Director of Service Delivery - Heartland

Heartland is looking for a Director of Service Delivery to play a crucial role in shaping our service delivery strategy to align with business objectives while leading and inspiring high-performing teams. You'll oversee our technology solutions group, repair management, and coordinate third-party logistics. This opportunity is not just about managing operations; it's about crafting a strategic vision that ensures efficient, high-quality, and cost-effective service delivery. As Director, you're passionate about driving continuous improvement and elevating customer satisfaction.

As an industry-leading mobile device solutions integrator, we empower our clients with a portfolio of award-winning products and services, backed by decades of experience in simplifying and optimizing mobile workforces.

What you'll do

As the Director of Service Delivery, you'll oversee the Service Delivery teams to ensure timely, high-quality outcomes, manage client relationships to foster satisfaction and retention, and streamline repair operations to meet quality standards. Additionally, you'll drive operational excellence in third-party logistics, manage budgets effectively, and implement proactive service models to enhance client satisfaction. Your leadership will also involve risk management and compliance oversight, ensuring all activities meet industry standards and company policies.

1. Strategic Leadership

• Develop and execute a service delivery strategy that aligns with business objectives.

• Lead, mentor, and inspire high-performing teams across Technology Solutions Group (TSG), Repair and Deployment Services (RDS), Repair Management, and Third-Party Logistics (3PL).
• Foster a culture of innovation, collaboration, and continuous improvement.

2. Technical Support Management

• Oversee the technical support team, ensuring timely and high-quality outcomes that meet or exceed customer expectations.

• Implement best practices and methodologies to enhance service delivery and project management.
• Ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and other contractual obligations.

3. Client Engagement & Relationship Management

• Collaborate with clients to understand their business needs and technology requirements, acting as a trusted advisor.

• Manage high-level client relationships to ensure satisfaction and retention, addressing any delivery challenges promptly.

• Manage pre-sales activities, project scoping, and solution design in collaboration with sales and product teams.
• Gather and analyze client feedback to enhance service quality continuously.

4. Repair Services Management

• Oversee the repair operations within the organization, ensuring efficient and effective repair processes that meet quality standards.
• Prepare and manage the repair budget, ensuring efficient uses of resources.

5. Third Party Logistics(3PL) Management

• Oversee 3PL operational excellence, vendor management, and ensuring that logistics meet the company's standards for efficiency, cost-effectiveness, and customer satisfaction.

6. Managed Services Operations

• Direct the management of ongoing services, ensuring adherence to SLAs and maximizing client satisfaction.
• Develop a proactive service model using monitoring and analytics to identify potential issues before they affect service quality.

7. Financial & Operational Management

• Develop, manage, and monitor the budgets for your business units, align with financial targets and business goals.
• Implement operational controls to ensure efficient resource use across teams and oversee vendor relationships.

8. Risk & Compliance Management

• Identify and mitigate risks, ensuring adherence to industry standards and regulations.

• Ensure all service delivery activities comply with industry standards, company policies, and relevant regulations.

• Develop and maintain disaster recovery and business continuity plans.

Qualifications

• Bachelor's degree in computer science, Information Technology, Business Administration, or a related field; MBA or relevant advanced degree preferred.

• 10+ years of experience in technology delivery, IT operations, or professional services, with at least 5 years in a leadership role.

• Proven experience managing technology support, repair, and deployment services, as well as working with third-party logistics providers.

• Strong understanding of service management frameworks (e.g., ITIL, Lean, Six Sigma).

• Experience with ConnectWise CRM, Visio, Lucidchart, SQL databases a plus.

• Experience with corporate RFP or RFQ processes for opportunities.

• Excellent leadership, communication, and team management skills.

• Strong problem-solving and analytical abilities, with financial acumen in budgeting and cost control.

So, if you're ready to embark on a journey with a company that's fun to work for, offers unparalleled career prospects, and where your leadership can make a real impact in delivering excellence, then come join us at Heartland!

Visit us at https://heartland-usa.com/

As an employer, Heartland applies a policy of equal opportunities. We build our teams based on the assessment of candidates' competences and their professional achievements. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact Human Resources. Heartland is an equal opportunity/affirmative action employer.