DIRECTOR OF BUSINESS OPERATIONS | Meridian IT Inc.
NATIONAL

DIRECTOR OF BUSINESS OPERATIONS, CLOUD AND MANAGED SERVICES

REPORTS TO: SENIOR DIRECTOR, CLOUD AND MANAGED SERVICES

DATE: MARCH 2020

SUMMARY

The Cloud and Managed Services Director is responsible for defining and overseeing implementation of departmental objectives and managing day to day contract operations. The director is a services and customer agreement subject matter expert as well as escalation point for problem resolution and/or time high priority activities. The director is goal oriented and dependable to complete strategic initiatives alongside day to day priorities.


ESSENTIAL DUTIES AND RESPONSIBILITIES

Contract Management

  • Define KPI, processes, best practices, and continuous improvement objectives:
    • Create customer agreements (standard as well as new/emerging offerings)
    • Track service contracts (Meridian and/or partner)
    • Renew Contracts
    • Communicate contract details
    • Provide point of contact for contract questions
    • Create/modify customer agreement templates
    • Report gross profit
    • Request management approval for price/cost adjustments
  • Serve as escalation point to assist with deviations from standard processes

Invoicing

  • Define KPI, processes, best practices, and continuous improvement objectives:
    • Ensure invoicing accuracy
    • Relay customer invoicing requirements
    • Process customer invoice credit requests
  • Serve as escalation point to assist with deviations from standard processes

Service Onboarding & Operations

  • Define KPI, processes, best practices, and continuous improvement objectives:
    • Serve as contract point of contact for project management
    • Coordinate / communicate service notifications (Emergency and maintenance)
    • Document service offerings
    • Facilitate customer meetings (business reviews, issue communication/coordination)
    • Assist customers with concerns regarding open tickets
  • Serve as escalation point to assist with deviations from standard processes

DR Tests and Roles Swamps

  • Define KPI, processes, best practices, and continuous improvement objectives:
    • Document customer requirements/expectations
    • Develop execution plans
    • Track and communicate progress
  • Serve as escalation point to assist with deviations from standard processes

Vendor / Partner Interface

  • Define KPI, processes, best practices, and continuous improvement objectives:
    • Process, track, and service as point of contact for signed agreements
    • Approve invoices for payment
    • Associate vendor / partner costs to customer contracts
    • Order / adjust services
    • Manage Vendor Portals: support requests, access to facilities, upcoming shipments, onsite visits
    • Assist Engineers with access to data centers / portals
    • Review / communicate partner data center maintenance notices
    • Order software licenses (directly and via purchasing)
    • Process/report partner service metrics
  • Serve as escalation point to assist with deviations from standard processes

New Service Offerings

  • Manage onboarding and inventory of new service offerings
  • Facilitate cross department service strategy, design, transition, continuous improvement discussions
  • Serve as primary point of contact for service champions or others within Meridian seeking to learn more about an offering
  • Ensure new service offering process is followed and improved based on feedback from stakeholders

Misc.

  • Hire, train and manage business operations staff
  • Perform annual performance reviews for business operations staff
  • Create annual budget
  • Participate as a member of the Cloud and Managed Service Change Control Board
  • Perform other duties as assigned

QUALIFICATIONS

  • Ability to translate organizational goals into departmental plans
  • Ability to define and track departmental performance metrics
  • Ability to negotiate/champion intra/inter‐department change
  • Ability to guide direct reports as well as non‐reports in adhering to established processes
  • Ability to organize others in a sense‐of‐urgency environment; consistently model can‐do attitude
  • Ability to identify and implement creative solutions that reconcile Meridian/customer requirements
  • Ability to manage/mentor direct reports in accomplishing professional development goals
  • Ability to work with peers and senior management throughout Meridian to accomplish organizational goals
  • Willingness to assist direct reports with their duties during times of high volume or staffing constraints
  • Strong team player with emphasis on soft skills and relationship building
  • Resiliency during periods of multiple priorities and interruptions
  • Excellent customer relationship management skills
  • Define standards and ensure quality of customer presentable documents
  • Strong problem‐solving skills

EDUCATION / EXPERIENCE

  • 5+ years working with customers and/or managing vendors
  • 5+ years of IT service delivery leadership
  • Proficiency in MS Office (Required: Outlook, Excel, Word; Nice to have: Project, PowerPoint, Visio)
  • Four‐year college degree is preferred


Meridian IT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.