Director of Operations, Managed Services: AV/VTC/UC; CT

Company Name:
J. Patrick and Associates
Director of Operations, Managed

The Director of Operations, Managed Services is responsible for all aspects of AV/VTC/UC Managed Services Operations. They will also be involved in strategy, product/service management (including service roadmap management, new service development and ongoing service refinement), partner/business development and technology platform development & optimization.
Partnering with cross-functional partner groups (Field Sales, Client Partners and Engagement Management) to optimize managed services business growth, customer loyalty/retention and operational efficiency.
Manage and maintain a consistent meeting rhythm for each customer account to include weekly technical, monthly management and quarterly business reviews.
Coordinate both technical and business process tasks to meet and exceed client expectations.
Provide detailed account governance documentation to include all areas of ongoing service delivery.
Manage customer on-boarding process to provide a consistent experience from contract signature to deployment.
Manage Change Management process and ensure that all required contract reporting, incident management, event process and SLA?s are met in compliance with agreements.
Provide support and assistance to Field Sales and Client Partner organization who oversee client relationships, to ensure the cross-functional organizations are working together toward account growth.
Identify key risks on the solution options, and work with involved teams for mitigation strategy and plans.
Presenting recommendations with comprehensive cost-benefit analysis, and ensure an agreement of the Solution definition across all involved teams.

Additional Skills & Competencies
7-10 years of AV service experience required
5 years of IT Service Management including but not limited to application, network, server and storage technology and management systems
In depth understanding of how these technologies interoperate with and impact AV, Video, and Collaboration systems
Familiar with current Managed service approaches to Video and AV, including monitoring, management, call production, concierge, webcasting, and digital media/content support services
Familiarity with cloud services
Ability to travel up to 50%

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