Job Details

  • Title: Client Services Director
  • Code: RCI-6629
  • Location: Saint Paul Minnesota (MN) 55117
  • Posted Date: 11/20/2020
  • Duration: 11 Months
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  Job Description

  • Drives a culture of continuous process improvement aimed at standardizing business processes, as well as meeting application rationalization targets.
  • Anticipates staffing needs and builds a network to ensure continuity over time for the entire team.
  • This position oversees planning and forecasting of service consumption for a broad range of specific applications across a range of divisions and related, quality of service and customer satisfaction.
  • Communicates across stakeholders to enforce the new SLAs and / or metrics.
  • Is educated and informed on industry Best Practices, as well as on business initiatives.
  • He / She also manages the performance reporting in a sourced environment and monitoring the compliance of the Service Provider against Services Agreement Service Level Agreements (SLA).
  • These actions support and continually improve of the sourcing relationship.
  • Ensures that such programs are consistent with the other domains, both vertically and horizontally.
  • Is responsible for ensuring that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.
  • Monitors the various change management programs accordingly and adjusts to meet the stated outcome.
  • The role of the Client Services Director is to ensure that value is achieved as anticipated from the outsourced relationships under management.
  • The Client Services Director will have multiple larger clients areas and or multiple divisions to support.
  • In particular, sets the strategy and direction under which all change management activities occur.
  • Coaches both, the and Provider teams on adapting to change, and on the change principles.
  • Additionally, drives the overall communication strategy and training programs for the Managed Services program in his / her domain.
  • Is in constant contact with executive management to ensure alignment between Program objectives and business initiatives. Adjusts when necessary.
  • The Client Services Director acts as an interface between the client and the Service Provider.
  • This includes regular performance reporting, monitoring service level infractions and developing and enforcing new SLAs and metrics as needed.
  • Takes these into account when implementing new SLAs and / or metrics.
  • These actions ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.
  • Analyzes team process inefficiencies and drive improvements across and Providers alike.
  • Has budget responsibility for the entire Domain (Tower) to ensure that licensing, staffing, Provider expense, and related costs satisfy the business case.
  • This position is responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
Duties:
  • Constantly monitor and improve team efficiency, effectiveness and impact. Lead and enable enterprise-wide thinking in the team. Create an environment that values employees and encourages cooperation, open communication and teamwork.
  • Establish, manage and coach team to clear objectives and performance expectations.
  • Provide direction and leadership in developing the Client business processes that ensure contractual compliance.
  • As operational problems occur, reviews Service Provider recovery and permanent fix plans. Ensure Service Provider has Business Continuity/ Disaster recovery plans.
  • Measure, monitor and manage client satisfaction and provide remediation.
  • Reviews and monitors Service Provider problems, change management processes, and escalation procedures.
  • Educates Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider.
  • Is the contact for day-to-day communications between Service Provider and the specific Tower/Domain.
  • Ensure effective systems operations between the suppliers and RUN organization.
  • Perform capacity and demand planning with Service Provider and Governance team Forecast customer demand for all in-scope and new services.
  • Assists with the preparation and monitoring of corresponding IT budgets.
  • Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance.
  • Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels.
  • Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services.
  • Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements.
  • Define and implement service level reporting for clients.
  • Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand.
  • Monitors supplier compliance with policies, procedures, and quality requirements.
  • Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately.
  • As operational problems occur, reviews Service Provider recovery and permanent fix plans include Root cause analysis and actions.
  • Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments.
  • Develops and distributes written communications as needed to service providers, BRMs, and other stakeholders.
  • Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting.
  • In conjunction with Service Provider, designs and administers customer surveys and other feedback processes.
  • Participates in testing of plans as necessary and monitor results of business continuity testing. Consults on the definition and execution of the Service Providers Disaster Recovery Plan to ensure business continuity.
  • Create vision, clear direction and strategy for team.
  • Attract, motivate, develop and retain highly skills workforce.
  • Serve as a role model by demonstrating a commitment to Clients values, high performance standards, workplace diversity, and driving results.
Required:
  • Ability to be firm but fair with regard to operational deliverables.
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
  • Knowledge of business environment, service requirements and culture.
  • Proven negotiation and influencing skills.
  • Project management experience.
  • Experience managing suppliers and running IT operations.
  • Bachelors degree in the field of computer science, engineering, or equivalent - MBA preferred.
  • Problem determination (experience in root cause analysis) and problem resolution skills.
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes.
  • Strong collaboration and partnering skills.
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders.
  • Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels.
  • Experience of indirect management managing by influence as opposed to positional authority.
  • 10+ years relevant work experience.