Director - Managed Service Platforms & Innovation

Lead and manage our Managed Service Platforms (Data Centers, Network, Servers and applications). This high-level leadership role is responsible for driving the strategic direction, operational performance, and continuous improvement of managed services platforms and operational processes. The Director will be instrumental in leading teams, managing technology platforms, and delivering exceptional customer service while optimizing resources and enhancing profitability. The ideal candidate will possess extensive experience in service operations, platform management, and cross-functional leadership.

Key Responsibilities:

Leadership and Operations Management:

• Lead the Managed Service Platforms & Innovations function, will be responsible for the Managed Services Practice Data Centers and infrastructure including Network, Serves and applications (referred to as Managed Services Platforms) including overseeing service delivery, platform management, and operational excellence.
• Develop and execute the strategic vision for Backend platforms supporting the managed services products and operations , aligning with organizational goals and customer needs.
• Drive innovation in service delivery, platform roadmap and utilization to stay competitive and meet customer demands.
• Provide leadership and guidance to the operations and technical teams, ensuring clear objectives and high performance.

Operational Excellence & Optimization:

• Oversee the day-to-day operations of managed service platforms, ensuring the efficient and effective delivery of services.
• Establish, monitor, and improve operational KPIs to ensure exceptional service delivery, cost control, and customer satisfaction.
• Identify opportunities for process optimization, automation, and scalability within Managed Service platforms and operations.
• Implement best practices and industry standards in platform management, service delivery, and operational performance.

Platform Management & Innovation:

• Lead the management, integration, and optimization of Managed Service platforms, ensuring that all tools and systems align with business needs.
• Drive the design and execution of platform-related projects, working closely with cross-functional teams, including IT, development, and customer support.
• Ensure platform security, reliability, and scalability to handle evolving business requirements and customer demands.
• Evaluate emerging technologies and trends to enhance platform capabilities and service delivery.

Customer Experience & Satisfaction:

• Ensure that the Managed Service platforms meet and exceed customer expectations, with a focus on delivering value, responsiveness, and innovation.
• Continuously improve service delivery processes to enhance customer satisfaction, reduce response times, and foster long-term customer relationships
• Lead the development of customer feedback mechanisms to track and enhance the user experience on the platforms.

Budget & Financial Management:

• Develop and manage the budget for Managed Service Platforms & Innovations, ensuring alignment with strategic priorities and cost management objectives.
• Optimize resource utilization and ensure operational cost efficiency without compromising service quality.
• Drive initiatives that balance financial goals with customer satisfaction, delivering profitable operations.

Team Development & Collaboration:

• Lead, mentor, and develop a high-performing team, providing coaching and guidance to encourage growth and career progression.
• Build strong relationships across departments, including IT, Product, Sales, and Customer Success, to drive collaboration and ensure alignment of goals.

Reporting & Stakeholder Engagement:

• Prepare and deliver reports to senior leadership, including insights into operational performance, platform health, and customer satisfaction.
• Monitor key performance indicators (KPIs) related to service delivery, customer experience, and financial performance.
• Act as a key point of contact for external stakeholders, including clients and vendors, ensuring transparent communication and strong relationship.

Governance, Compliance & Risk Management:

• Ensure compliance with all regulatory requirements, industry standards, and internal policies related to service platforms and operations.
• Identify and mitigate risks related to platform performance, customer service, and operational processes.
• Develop, implement, and maintain governance frameworks and policies.
• Ensure all governance practices align with regulatory requirements and industry standards.
• Coordinate with different departments to ensure that governance policies are understood and followed.

Qualifications & Experience:

• Bachelor’s Degree in Business Administration, Computer Science, Engineering, or a related field.
• 15+ years of experience in Product Management.
• Deep knowledge of the firm’s strategic directions and business plans.
• Partner relationship Management.
• Optimizes Work Processes​.