Client Services Director

 

POSITION SUMMARY

 

The basic function of this position is to report to the CEO, and, through delegation and established controls, to develop and direct the delivery of Project Management and Implementation of complex telecommunications projects. The Client Services Director must implement management controls and reporting procedures to ensure that the Client Services department meets or exceed established goals and objectives.

 

? Develop practice structure in the areas of Networking, Project Management, Field Services and Software Engineering. 

? Develop delivery methodologies and processes related to implementation of complex telecommunications projects.

? Develop and lead large-scale technology build, test, and deployment activities.

? Establishes standards and best practices including developing policies, procedures, and workflows.

? Assess and manage risk throughout all aspects of the technology implementation

? Expert at designing, implementing, and refining systems to manage complex processes and to optimize performance.

? Attract, develop and mentor an industry-leading workforce. 

? Develop and maintain third-party network used in remote installations and specialized products.

? Sets quality control standards for practices in line with company policy.

? Direct and oversee all aspects of service policies, objectives, and initiatives.

? Defines and proposes budget, monitors spending, and participates in business reviews.

? Collaborate with Engineering in matters like bid response, proposal development, contract negotiation related to service. 

? Ensure actual gross margins fall within company guidelines.

? Ensure staffing levels are adequate and capable of satisfying company requirements in the most cost-effective manner.

? Continuously studies and improves operation processes, and workflows.

? Participate in the formulation and establishment of the budget for the fiscal year in so far as it relates to fixed and variable operating costs and margins, including managerial costs.

? Manage and continuously improve Client satisfaction levels.

? Perform other related duties as requested and required to accomplish the objectives of the position.

 

 

 

 

Education

 

? College degree, specialized training, or equivalent work experience.

 

 

Requirements

 

? Minimum of ten years of telecommunications/networking experience or relevant business or team leadership.  

? Proven Field Implementation Management experience

? Proven experience to develop and drive change within existing business culture, while maintaining current levels of operation.

 

 

Key Skills

 

? Experience with projects in multiple technologies, functions, and industries.

? Experience managing geographically distributed and culturally diverse workgroups.

? Deep knowledge of Practice/Methodology/Delivery development

? Focus on high levels of Client Satisfaction

? Excellent oral and written communications skills.

 

 

Industry Experience

 

? Telecommunications/Data Networking

? Reseller/Integrator experience