Headquarters
Location
Westbrook, ME | United States
Job description
When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.
In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified a Great Place to Work since 2021. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.
Kyocera is passionate about improving our customers’ lives with technology. This includes providing expertise that helps our clients plan, build, and run complex Information Technology solutions that power their business. Our vision is to help our customers improve efficiency, reduce cost, and mitigate risk to their data, users, and applications clients by enabling secure digital transformation.
The Director of Service Delivery will help define, build, and run our professional and managed services offerings. These offers span cloud services, security, digital infrastructure and end user solutions. You will have the opportunity to be an entrepreneur and build a world class business on the forefront of the digital transformation journey. You will lead our regional delivery teams including field engineers, professional services, network operations center, customer success help desk, and project management.
+ Develop Business Opportunities and Solutions
+ Monitor business and competitive trends in the IT solutions market and author business plans to support the development of scalable growth opportunities and markets for new service offerings.
+ Manage and develop strategic partnerships with third party suppliers and other internal stakeholders to enable new solutions.
+ Professional Services Management
+ Define and manage Kyocera’s Professional Services team structure, requirements and governance.
+ Define the competency, capability, and capacity plans to hire, develop, and maintain proper skill levels to deliver on IT Services projects.
+ Define service costing models and pricing approach in collaboration with management and peers to ensure project profitability.
+ Drive the development of a project management governance model to drive efficient execution and customer satisfaction.
+ Build a repository of service offerings and associated collateral, processes, and standards.
+ Assist the Practice team in managing the partnership and alliance strategy for the relevant solution and/or solution portfolio through personnel training and certification plans and reporting.
+ Managed Services Operations
+ Design and deliver support and service solutions for Managed Service customers in line with ITIL and/or industry best practice.
+ Develop, evolve and monitor the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement.
+ Ensure operational procedures and practices are well defined, documented and consistently applied across the organizations.
+ A passion for delivering a best-in-class customer experience.
+ Ensure teams are skilled, trained and developed to enable high quality service delivery and support.
+ Drive a continual service improvement program based on a desire to become a world class managed service provider.
+ Ownership of customer escalations and ensuring the team drives issues to resolution.
+ Services Practice Development
+ Ensure development, implementation and compliance of all key policies, processes and methodologies across all operating regions.
+ Lead the design and enhancement of business processes, tools, and operating models to improve the productivity of the regional organizations.
+ Develop partnerships with internal stakeholders to support nationwide execution and alignment of systems and tools supporting the business.
+ Implement the achievement of business targets and the smooth operations of the IT Services business.
+ Provide financial and operational analytics leveraging systems and manual data collection to report on the health of the services practices.
+ Team Management
+ Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.
+ Ensures all objectives and targets are met, including long-term and time-based objectives for the Corporation.
+ Manage, mentor and lead the Business Solutions delivery team with both direct and matrixed resources.
+ Develop and foster employee career growth.
+ Stakeholder Collaboration
+ Standardize and scale systems and tools to deliver services in collaboration with corporate IT and Client Operations.
Required:
+ Bachelor’s Degree required in IT, Business Development or related field required.
+ At least 8 – 10 years’ experience in Service Operations Management in Professional and Managed Services.
+ Possess expertise and practical application of ITIL V2/V3 within the enterprise architecture discipline.
+ Knowledge of cloud technologies, help desk operations and security, network operations and networking.
+ Possess deep knowledge of the key IT solution trends, reference architectures, and best practices.
+ Financial analysis and analytics with respect to consulting and professional services business
+ Leadership, communication and the ability to recognize opportunities for enhancement and continuous improvement.
+ Defining and responding to operational and financial metrics within a professional and managed services organization.
+ Operational management skills with the ability to establish programs related to services operations.
+ Experience managing people, both directly, and in a heavily matrixed, multi-regional environment.
+ Experience in forming new and stable teams focused on clear common objectives.
+ Excellent oral, written and presentation skills.
+ Proven history of defining, leading, and managing complex, cross functional projects.
Preferred:
+ MBA in computer science or business
Travel
+ 25 – 30% Travel
Note
This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.
Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.
KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.
Job tags
Salary
