Miller Heiman Group in Tampa, FL, has created a new position for a Director of Digital Delivery, and is actively seeking qualified candidates to interview. Apply at https://careers.twentyeighty.com/job/TWENUS674/Director-of-Digital-Delivery
Overview
The Director of Digital Delivery’s primary function is to provide consistent and repeatable client onboarding processes for SaaS tool customers while ensuring a world-class customer onboarding experience and referenceable level of customer satisfaction. Additionally, the incumbent in this role will develop a methodology to ensure consistency in the delivery of Miller Heiman Group’s world-class digital solutions. S/he will establish a global helpdesk practice using internal and external resources to ensure consistent client service. This Director serves as the primary point of contact for all issues related to current digital delivery services and serves as the escalation path to global services teams. The Director will partner across the technology team to ensure continuous improvement such that solutions are truly enabling our team members around the world to achieve at their highest potential.
Responsibilities
Serve as the expert in Miller Heiman Group SaaS and Digital solution offerings
Manage and align resources to support client assignments; serve as point of contact for all client contracts with a technology deliverable
Responsible for the development of a methodology to onboard clients to digital solutions, particularly SaaS solutions through best practice and creation of repeatable and scalable methodologies
Provide best practice expertise for software delivery to clients. Limit disruption to the client business and understand the goals and objectives of a Miller Heiman Group technology deployment.
Direct, develop and provide leadership to the Digital Delivery team, establishing priorities, setting goals, monitoring progress and coordinating efforts cross-functionally.
Define and establish a customer help desk solution to leverage global workforce to create a “follow the sun” support model to provide as close to 24×7 coverage as possible
Develop phone/ticket escalation processes and system. Train, coach and mentor analysts.
Build training material for support staff on technology solutions and processes. Provide data and reporting of KPI’s and trends to all departments, as appropriate
Create Service and Business Level Agreements to set expectations and measure performance
Develop an effective, workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience.
Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable with appropriate tracking/reporting.
Define and establish roles and responsibilities of service desk and all digital support teams.
Qualifications
Bachelor’s degree in Technology or related field.
6-8 years of experience in SaaS Service Delivery, SaaS set-up, and/or a technology driven Professional Services role with hands on experience implementing Saas products in client environments
Experience in help desk management for digital products.
Experience architecting the backend automatic provisioning of content and users in a SaaS model is required.
Ability to develop and execute a strategic plan with internal and external stakeholders.
Player coach mentality. Highly strategic, but with the ability to drive the initiatives on the ground by putting the client first.
Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction is highly desired.
Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture.
Ability to work across reporting lines in a matrix environment.
Knowledge of and experience implementing ITIL / Service Management frameworks is preferred.
Strong oral and written communication skills. Excellent managerial skills
Ability to analyze complex problems, propose effective solutions and understand and apply business vision and directio.
Technology is in your DNA. Proficient technical knowledge of desktop, A/V, common applications and other related technologies.
Expert in the Office Suite. Ability to analyze data and report on it. Ability to craft a client story in PowerPoint and present it effectively.