Senior Director, Managed Services Delivery

Red River is seeking an experienced and dynamic professional to join The Managed Services (MS) team as the Senior Director Service Delivery. The ideal candidate will play a pivotal role in establishing clear strategic goals and aligning them with client needs to ensure consistent service excellence. This position will be expected to foster a culture of continuous improvement and innovation, encouraging teams to adopt best practices and leverage new technologies. Additionally, by maintaining strong stakeholder relationships and effective communication, this leader can ensure transparency and drive successful outcomes for our clients and our business.

As a senior leader, you will be expected to work with MS leadership to develop and execute strategies that ensure efficient and effective delivery across multiple market client segments with various service requirements. To be deemed successful, the VP SD will promote, manage and improve a global delivery strategy and ensure a client-centric focus is embedded in every employee and experienced by every client. Underpinning the VP SD’s ultimate success is an operational excellence that is palpable and substantiated by key performance indicators that drive performance and improvement.

The Senior Director will lead a team comprised of leaders and engineers that deliver and manage client technology and incident response services to all MS clients. These services include data center support, cyber security proactive and reactive support, UCaaS support, Network engineering, and desk side support.

This role requires deep technical, business, and people engagement skills to lead a dynamic delivery environment. This role is also a driver of standardized processes and procedures for effective and efficient operations in support of our employees and customers.

Also, the Senior Director will play a strategic role in managing client experience by ensuring the smooth delivery of top-notch services that meet and exceed expectations and Red River’s contractual commitments.

Primary Position Requirements

Global Service Delivery Strategy Execution

• Standardization: Direct and review the implementation of standardized processes and best practices across all delivery centers to ensure consistency and quality.
• Scalability: Ensure scalable delivery of MS solutions that are adaptable to different clients while maintaining high service levels.
• Innovation: Foster a culture of curiosity and innovation to continuously improve service delivery, leveraging new technologies while advancing employee skills.

Offshore Delivery Center Relationship Management

• Governance: Lead clear policies and procedures to guide offshore teams. Ensure all operations comply with local and international regulations.
• Communication: Ensure consistent and clear communication through regular meetings and updates. Be aware of cultural differences and adapt communication styles accordingly.
• Performance Management: KPIs: Define and monitor key performance indicators to track progress and performance. Provide regular feedback and support to offshore teams to help them improve and stay aligned with goals.
• Leadership & Motivation: Inspire and motivate offshore teams to achieve their best. Provide the necessary support and resources to help teams succeed.
• Cost Management: Manage budgets effectively to control costs without compromising quality. Optimize processes to improve efficiency and reduce costs.

Customer-Centric Approach

• Customer Satisfaction: Prioritize customer satisfaction by ensuring services meet or exceed customer expectations.
• Feedback Mechanisms: Ensure MS employs feedback mechanisms that gather relevant information that can be trended and used to implement improvements and act on customer insights.

Operational Excellence

• Efficiency: Optimize resource utilization (billability) and streamline operations to reduce costs and improve efficiency considering offshore resources and the MS pyramid resource strategy to promote from within and backfill at the lowest levels.
• SOP relevance: Review, approve, and monitor service desk operating processes procedures to drive improvements for more effective and efficient operations.
• Action Plans: Oversee and review delivery improvement plans with the sales and Market Unit teams resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure service delivery performance and identify areas for improvement.

Leadership and Team Development

• Talent Management: Attract, retain, manage, and develop top talent to build a high-performing team. Regularly review performance metrics and action determinations based on the metrics.
• Training and Development: Provide ongoing training and development opportunities to enhance skills and knowledge.
• Collaboration: Foster a collaborative environment that encourages teamwork and knowledge sharing, and customer focus.

Financial Management

• Budgeting: Develop and manage budgets by accounts based on levels of effort and seniority of resources to maximize MS profitability.
• Cost Control: Refine cost control measures to constantly monitor billability and impact on profitability without compromising service quality.

Stakeholder Engagement

• Communication: Maintain clear and effective communication with stakeholders, including customers, sales, employees, account leadership, and executive leadership.
• Management System: Deploy strategic management system that defines an efficient, time bound daily, weekly, and monthly cadence of reviews with stakeholders for the purpose of communicating status, resolution, changes, etc of key issues and management topics.
• Partnerships: Build and maintain strategic partnerships with vendors and other external entities.

Risk Management

• Identify Risks: Proactively identify potential risks related to offshore delivery.
• Mitigation Plans: Develop and implement risk mitigation plans to address these risks.

Onshore Delivery Center Start-up

• Infrastructure Setup: Lead team to secure office space and set up the necessary physical infrastructure at chosen location. Direct implementation of infrastructure, including hardware, software, and network connectivity.
• Talent Acquisition: Hire skilled professionals to staff the delivery center. Ensure appropriate training to ensure staff are equipped with the necessary skills and knowledge.
• Governance Framework: Establish a governance framework to oversee and manage the delivery center.

Critical Requirements and Performance Management Criteria:

• BS Business Administration, Computer Science, Engineering or other technical degree.
• >10 years of delivery management experience.
• Mutualized resource management experience related to level of effort and utilization.
• Strong team building and management experience.
• Experience in managing offshore delivery.
• Demonstrated ability to lead and inspire teams.
• Comfortable in leading through change and evolving organizational landscapes.
• Ability to obtain a public trust clearance within six months.
• Knowledgeable of ServiceNow, ITIL framework, ITSM methodologies.
• Innovative thinker to improve processes and strategy.
• Exceptional planning and decision-making skills.
• Strong organizational skill with capacity to train less experienced team members.
• Ability to drive profit improvement, client retention using AI/ML-powered tools.
• Ability to drive continuous client satisfaction year over year.
• Ability to support sales in the development of revenue through proposal (writing) preparation, orals presentations and exceptional management of service delivery.

Essential Elements (Mental; Physical; Equipment used):

Position requires flexibility to meet personal needs while spending an appropriate amount of time (4 days) in the office providing visible leadership. The key to the correct balance of time between home and office time is continuous availability, scheduled communication time slots, and an intent to provide a visible presence in the office three to four days per week.

Special Requirements: This candidate will operate from the Chantilly, VA corporate offices with 15% travel to customer and partner sites, including international destinations.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.