Director of Managed Services - Utica, United States - ican inc

ican inc Utica, United States

3 weeks ago

Description

The Director of Managed Services will oversee the operational aspects of our client engagements, ensuring high-quality service delivery, client satisfaction, and continuous improvement.

The Director promotes the philosophy and mission of the agency by performing the following duties.

Duties and Responsibilities:

Client Relationship Management:
Serve as the primary point of contact for key nonprofit clients, building strong relationships and understanding their unique needs.
Collaborate with clients to develop customized service plans tailored to their specific requirements and objectives.
Proactively address client concerns, provide regular updates, and ensure client satisfaction with our services.

Team Leadership and Development:
Lead and motivate a team of managed services professionals, including project managers, administrators, and specialists.
Provide coaching, guidance, and professional development opportunities to team members to enhance their skills and capabilities.
Foster a culture of accountability, collaboration, and continuous improvement within the managed services team.

Service Delivery and Quality Assurance:
Oversee the execution of service delivery according to established standards and best practices.
Monitor key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of service delivery.
Implement quality assurance processes and mechanisms to ensure consistently high-quality outcomes for clients.

Operational Excellence and Efficiency:
Drive operational excellence and efficiency within the managed services function, optimizing processes and workflows to maximize productivity and value.
Identify opportunities for automation, process improvement, and technology enhancements to streamline operations and deliver greater value to clients.
Ensure compliance with relevant regulations, industry standards, and best practices in nonprofit administration.

Strategic Planning and Growth:

Collaborate with senior leadership to develop and execute strategic initiatives aimed at expanding our managed services offerings and growing our client base.

Identify market trends, emerging needs, and competitive opportunities to inform strategic decision-making and business development efforts.
Contribute to the development of marketing collateral, proposals, and presentations to promote our managed services capabilities to prospective clients.

Education/Experience:
Bachelor's degree in business administration, nonprofit management, or a related field; advanced degree preferred.

Proven experience (4+ years) in a leadership role overseeing managed services, client services, or operations, preferably within the nonprofit sector.

Strong understanding of nonprofit administration, including financial management, human resources, and technology support.
Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with nonprofit leaders and stakeholders.
Demonstrated leadership and team management abilities, with a track record of inspiring and developing high-performing teams.
Strategic thinker with the ability to translate client needs and market insights into actionable plans and initiatives.
Results-oriented mindset with a focus on delivering exceptional service, driving continuous improvement, and achieving business objectives.

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