Director of Strategic Accounts
Airgas
Salary
💰 $80,000 - $110,000 per year
Job Level
Lead
Tech Stack
Cyber SecurityITSM
About the role
- Lead, mentor, and scale high-performing service teams to deliver a best-in-class client experience.
- Drive performance metrics (SLAs, CSAT, NPS) to ensure operational excellence.
- Serve as a key escalation point for critical service incidents and client-impacting issues.
- Collaborate cross-functionally with IT, engineering, cybersecurity, customer success, finance, and vendors.
- Use analytics to anticipate service needs and implement proactive improvements.
- Standardize and improve service management processes and tools.
- Ensure alignment between service delivery and organizational goals.
- Champion a culture of accountability, innovation, and continuous improvement.
- Report to the Vice President of Service and lead end-to-end service delivery function.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven success managing technical service teams in an MSP or IT services environment.
- Deep understanding of ITIL and service management best practices.
- Excellent communication and leadership skills with a track record of driving results.
- Experience managing across Windows, Mac, and mobile platforms.
- Certifications in IT service management are a plus but not required.
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