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Managing Director, Operations Support

2 months ago

Houston TX United States capSpire, Inc Full time
capSpire is a global consulting and solutions company that solves difficult business and technology problems for commodity-focused organizations.As a Managing Director for the Operations Support, you will be responsible for overseeing and coordinating the team and client-side delivery of operations and support projects for the Energy/Commodity Trading technology landscape across multiple clients. You will lead the entire service lifecycle, from planning and implementation to ongoing maintenance and support, ensuring efficient, high-quality service delivery that meets client needs and drives operational excellence.Key Responsibilities:
  • Team Leadership: Lead, mentor, and manage a geographically spread team of consultants to ensure optimal performance and professional growth. Maintain culture and equality in the team irrespective of geographies or backgrounds.
  • Delivery Scope Fulfillment: Delivery planning (incidents, problems, defects, enhancements etc.), estimation, assignments and tracking, communication and escalation management.
  • Issue Resolution: Proactively identify and address operational issues, escalations, and challenges that may arise during support operations, ensuring timely resolution.
  • Stakeholder Management: Work closely with the client side and internal stakeholders and the delivery team to ensure successful and timely delivery of the committed scope of work.
  • Continuous Improvement: Develop and implement initiatives to enhance support delivery processes, optimize operational efficiency, and drive continuous improvement initiatives.
  • Collaboration: Foster collaboration between internal teams across geographies and initiatives and external stakeholders to streamline support delivery and project implementations. Establish and execute a clear, transparent and frequent communication between teams from different time zones.
  • Performance Monitoring: Track and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) metrics, analyzing data to drive improvements in support services.
  • Compliance and Standards: Ensure compliance with industry standards, regulations, and best practices in support and delivery operations.
  • Documentation and Reporting: Maintain accurate documentation, prepare comprehensive reports, and communicate effectively with internal and external stakeholders on support activities and project health and progress.
  • Growth and Strategic Planning: Scout for upcoming changes to the client landscape, service scope and strategic initiatives that impact or create growth opportunities.Qualifications and Skills:
    • Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field (Master's degree preferred).
    • Proven experience (5 years) in managing and delivering Energy/Commodity Trading technology support operations and projects within the energy trading domain.
    • In-depth knowledge of ETRM systems, energy markets, trade lifecycle, and related technologies (such as OpenLink, Allegro, RightAngle, etc.).
    • Strong leadership, team management, and client-facing skills with the ability to build and maintain strong relationships.
    • Excellent communication, problem-solving, and decision-making abilities.
    • Experience in process improvement, project management methodologies, and implementing best practices in support delivery.
    • Certifications in ETRM systems or relevant domains (desired).This job description is intended to outline the primary duties, qualifications, and expectations of the Support Delivery Lead role. The specific responsibilities and requirements may vary based on organizational needs and industry standards.
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