Director of Client Services

About the Company:

Come join our ‘Ohana!  

Honu Services located in Kailua, Hawaii was founded on a simple principle: With the right support you can build anything.  Our mission is to empower clients and optimize client potential through cost effective and exceptional operational support.  We provide small businesses within the government contracting industry with specialized operational support services found at major corporations.  Our talented and dedicated team has years of experience in taking small businesses to the next level.  We are certified in ISO 9001, 20000-1, and 27001 standards to ensure the quality and consistency of our services are best in class. 

Visit Honu Services for more information.

Job Description and Responsibilities:

The Director, Client Services is responsible for overseeing the daily functioning, efficiency, and strategic direction of an organization's IT infrastructure, ensuring up time, performance, security, and alignment with business goals.

Responsibilities include:

IT Strategy & Governance

• Align IT operations with business objectives.
• Establish and enforce IT policies, SLAs, and implementation requirements to support ISO 9001, 20000, 27001, and CMMI frameworks.
• Provide insight executive leadership to align IT operations with business objectives, offering input on capacity planning and resource optimization.
• Contribute to budgeting reviews for IT infrastructure and services.

Infrastructure & Systems Management

• Oversee cloud, on-premises, and hybrid IT environments.
• Direct IT operations across service desk and endpoint delivery systems, specifically around Windows, Azure Virtual Desktop, Windows 365, and Intune management planes.
• Ensure high availability, scalability, and security of IT endpoint systems.
• Evaluate and implement emerging technologies client services technologies to support compliance posture and business productivity requirements.

Service Delivery & Support

• Define and monitor service delivery KPIs.
• Ensure high levels of IT service performance and customer satisfaction.
• Oversee major incident management and root cause analysis process.

Security & Compliance

• Work with security teams to enforce cybersecurity best practices.
• Ensure regulatory compliance (CMMC) is maintained by enforcing and supporting organizational policies.
• Provide input to disaster recovery and business continuity plans.

Vendor & Stakeholder Management

• Assist in negotiating contracts with vendors and service providers where necessary.
• Assist in managing third-party relationships for infrastructure, software, and consulting services where necessary.
• Act as the service and operations liaison between IT and other business units.

Team Leadership & Development

• Lead IT operations teams, fostering professional growth.
• Develop succession plans and training programs for staff.
• Promote a culture of innovation, collaboration, inclusion, and accountability.
• Act as technical escalation point for service management issues.
• Act as internal escalation point for resolving personnel or client-facing technical issues.
• Lead and support cross-functional service delivery teams.

Requirements:

• Experience: 10+ years in IT, with 3-5 years in management (service desk, infrastructure, or operations).
• Education: Bachelor’s or Master’s in IT, Computer Science, or Business Management (or equivalent experience)
• Certifications (Helpful but Not Mandatory):
  • ITIL v4
  • Lean Six Sigma
  • PMP (or equivalent project management certification)
  • Helpdesk Institute (HDI)
• Strategic Thinking – Ability to align IT functions with business objectives.
• Financial Acumen – Experience with IT budgeting, cost control, and forecasting.
• Technical Proficiency – Understanding of IT infrastructure, cloud services (Azure, ServiceNow, Adobe Cloud), security, and enterprise applications.
• Process Optimization – Experience with ITIL frameworks, CMMI, Lean Six Sigma, Helpdesk Institute, or other efficiency-focused methodologies.
• Leadership & Influence – Ability to manage teams, negotiate with vendors, and communicate IT priorities to executives.
• Security & Compliance Knowledge – Familiarity with risk management, governance, and compliance frameworks.
• Incident & Problem Management – Expertise in identifying trends and implementing long-term solutions to recurring IT issues (CMMI, HDI, and ITIL certifications are a plus).
• Project Management – Experience overseeing large-scale IT initiatives (PMP, PRINCE2 certifications are a plus).

Physical Requirements:

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weigh up to thirty (30) pounds, as necessary. 

Location/Work Schedule:

This is a remote work-from-home position. While the role offers flexibility, the Director of Client Services is expected to be available during standard business hours and maintain a dedicated workspace. Occasionally, this position may require support outside of regular hours, including early mornings or evenings, to meet critical deadlines or business needs.

Salary Range:

$180,000 - $210,000

Benefits:

• 100% company paid employee coverage for Medical, Dental, and Vision insurance 
• 401(k) Retirement Plan with Company Match and Roth IRA option    
• Employer Paid Life Insurance and AD&D, Short-Term and Long-Term Disability    
• Flexible Spending Accounts
• Professional Development Opportunities
• Paid Time Off and Holidays
• Various Employee Perks and Discounts

Honu Services reserves the right to change or modify job duties and assignments at any time.  The above job description is not all encompassing.  Functions and qualifications may vary depending on business needs.

Honu Services is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.