Director of Managed Services

WHY WORK AT INSENTRA?

ONE TEAM ONE DREAM

At Insentra, we want innovators to join us no matter their time zone. We are one global team working towards the goal of becoming the #1 Channel Services Partner in the world. We Dare to be Different and celebrate those differences every day. We are a flexible workplace looking for passion and innovation in our crew. At Insentra, we are here to support your career growth and challenge you to be the best version of yourself because together, we are many, and we can achieve anything we set our minds to.

HITACES

At Insentra we believe in a core set of values that define our work and our company culture. We define these values by being the best versions of ourselves and loving the work we do. We create an outstanding work environment for our crew, partners, and clients. We live our values and love to #HIT ACES: Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence. The core of everything we do is ONE TEAM ONE DREAM. The heart of our culture is created by our Crew.

INSENTRA CREW

As we work to become the #1 Channel Services Partner in the world, we also work to care for our Insentra Crew’s professional and personal growth and well-being.

• Insentra crew support and career-development resources and certifications to expand your skills and enhance your expertise along your career journey.

• A diverse and inclusive community of belonging. We empower you to bring your unique ideas to the table and act.

• Generous crew benefits: including health, financial, work/life balance, paid time off, and competitive compensation packages.

We value diversity — in backgrounds and in experiences. Technology and innovation are universal drivers, and we need people from all backgrounds to help reach our goals. Insentra’s crew are empathetic, caring, and supportive. We are deliberate and self-reflective about the kind of crew and culture that we are building, seeking innovators who are not only strong in their own aptitudes but care deeply about supporting each other's growth.

From Insentra’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our crew are people with different strengths, experiences, and backgrounds, who share a passion for improving the status quo. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All our crew’s points of view are key to our success, and inclusion is everyone's responsibility.

FLEXIBILITY

We are a remote first workplace where flexibility is key to our success. That flexibility includes recognizing the importance of living life outside of your job. We believe that innovation can happen anywhere, and our flexible work environment means that you choose where you work. We trust our crew to be accountable for their work and set their own schedules. We collaborate and celebrate cross time zones because no matter your geographic location, your success is Insentra success.

WHAT YOU’LL LOVE DOING

Key to the success of this global role is inspiring leadership and management of multidisciplinary technology support teams. A strong background in strategy and service management, service delivery, and client service is required to drive and grow the managed services business with market relevant, value-added services for partners and their clients. The role is also focused on exceeding our customer’s expectations by ensuring our delivery teams are strategically aligned, customer focused and empowered to be successful.

The core purpose of the Director of Managed Services is to:

• Lead, mentor, and inspire a team of IT professionals, fostering a collaborative and accountable culture while providing guidance for success.

• Own the budget and P&L for the global Managed Services business.

• Provide oversight of the development, deployment, and maintenance of critical business tools, prioritizing activities to meet stakeholder requirements and delivery needs.

• Continuously improve CSAT and NPS ratings and ensure our services make raving fans of our clients.

• Ensure delivery is to our global standards of security, quality, and process adherence.

• Oversight of shared services, ensuring open lines of communication between Managed Services and Professional Services teams.

• Lead a globally diverse team across multiple time zones including USA, UK, Philippines and Australia

• Drive innovation to create new market relevant offerings.

• Drive the team to continuously improve the quality, scope and value of the services delivered to drive real outcomes for clients.

• Facilitate streamlining processes, leveraging automation, eliminating inefficiencies in delivery and billing.

• Crew Management & well-being, Objectives and Key Results (OKRs) and learning paths.

• Chair the Managed Services senior leadership teams and ensure that team is supported and empowered to successfully deliver our services in region.

• Represent thought leadership in a global organization.

The role will lead the Managed Services business for Insentra worldwide, be the senior point of contact for client escalations and determine the overall direction and focus of the manage services business and team. The role will also collaborate weekly with the other executive members to ensure strategic consistency and mutual success. The Director of Managed Services reports to the Chief Executive Officer.

ADDITIONAL RESPONSIBILITIES

• Member of the Insentra Executive Team

• Support sales in renewals and identifying new sales opportunities.

• Drive critical response teams and oversee major incident management activities.

• Define and deliver new Wildly Important Goals as part of 4DX initiatives.

EXPERIENCE REQUIRED

• Keen intrapreneur who wants to grow and scale a global business.

• Minimum of 10+ years of experience in a senior Service Management or Customer role, delivering complex/outsourced services

• 5+ years of hands-on technical experience in IT, including configuration, installation, maintenance, support, and troubleshooting of enterprise systems; process development; project management; service management; and governance frameworks.

• 5+ years of leadership experience within Managed Services handling multiple support teams, including outsourcers, with a strong understanding of technical support functions and related engineering responsibilities.

• Ability to lead and develop a global team across geos.

• Experience deploying managed services across multiple platforms, including: Azure, VMWare, Private clouds and AWS.

• An obsession with customer satisfaction

• Demonstrated ability to position and present at a C-suite level.

• Demonstrated experience of account/ department P&L management

• ITIL Service Management accreditation

• Experience in allocating resources, developing documentation, Incident Management, Change Management, and ITIL Standards for Support Centers.

• Strong working knowledge of ITSM service delivery concepts

• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.

• Ability to manage and implement organizational change – change agent and ambassador.

ABOUT YOU

• Determined – you are the type of person who wants to own your space and have an aptitude to learn and share learning with the team.

• Inspired – You love people and champion our values of Honesty, Integrity, Trust. You lead with love and are passionate about working in a One Team One Dream environment.

• Self-Starter – you love to achieve, love to kick ass and love to deliver results beyond expectation.

• Independent – the thought of being micromanaged doesn’t work for you. The ability to manage your own calendar is important in a global work environment.

• Collaborative – You love working in cross-functional and global teams and are passionate about delivering amazing experiences.

• Logophile - You have excellent verbal/written communication and persuasive skills.

• Organised – You have excellent organizational skills, can self-manage, and demonstrate attention to detail

• Flexible – You can pivot when needed and love variety.

• Positive – your attitude is infectious, and people love to work with you.

ACCOUNTABILITIES & MEASURES

We believe you are responsible for your role and as such we invite you to develop your Objectives and Key Results (OKRs) as part of your interview process.

LOCATION

Remote, Australia OR United States