Director of Managed Services

3 weeks ago

Utica, United States ICAN Inc Full time
Job DescriptionJob Description

The Director of Managed Services will oversee the operational aspects of our client engagements, ensuring high-quality service delivery, client satisfaction, and continuous improvement. The Director promotes the philosophy and mission of the agency by performing the following duties.

Duties and Responsibilities:


  • Client Relationship Management:

    • Serve as the primary point of contact for key nonprofit clients, building strong relationships and understanding their unique needs.

    • Collaborate with clients to develop customized service plans tailored to their specific requirements and objectives.

    • Proactively address client concerns, provide regular updates, and ensure client satisfaction with our services.


  • Team Leadership and Development:

    • Lead and motivate a team of managed services professionals, including project managers, administrators, and specialists.

    • Provide coaching, guidance, and professional development opportunities to team members to enhance their skills and capabilities.

    • Foster a culture of accountability, collaboration, and continuous improvement within the managed services team.


  • Service Delivery and Quality Assurance:

    • Oversee the execution of service delivery according to established standards and best practices.

    • Monitor key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of service delivery.

    • Implement quality assurance processes and mechanisms to ensure consistently high-quality outcomes for clients.



  • Operational Excellence and Efficiency:

    • Drive operational excellence and efficiency within the managed services function, optimizing processes and workflows to maximize productivity and value.

    • Identify opportunities for automation, process improvement, and technology enhancements to streamline operations and deliver greater value to clients.

    • Ensure compliance with relevant regulations, industry standards, and best practices in nonprofit administration.


  • Strategic Planning and Growth:

    • Collaborate with senior leadership to develop and execute strategic initiatives aimed at expanding our managed services offerings and growing our client base.

    • Identify market trends, emerging needs, and competitive opportunities to inform strategic decision-making and business development efforts.

    • Contribute to the development of marketing collateral, proposals, and presentations to promote our managed services capabilities to prospective clients.



Education/Experience:

  • Bachelor's degree in business administration, nonprofit management, or a related field; advanced degree preferred.


  • Proven experience (4+ years) in a leadership role overseeing managed services, client services, or operations, preferably within the nonprofit sector.


  • Strong understanding of nonprofit administration, including financial management, human resources, and technology support.


  • Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with nonprofit leaders and stakeholders.


  • Demonstrated leadership and team management abilities, with a track record of inspiring and developing high-performing teams.


  • Strategic thinker with the ability to translate client needs and market insights into actionable plans and initiatives.


  • Results-oriented mindset with a focus on delivering exceptional service, driving continuous improvement, and achieving business objectives.




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