Director, Vice President – Service Operations

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ANP Advanced Network Products, Inc: A Coretelligent Company

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11 - 50 employés

Fondée en 1984

🔒 Cybersecurity

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc : Une entreprise du groupe Coretelligent est une société de services informatiques spécialisée dans les solutions intelligentes d'infrastructure IT pour transformer les entreprises. Elle propose une large gamme de services, y compris le conseil en technologie, l'externalisation IT, la cybersécurité, l'IA et l'automatisation, l'analyse de données et les services cloud. En se concentrant sur la maximisation de la productivité et le respect de la conformité, ANP aide les entreprises à atteindre leurs objectifs stratégiques grâce à une gestion et un support IT complets.

Description

• Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement. • Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives. • Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction. • Establish performance expectations, coach leaders, and build high-performing technical teams. • Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes. • Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability. • Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity. • Identify and implement process improvements, automation, and tooling that increase operational efficiency and service quality. • Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance. • Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance. • Monitor organizational capacity, utilization, and staffing models to support business growth. • Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends. • Partner with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to deliver a seamless client experience. • Serve as a trusted advisor to executive leadership, providing operational insights and supporting organizational growth, transformation, and acquisition initiatives.

🎯 Exigences

• 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization. • Proven success leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations. • Experience leading leaders, developing high-performing teams, and driving organizational growth. • Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms. • Demonstrated success improving operational performance through process optimization, automation, and continuous improvement. • Strong financial acumen with experience managing budgets, forecasting, capacity planning, utilization, and executive reporting. • Excellent communication, relationship-building, and executive presence with the ability to influence stakeholders across the organization. • Strong analytical and strategic problem-solving skills with a data-driven approach to operational leadership. • Experience leading organizational transformation, rapid growth, or M&A integration is preferred.

🏖️ Avantages

• Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days • Observed company holidays including a day off on your birthday • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks