimize operations, reduce expenses, and foster growth, positioning our clients at the cutting edge of their industries.
As a pivotal member of the leadership team, the Senior Director of Managed Services will drive strategic and operational excellence, build and maintain cutting-edge service delivery, and provide financial oversight with a focus on surpassing customer expectations and achieving company objectives.
You will be constantly challenged to ensure we have the most reliable and resilient platform as we manage, maintain and expand the DevOps tools we have deployed to our platform.
You will need to bring your technical leadership and technology knowledge and experience in driving towards continued reliability and resiliency as we continuously evolve our Operations using world class tools and services to ensure that customer SLA commitments are met and exceeded.
To date, we have deployed over 75 different DevOps tools to our platform.You will get to work with our partners and customers in ensuring that they have a reliable and resilient system managed and supported by a highly skilled, knowledgeable and reliable workforce of support and operations engineers.
You will be well supported to lead and execute the Platform Operations strategy, including Site Reliability Engineering (SRE) principles, ensuring that our products and services continue to run uninterrupted.
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.
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.
Maintain direct responsibility for platform management aspects, including service onboarding, monitoring, and compliance.
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.
Technical Skills
~ 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
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