Managing Director – Strategic Engagements

HBR Consulting - New York, NY3.3

Full-timeEstimated: $62,000 - $85,000 a year
The Managing Director, Strategic Engagements (“MDSE”) provides senior level interface, thought leadership, and acts as the primary contact between HBR Consulting and its strategic clients assigned to her/him. This role is responsible for on-boarding, maintaining business continuity of existing business contracts and identifying solutions to facilitate growth opportunities within existing client(s). In addition, the MDSE has P&L responsibility for those Clients assigned to her/him and will coordinate activities with internal teams assigned to support client to deliver world class service on time and within budget.

This position is client-facing and requires interaction with various stakeholders at all levels, both internally and externally, with the goal of overall customer success. The role requires an individual that possesses a unique blend of business and conceptual technical expertise; with the drive, influencing skills, and ability to collaborate with many constituencies to grow the business.

Manage client expectations with a focus on continuous improvement
Coordinate and manage the substance of interactions with Clients’ leadership teams (including executive management, IT, and security) leveraging HBR executive team in support of achieving strategic objectives
Leverage HBR IT Managed Services operating models, processes and reporting artifacts to promote strong client relationships through technical reviews and onsite engagements
Responsible for assigned Clients’ onboarding, delivery to contract and user support to maintain high levels of client satisfaction and revenue growth/retention
Work closely with Technology Services on the delivery and ongoing operational support of NextGen solutions
Manage service delivery and vendor relationships to deliver IT Managed Services to defined Client list to achieve budget targets and strategic objectives
Direct activities of the Vendor Management Office to achieve financial and strategic objectives in her/his Client book
Participate in the budgeting and contracting process for assigned Clients. Support Business Operations and Procurement functions and contract development for assigned Clients.
Participate in setting expectations for new client engagements with assigned Client’s and ITMS’ senior leadership
Talent management – Building teams, driving morale and company culture, facilitating HR policies for talent management, etc.
Financial acumen – Analysis P&L, financial planning, etc.
Oversee User Support group’s day-to-day interactions with assigned Clients to monitor and ensure Client satisfaction in the following areas:
Incident management and troubleshooting methodologies
Service Request management
Problem management
Knowledge management (Knowledge Base)
Change Management
Accountable for growth within the company's existing client base, identifying solutions, including program enhancements, add-ons, new business, expansion while improving client and company return on investment
Bachelor’s degree in computer science, business or related discipline (Master’s degree a plus) or equivalent work experience
15 years of experience in legal technology service delivery, account management or related field; 10 years of management experience in service delivery, project management, or related disciplines
Proven experience in finding creative ways to execute in a fast-paced work environment with a track record of delivering results on time and on budget
Excellent leadership, organizational, project management, communication and collaboration skills
Successful track record of delivering excellent customer service experiences with focus on attention to detail,developing productive and consultative working relationships across IT departments and leadership at client sites
Proven experience working on multiple projects at once, prioritizing, work independently, and problem solving, and working under pressure in a fast-paced environment
Strong verbal and written communication skills including the ability to present to an executive-level audience
ITIL certifications or equivalent experience
Ability to travel up to 50% domestically