Director of Services
Job Type


The Director of Services is the Company’s key service leader responsible for developing, continuously improving, and delivering operational requirements, processes, and technology to deliver service excellence for all customers. 

The Director of Services is responsible for identifying and delivering performance improvements and efficiencies for the service delivery function and for leading and engaging a team of proficient and professional team members.

The Director of Services directs and institutionalizes ITIL practices and ITSM processes to drive efficiency and standards in the organization to develop desired service capabilities. 

Responsibilities include managing, mentoring, and leadership of managers and technical personnel, as well as identifying and implementing innovative ways to effectively incorporate architected solutions and technologies into the cloud environment and data center that deliver the best possible experience for the customer.

Primary Duties and Responsibilities:

  • Demonstrate the Company’s values, maintain a      positive open demeanor, encourage different points of view, and move the team      forward through change
  • Grow and scale service operations for people, processes,      systems, and tools
  • Build an effective team of leaders by      providing guidance, coaching, and training to subordinate managers and      staff
  • Lead with humility and foster passion within      all Emerge employees
  • Lead and develop an operational management      team to enhance performance by setting clear and accountable performance      measures
  • Improve NPS (Net Promoter Score), CSAT      (Customer Satisfaction), or other customer-focused metrics
  • Empower and engage the service delivery team
  • Use customer insight and root cause analytics      to identify improvements and drive results
  • Drive quality and consistency
  • Develop, track, and communicate key      performance indicators (KPIs), drive corrective & improvement actions      based on KPI data always striving for an improved service experience 
  • Direct management staff to document support      needs into defined knowledgebase articles 

· Achieve key performance metrics, including consumer satisfaction, quality, compliance, employee engagement, and financial objectives

· Communicate and reinforce a clear set of objectives and performance expectations, ensuring linkage to Emerge’s mission, strategy, and business plans

· Accountable for maintaining and improving all applicable quality and performance measures, including Service Level Agreements and Net Promoter Scores

· Oversee the daily workflow of the department

· Lead standardization and transformation of functions to facilitate performance improvement towards best-in-class industry standards

· Deliver the targeted financial results of the service delivery function

· Maintain overall responsibility for customer satisfaction through the delivery of IT services, including helpdesk services, technical operations, cloud services, and project services

· Foster a collaborative, success-oriented team environment where resources are empowered and accountable

· Manage all aspects of the data center and cloud business, including daily operations, spend management, budget, & resource allocation

Required Skills/Abilities: 

  • Proven ability to work independently and employ      effective time management skills to organize and handle multiple highly      visible priorities, projects, and products simultaneously
  • Proven ability to champion significant      projects, programs, and business initiatives using creativity and      ingenuity 
  • Experience in understanding customer requirements      and driving the organization to achieve their expectations 
  • Proven ability to lead discussions comfortably      and proactively with wide-ranging audiences while maintaining poise and      good humor
  • Demonstrated ability to motivate and      communicate with others at all levels
  • Demonstrated ability to influence outcomes,      utilizing effective communication skills and change management practices
  • Excellent      organizational skills and attention to detail
  • Strong      supervisory and leadership skills
  • Professional      and proactive work ethic
  • A customer-focused      and positive attitude
  • Strong      drive for results
  • Ability      to collaborate with cross-functional teams
  • Ability      to communicate clearly and with contagious enthusiasm
  • Ability      to delegate effectively

Education and Experience:

· Bachelor’s degree in a technology-related field or equivalent experience; Master’s degree preferred

· At least ten years of experience in IT service delivery

· Certifications preferred: ITIL Foundation and ITIL Service Operations

· In-depth experience performing ITSM functions using ConnectWise tools

Physical Requirements: 

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift 15 pounds at times