MSP Operations Manager
Red Cup IT
Value Stream Manager, Client Strategy
Endsight
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $115,000 - $165,000 per year
Job Level
Mid-LevelSenior
About the role
- Responsible for processes and procedures supporting fulfillment and execution of World-Class Strategic Roadmaps, budgets, QBRs and consulting for nearly 400 Managed Services clients
- Drive innovation, continual improvement, and own long-term strategic direction for the Client Strategy delivery area
- Member of the Operations Managers Group and collaborate with other managers and team members to drive improvements and deliver client value
- Report to the VP of Operations and serve as key member of Management team
- Develop and maintain 3-to-5-year strategic plan and 1-year plan with quarterly rocks and monthly milestones
- Collaborate with other Value Stream managers, General Managers and Centralized Services Managers to ensure service delivery and corporate alignment
- Maintain and develop BI/Dashboard reporting to drive performance and highlight areas for improvement
- Maintain and develop daily standard work and training framework for Technical Account Managers, Onboarding/Offboarding engineers and Inside Technical Account Managers
- Lead weekly CS Value Stream meeting and participate in weekly Operations Manager’s meeting
- Participate in interview process and assist as escalation, coaching and mentoring resource
- Ensure adherence to operational processes through Gemba and make work visible; target 20% of time at the gemba
- Maintain Problem Registers, develop Lean capabilities and participate in Lean coaching and training
- Directly manage 2 onboarding engineers and 3 Inside Technical Account Managers, including 1:1s, career development plans and performance reviews
Requirements
- At least a bachelor's or master's degree with qualifications in computer science, electrical engineering, telecommunication engineering and information technology and related fields
- More than 6 years' experience
- MSP experience in multiple service delivery areas (i.e. NOC, Projects, Support, Client Strategy, Executive Leadership)
- MSP Project fulfillment and project management experience
- Proven track record of driving Customer Satisfaction and retention (NPS, CSAT, Attachment targets, etc)
- Experience with NIST and / or CIS controls
- Lean, SixSigma, TQM or other continues improvement framework
- Excellent leadership qualities
- Demonstrated history of successfully leading teams
- Excellent skills in developing processes and procedures
- Excellent oral communication skills, writing and presentation skills
