Managed Services Director Poland
Senior
Full-time
Managed Services Director
Share the vacancy:
We are currently on the hunt for a senior managed services leader to drive our global ‘follow the sun’ 24/7 managed services offering to the next level!
We have embarked on a transformative journey developing our Salesforce service models over the last few years and built our Managed Services capability exceeding all expectations. We not only support our clients operational needs but also support international Salesforce AppXchange product companies to provide support for their own products. We have a compelling service and operating model for ITSM that is highly valued by our customers and target markets!
As our Managed Services Director, you will be responsible for continually developing and improving our operational support model and overseeing the delivery of managed services to our global clients. This includes developing and implementing strategies for delivering high-quality services, defining and managing budgets and resources, and ensuring that all service delivery meets industry standards and client expectations.
You will lead from the front building and maintaining relationships with clients to define and deliver service excellence. You are central to leading, developing and managing a team of Salesforce technical and service delivery professionals so that we not only meet SLA’s but continually improve, grow and exceed expectations.
We have embarked on a transformative journey developing our Salesforce service models over the last few years and built our Managed Services capability exceeding all expectations. We not only support our clients operational needs but also support international Salesforce AppXchange product companies to provide support for their own products. We have a compelling service and operating model for ITSM that is highly valued by our customers and target markets!
As our Managed Services Director, you will be responsible for continually developing and improving our operational support model and overseeing the delivery of managed services to our global clients. This includes developing and implementing strategies for delivering high-quality services, defining and managing budgets and resources, and ensuring that all service delivery meets industry standards and client expectations.
You will lead from the front building and maintaining relationships with clients to define and deliver service excellence. You are central to leading, developing and managing a team of Salesforce technical and service delivery professionals so that we not only meet SLA’s but continually improve, grow and exceed expectations.
What you'll do
- Supervision over the development of Salesforce based solutions
- Participate in customer calls providing support to both sales and presales teams
- Work closely with our Global Sales and Customer Success teams
- Set strategic and operational goals and priorities to align with corporate objectives
- Ensure SLA metrics are in place and are related to response, triage, close, incidents service availability, and performance
- Ensure operational procedures and practices are well-defined, documented, consistently applied and benchmarkable to global best practice
- Develop strategies improve plans to drive performance and cost-effectiveness
- Administer staff performance and career development activities
- Develop and maintain processes to ensure up-to-date documentation, knowledge transfer and service quality
- Participate in monthly, quarterly, and annual client SLA performance reviews
- Create finance and budget models for managed service product lines
- Build an effective network and service model within VRP to provide support for our Salesforce platform and production developments
- Develop and grow a team of professionals via coaching and performance improvement
Who you are
- 6+ years experience within technology delivery and service management
- 10 years of operations management experience leading high-performance teams
- Fluent English both written and spoken is a must
- Strong organizational and team leadership skills
- Enthusiasm, energy, gravitas and a focus on quality
- Strong ability to collaborate on company-wide initiatives
- Excellent written and oral communication and presentation skills
- Experience developing and managing resource models, budgets and pricing of managed service services
- Strong understanding of client-side contact and customer management
- ITIL Certified or experience other ITSM systems would be a plus
- Solid understanding of modern information security risks and practices
- Proven track record gathering and monitoring metrics on a global scale
Nice to have:
- Bachelor’s degree in Computer Science, Engineering or related field
What you'll get
- Remote working
- Flexible working hours
- Private medical healthcare and Life Insurance(with family options)
- Benefit system(multi-sport card, tickets to cinema or theatre, etc.)
- Paid time off and bank holidays for contractors
- Kraków office located in a trendy district
- Parking space in Krakow office
- Chill out zone with PlayStation, board games, darts, and a foosball table
- Language classes
- Free Certifications
- Chance to have a direct impact on company growth
- A challenging position with a renowned and fast-growing player in the Salesforce ecosystem
- Regular company parties
- Monthly company breakfasts