Director, Managed Services

Managed Services United Kingdom


Description

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP, Microsoft, and Salesforce.

The Director, Managed Services provides a prominent level of management and leadership experience with ability to drive revenue generating support and project teams to meet company objectives. While functioning as a Director of the regional managed services team, this role will also be able to work with key vendors, customers/users, Spinnaker Sales and be willing to assist managed service team members with their customer support issues and special requests when the need arises.

Requirements
  • 10+ years production support, managed services, consulting, and/or maintenance experience
  • Experience providing strategic direction including building a new service offering and team
  • Database services experience a must
Responsibilities
  • Monitor SLA, backlog, performance, client issues and aging cases and help the managed service team resolve cases in both technical and functional areas
  • Actively participate in developing and creating complete solutions to complex managed service-related issues and requests
  • Be resourceful in working with the global managed service team, look for new ideas or processes to help the team work more efficiently
  • Work closely with VP, Global Managed Services practice leads for SAP, Sybase, SQL, Oracle and other databases related to managed service customer needs, customer satisfaction, managed service team growth needs, etc.
  • Ability to work well both independently and with a core managed service team without close supervision
  • Participate in resource evaluation activities to assess the ultimate impact of the company’s business requirements
  • Ability to manage application and technical managed global service teams, set expectations and complete vendor and internal employee performance assessment/reviews through the company measurement processes
  • Coordinate team building and development activities
  • Develop a global support model that that allows for a balance of competitive cost and customer satisfaction
  • Financial management of regional services to include P&L and margins
  • Manage offshore teams along with other regional Directors
  • Continuously improve the global services model with the VP Global Managed Services and the other regional directors
  • Manage SQL, Oracle, Sybase, Postgress, and Middleware Services

Benefits 
At Spinnaker Support, our employees are at the heart of our success. That’s why we offer a competitive benefits package and generous vacation.