Director, Managed Services; Remote

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice
-The “Stuff” it takes to be a Needle Mover

Teamwork
-Humble, Hungry and Smart

About the Role:

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual life cycles, financial profit and lost statements, governance and reviews, vendor management, and escalation management through issue resolution for the Client Experience and Service Delivery Management teams.

The position manages, at the department level, all deadlines, responsibilities, and deliverables, and ensures readiness for all deliverables for internal and external stakeholders across all components of engagements with minimal direction or oversight. The ideal candidate will lead financial planning and forecasting for the business unit and work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the Client Experience and Service Delivery Management teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors. The candidate will exercise judgment with minimal direction within defined practices and policies to select methods and techniques for delivering solutions and act as the SPOC between executives, customers, departments, and support teams.

What You’ll Do:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless operational integration and delivery.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage teams, championing a culture of growth and mentorship to motivate team members to support their professional development.
• Assess financial reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies through COGS analysis.
• Serve as subject matter expert and client liaison; manage customer expectations based on Managed Services operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.

Summary of Transformative

Job Functions:

• Remain current with new and existing best practices to innovate Client Experience and Service Delivery operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to…