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Value Stream Manager, Professional Services

3 months ago

Napa, United States Endsight Full time
Job DescriptionJob DescriptionDescription
Want to be a part of a fast-paced growing MSP that is fiercely committed to helping others thrive? A career with an IT Managed Service Provider (MSP) is a challenging thing, but also extremely rewarding It’s fast-paced, like drinking from a firehose, but this gives you a tremendous opportunity for hands-on experience with the newest platforms and a range of unique environments. At all times we have each other's backs and want you to succeed and thrive. We know our most important assets are PEOPLE like you, and we’re looking forward to having you meet our team
 
 Life at Endsight is about finding fulfillment for ourselves by fiercely committing to helping others thrive.  We work for our clients and our colleagues with an ambition to pursue “excellent customer experiences at EVERY opportunity.”  Our vision is to be a lot like a great university - a place where employees come, make lifelong connections with other incredible people and go through intense personal and professional growth; a place where the best people in the industry come to be treated with respect and are given the opportunity to do meaningful work.

Benefits:
  • Medical: Company pays 100% of the base plan for the employee and family
  • Dental & Vision
  • 401(k) with employer matching
  • Accrued Paid Time Off
  • 9 Paid Holidays
  • Career Pathing

PurposeThe Professional Services Value Stream Manager (PSVSM) is responsible for the processes and procedures that support the fulfillment and execution of technology projects for our nearly 400 Managed Services clients.  They drive innovation, continual improvement, and own the long-term strategic direction for our Professional Services delivery area.   They are a member of the Operations Managers Group and work closely and collaboratively with other managers and team members to drive improvements and deliver value for our clients.

The Professional Services Value Stream Manager reports to the VP of Operations and is key member of the Management team.
ResponsibilitiesStrategic Direction
The PSVSM owns the strategic planning and direction of the Professional Services delivery area including:
  • Annual collaboration in the development of Endsight corporate 3 to 5 year strategic plan
  • Develop and maintain a 3 to 5 year strategic plan for professional services that aligns and supports Endsight’s strategic plan
  • Create a 1-year plan that aligns with the 3-to-5-year strategic plan, supported by quarterly rocks and monthly milestones to drive progress and improvements
  • Collaborate with other Value Stream managers, General Managers and Centralize Services Managers to ensure service delivery and corporate alignment
Leader Standard Work
  • Maintain existing and continue to develop BI / Dashboard reporting to drive performance, highlight areas for focus and improvement and drive attention to areas that require attention or improvement
  • Maintain and continue to develop the daily standard work and  training framework for  Professional Services Engineers
  • Participate as needed in interview process for open PSE job reqs
  • Lead weekly PS Value Steam meeting – focus on updates to Standards, new and or updated processes, learning and development, etc
  • Participate in weekly Operations Manager’s meeting
  • Inspire the highest level of customer service and support
  • Ensure adherence to operational processes through Gemba and making work visible
  • Assist as an escalation, coaching and mentoring resource to PSEs
  • Assist with project scoping as needed to help drive continual improvements to project scopes and budgets in coordination with the Endsight A-Team.
  • Manage Endsight’s Project Manager and Services Coordinator and work to develop a plan for those roles as Endsight doubles in size over the next 5 years.
Continuous Improvement
  • Target 20% of time at the “gemba” – observing work being performed to best understand current state.
  • Maintenance and development of Problem Registers
  • Development of Lean capabilities throughout the organization enabling problem solving at all levels at Endsight
  • Embodying and evangelizing core Lean values such as “blameless”, leading with curiosity, and necessity of surfacing and celebrating problems as prerequisites for improvement.
  • Participate in Lean coaching, training, and continuing education.

Position RequirementsFormal Education & Certification
  • A Professional Services Value Stream Manager requires at least a bachelor's or master's degree with qualifications in computer science, electrical engineering, telecommunication engineering and information technology and related fields.
Knowledge & Experience
  • More than 6 years' experience including:
  • MSP experience in multiple service delivery areas (i.e. NOC, Projects, Support, Client Strategy)
  • MSP Project fulfillment and project management
  • Knowledge of Virtualization using VMware & HyperV
  • Good knowledge of Active Directory, DHCP, DNS, Clustering, Load Balancing, Anti-virus, backup procedures, Group policy, Disaster recovery and High availability using industry standards.
  • Experience with Azure and M365 cloud services
  • Network services experience is desired.
  • Experience with NIST and / or CIS controls
  • Lean, SixSigma, TQM or other continues improvement framework
Personal Attributes
  • Excellent leadership qualities
  • Demonstrated history of successfully leading teams
  • Excellent skills in developing processes and procedures
  • Excellent oral communication skills, writing and presentation skills