BDO’s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital’s cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We’re looking for people with the same drive; to combine teamwork with technology to produce amazing results.

The Managed Services Director is responsible for managing delivery in support of our clients served by the IT Solutions group. This individual will manage a cross-functional team of managed services and consulting professionals who are providing an optimal client experience, executing white glove delivery, delivery services as a Managed Services Provider (MSP), enabling continuous improvement and employing best practice standards.

The Director will influence the development, implementation, and ongoing management of efficient processes, standard operating procedures (SOPs) and documentation with a goal of standardizing and automating repeatable tasks for optimal service delivery. Serving within the leadership team for escalation and support, the Director facilitates the timely resolution of client service issues, playing the critical role of player/coach in the overall success of our service delivery teams and customers.

Essential Duties/Functions:

Operational Leadership:

• Supports operational teams to ensure IT Solutions is driving high levels of customer satisfaction and value, team member engagement, satisfaction, and retention, and growth and profitability
• Works with the IT Solutions leadership team to develop, plan, and execute strategies to improve performance, reliability and operational excellence
• Designs and develops competencies to lead and support Managers to implement standards and methodologies that accelerate efficiency and standardize delivery
• Develops, measures, and monitor success criteria and key performance indicators (KPIs) related to established SLAs, providing analysis and reporting of client & employee retention, utilization, revenue growth, profitability, etc.
• Creates, adopts, and implements industry standards, workflows, and best practices resulting in the optimized delivery

Service Line Development:

• Works with IT Solutions leadership team to define and support development of new or enhanced service lines
• Leads the ongoing expansion of Managed Services and implement strategies that improve performance and efficiently
• Ensures the team is leveraging tools and automation to ensure cost-efficient operations and scalability
• Works with the IT Solutions leadership team in the development and continued refinement of effective pricing for services offered

Client Advocacy:

• Acts as leadership point of escalation for customer issues and communication
• Supports & help lead Quarterly Business Reviews for larger customers
• Actively participates in sales pursuit activities
• Maintains frequent client interaction ensuring deadlines and quality standards are consistently being met
• Ensures clients are experiencing a “gold standard” delivery experience
• Champions the delivery excellence for client documentation, job aids, playbooks, custom reporting, and applications
• Other duties as required

Supervisory Responsibilities:

• Sets direction, drives change, aligns employees, and inspires, recognizes and rewards employees who are helping deliver/fulfill our client contracts and commitments
• Identifies and develops key organizational leaders through coaching, training, enablement with the goal of ensuring client success and career development
• Ensures the ongoing training and development of direct reports and their respective teams, provide input and leadership to drive advancement and employee satisfaction

Education

• Bachelor’s degree, required; degree with a focus in Technology, preferred

Experience

• Ten (10) or more years of leading and delivering IT consulting solutions in a variety of technical environments, required
• Three (3) or more years of experience leading in a national or global services delivery model and managing service delivery against SLAs and KPIs, required
• Experience developing and measuring a set of key performance indicators by team, required
• Experience consulting to distill complex business requirements down to the essential project/technical requirements, preferred
• Prior managed services leadership or call center operations experience, preferred
• Experience with Managed Service Provider (MSP), documentation management, or password management tools (ex. PSA, RMM, Autotask, ConnectWise, ServiceNow, ITGlue, NAble, NinjaRMM, Cisco Finesse, Cisco Webex), preferred

License(s)/Certification(s)

• PMP® certification (or similar), preferred
• ITIL V3/V4, preferred

Other Knowledge, Skills & Abilities

• Demonstrated skills in financial planning and analysis with previous experience overseeing teams, human resources, information technology
• Skilled in organizational development, personnel management, budget and resource development, and strategic planning
• Excellent people skills, with an ability to partner with a dynamic leadership team
• Possesses personal qualities of integrity, credibility, and commitment to corporate mission
• Flexible and able to multitask in a fast-moving environment
• Ability to work well in a cross-functional team environment
• Excellent interpersonal and customer relationship skills
• Must have excellent organizational and multi-tasking skills

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