Director, IT Operations and Client Success Leader

3 weeks ago

Winnipeg, Manitoba, Canada Bell Canada Full time
Job Summary

We are seeking a highly skilled and experienced Director of IT Operations and Client Success to lead our IT services operations and drive business growth. The successful candidate will be responsible for overseeing daily operations, managing the company's profit and loss (P&L), and ensuring the fulfillment of customer commitments.

Key Responsibilities
  • Leadership and Strategy
    • Develop and implement strategies to grow the business and enhance financial performance.
    • Lead and motivate the management team to achieve operational efficiencies and performance focused on service delivery.
  • Operational Management
    • Oversee daily operations to drive operational efficiencies and performance focused on service delivery.
    • Manage the company's profit and loss (P&L) and ensure the fulfillment of customer commitments.
  • Client Success
    • Foster strong relationships with customers and drive consistent client onboarding, service delivery, client retention, and client satisfaction.
    • Maintain ongoing profitability and ensure customer satisfaction.
  • Financial Management
    • Demonstrate strong financial acumen in managing the P&L and operating budgets.
    • Be responsible for all elements of revenue for Epic, including developing strategies to maximize revenue growth, ensuring alignment across all departments, and closely monitoring revenue performance against targets.
  • Product and Service Development
    • Hone the product and service offerings to enhance Epic's market positioning.
    • Drive growth and maturity through performance management cadence and adoption of best-in-class thought leadership and innovative practices.
Critical Qualifications
  • Exceptionally strong ability to influence, lead, motivate, drive, energize, and excite the team and make a big impact.
  • An innate ability to make things happen with confident action and minimal direction.
  • Excellent relationship management skills; able to achieve stakeholder buy-in and foster successful client relationships.
  • A proactive, industrious, selfless attitude taking ownership of results and meeting goals.
  • An inherent ability to deliver messaging in a friendly helpful manner that is collaborative and resonates with the team.
  • Ability to see and learn from the best in people and how those skills apply as a team to pursue excellence and make a difference.
  • A natural instinct and confidence for conducting business affairs.
  • Awareness within all areas of the business and can effectively manage processes and operations across stakeholders.
  • Must speak the languages of finance and accounting, operations, sales, marketing, human resources, IT hardware and software.
  • A team player with a remarkable capacity to stay calm amidst chaos and change, and still adapt.
Preferred Qualifications
  • 10+ years' experience leading teams focused on IT Managed Services Operations within a service provider environment.
  • A university degree or higher education in Business and Technical field.
  • Experience managing IT services with public sector entities.
  • Proven experience in managing large teams of technical experts.
  • Organizational planning and management expertise.
  • Demonstrate knowledge of revenue and cost management.
  • Demonstrated commitment to providing an exceptional customer experience.
  • Strong working knowledge of ITIL/ITSM principles and best practices.
  • Demonstrated success in building teams and optimizing workforce management.
  • Strong communication skills (written and verbal), people and presentation skills.
  • Demonstrated ability to seek out and act upon opportunities for service improvement.

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