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Head of Client Services Management

2 months ago

Reno, Nevada, United States Compunnel Inc. Full time

Position Overview:

Compunnel Inc. is a prominent player in the Hitech sector, specializing in cloud and software solutions. We are seeking a dedicated leader to oversee our Client Operations.

The successful candidate will ensure that our site meets all contractual obligations as established with our clients, including Service Level Agreements (SLAs). This role involves attracting and retaining top talent, collaborating closely with client stakeholders, and fostering robust working relationships. Additionally, the Services Head will manage site forecasting, optimize capacity, monitor resource productivity, and track various performance metrics.

Key Responsibilities:

  • Develop and manage the annual budget and business strategy in alignment with corporate objectives.
  • Coordinate with the transition team to assess and plan for personnel, infrastructure, and technology needs.
  • Provide necessary resources to finalize process definitions and documentation.
  • Approve training and certification methodologies to ensure appropriate skill development.
  • Oversee resource allocation across all processes within the engagement.
  • Identify training requirements for operational managers and provide necessary approvals.
  • Establish governance frameworks to monitor compliance, employee engagement, and performance metrics.
  • Approve service quality plans, including quality control and improvement initiatives.
  • Create and implement scorecards to align team objectives with engagement goals.
  • Develop career advancement and succession plans for direct reports.
  • Conduct regular reviews with operations managers to drive corrective actions.
  • Ensure adherence to governance models and build lasting relationships with stakeholders.
  • Facilitate monthly financial reviews with direct reports and take necessary corrective measures.
  • Lead key internal and external governance meetings to ensure consistent delivery.
  • Review and endorse knowledge management methodologies to enhance the knowledge repository.
  • Validate and prepare business cases for growth opportunities within existing service lines.
  • Collaborate with clients to identify and implement solutions that positively impact their business metrics.
  • Engage with key client stakeholders to discuss improvement areas and allocate resources accordingly.
  • Prepare the engagement team for self-assessments and participate in independent evaluations to ensure predictable delivery.

Essential Qualifications:

  • Minimum of 12 years of experience in senior management roles.
  • Proven experience with P&L responsibilities.
  • Strong leadership and influencing skills.
  • Experience managing complex issues in a shared services environment.
  • Exceptional communication skills with a strong personal presence.
  • Analytical mindset with the ability to discern meaningful data and trends.

Preferred Qualifications:

  • Project Management Professional (PMP) certification or equivalent.
  • Six Sigma training or certification.