Director - Technical Services

Job description:

• Onit is looking for a dynamic and strategic leader to lead our post sale Technical Services team.
• As the Director, Technical Services, you will play a pivotal role in leading our global team of approximately 100 professionals across Professional Services team including, business analysts, app builders, report developers, integration engineers, migration engineers and our quality assurance team.
• Reporting directly to the VP of Professional Services. You will be responsible for driving technical excellence, innovation and quality, ensuring operational efficiency, and fostering a culture of continuous improvement within the Technical Services team.

The Role:

• Leadership:Provide strategic direction and leadership to the Technical Services team, fostering a collaborative and high-performance culture,ensuring that it aligns with overall customer experience goals.

• Team Management:Oversee the performance and development of the team, workforce planning, resource allocation and talent acquisition efforts. Drive the team towards excellence, ensuring alignment with company goals, and maintaining high morale and service delivery standards within the team.

• Customer Satisfaction:Partner with Customer Experience teams, mainly our Project Management teams, Principle Business Consultants and Business Analysts teams to ensure smooth execution of projects and timely resolution of customer issues and escalations, driving customer satisfaction and retention. Act as a key escalation point for complex technical issues, providing guidance and support to resolve critical customer challenges.

• Process Improvement:Continuously review and improve technical services processes and workflows to optimize efficiency, reduce time to value, and enhance the customer experience.

• Technical Excellence:Drive the development and implementation of best practices, standards, processes and quality all functions that report to you. Collaborate closely with other customer facing teams to ensure the delivery of high-quality, consistent, scalable, and innovative solutions to meet customer needs. Champion a culture of innovation and continuous learning, encouraging experimentation and exploration of emerging technologies and methodologies.

• Operational Efficiency:Optimize service delivery processes and workflows to enhance efficiency, scalability, and customer satisfaction. Implement metrics, KPIs, and performance indicators to monitor and measure the effectiveness of Technical Services operations. Identify areas for improvement and drive initiatives to streamline operations, reduce costs, and improve overall service delivery.

• Cross-functional Collaboration:Collaborate with other Customer Experience teams and other functional departments, such as Product, Engineering, Sales, and Marketing, toalign Technical Services initiatives with broader company objectives anddrive customer feedback into product improvement.Serve as a trusted advisor to senior leadership, providing insights and recommendations on technical trends, market opportunities, and competitive threats.

• Global Coordination:Coordinate Technical Services efforts across multiple geographies to ensure follow the sun coverage and a seamless global customer experience.

Requirements:

• Overall 15+ years of experience in the IT industry with a proven track record for at least last 10 years building and managing large global Services teams for Product companies with B2B SaaS offerings.
• Strong experience in managing complex implementations collaboratively.
• Demonstrated ability to leverage data and delivery metrics to gain insight into project implementations, delivery and to apply performance and operational improvements.
• Strong understanding of SaaS architecture, software development methodologies, and quality assurance processes.
• Exceptional leadership and management skills, with a track record of leading high-performing global teams.
• Understanding of business strategy and how technology and innovation can drive business outcomes.
• Strongunderstanding of end-to-end Service Design, Service Integration, and Project Management.
• Proven experience in restructuring and reorganizing teams to meet business objectives.
• Experience in understanding cost structures and profitability metrics.
• Proven experience in enhancing client satisfaction and employee engagement
• Significant experience in implementing automation and DevOps practices.
• Demonstrated ability to drive operational excellence, implement best practices, and deliver results in a fast-paced, dynamic and global environment.
• Strategic thinker with a customer-centric mindset and a passion for driving innovation and continuous improvement.
• Strong analytical and problem-solving abilities, with an emphasis on data-driven decision-making.
• Operate with a high clock speed and a buck stops here mentality.
• Excellent communication and interpersonal skills to foster collaboration and inclusiveness within and across teams at all levels of the organization.
• Experience in legal workflow software's and legal tech would be a big plus.