Client Services Delivery Director

Quality Technology Solutions, Inc. - New York, NY

Full-time | Custom_1Estimated: $140,000 - $180,000 a year
EducationSkillsBenefits
Founded in 1994, ATSG is a tech-enabled IT Services and Solution Provider that delivers Digital Innovation providing tangible business value and exceptional Client experiences through the sale and delivery of Technology Solutions as a Service (TSaaS). Our service offering portfolio is comprised of main lines of business rediTech, rediCloud and rediManage. We offer these services with an array of commercial and technological choices for our Clients, ranging from traditional project-based and support services, through complete consumption-based managed services models. Job Description:The Client Delivery Director (CDD) role is an IT leadership position with duel responsibilities.

The incumbent will act as the director of infrastructure while overseeing managed services delivery. The CDD will be located on-site and work closely with a single global ATSG client to ensure quality cost-effective services are delivering value. Responsibilities include managing the successful launch of new and enhanced solutions, supporting end-user adoption and driving the evaluation and updating of the Infrastructure strategy to modernize the business and provide services and solutions that will help the business run as efficiently and smoothly as possible. The CDD’s primary charter is to ensure the smooth running of all of Client’s technical environment.

He or She will help direct the client’s IT vision, planning, design, implementation, analyzation and support of their network, systems, data, telephony, security and IT operations. This leader will be the point of contact for all IT initiatives which includes working with the client’s business leaders for requirements and leading a team of ATSG resources (Service Delivery Manager, Technical Account Lead, on-site and remote engineers, service desk analysts), client partners and vendors to a successful conclusion. Responsibilities:Oversee the 24/7/365 operations and support of client’s Infrastructure including telecommunications, servers, end-user computing devices, service desk, telephony and video teleconferencing to ensure Service Level Agreement attainment. CDD will work with the collective team to identify innovative ways to cost effectively improve quality and end user IT services experience.Oversee the vision and strategic direction of the client’s IT infrastructure, on-premise/co-location/cloud systems, global networks, disaster recovery, server and storage management, end-user telecommuting/collaboration tools, telephony, video conferencing, and security.Manage client’s other third-party vendors for IT service delivery, support, products, and vendor management; including coordinating their participation in planning architectural changes as necessary.Establish and ensure compliance to technical standards for the client, around platforms, frameworks and roadmaps; ensure that the technical standards are communicated and used effectively throughout the client’s application development with all client partners and ATSG managed services projects and support.

Provide leadership and input to ensure that the client’s portfolio of applications is working across a fundamentally sound, consistent and fully integrated infrastructure.Provide leadership over existing and new programs, policies and procedures for IT Infrastructure operations and IT Security. Continuously work to improve the IT Infrastructure organizations’ operation through evaluation and implementation of industry best practices, benchmark analysis and metrics. Responsible for effective and regular communication of client’s IT news including authoring IT newsletters, sending upgrade announcements and impending changes to the end-user community.Support the client’s corporate innovation agenda by creating a dynamic responsive IT organization and environment. Effectively manage the client’s Infrastructure expense and capital budget, ensuring that that current and future system requirements are known and socialized through effective planning and communication with key stakeholders, including prioritizing client resources to ensure appropriate balance between tactical and strategic demands to meet client’s goals.When required direct or handle in-person client’s queries/tickets especially for client’s executive management team.Qualifications:Bachelor’s degree required/Political Science or Economics major or minor is a plus5 to 10 years related experience in IT management or IT Consulting.

Experience working in rapid growth, dynamic, transformational organizations is a plus. Working Technical Expertise in Networking Architectures, Avaya and Cisco IP Telephony, MS 0365, WebEx, Cloud Solutions, Cisco Video Conferencing, Sales Force, Dynamics, Experience working in ITSM ticketing systems and managing pertinent IT metricsITIL Foundations or equivalentProject Management experience required Detailed oriented, organized with excellent follow upMust be self-directed with the ability to prioritize work intake, work independently and delegate when required Excellent written/verbal communications skills to both business users and executive management Ability to effectively translate technical requirements, problems and solutions to a non-technical audience including business executives and end users.Ability to read, analyze and interpret appropriate business, security, compliance and technology trends then develop, communicate and defend a pertinent strategy. We offer competitive benefits, Med/Den/Vis/Life. 401(k) and generous PTO.

ATSG is an equal opportunity employer. EEO