Technological Utilization Meaning Jobs in Usa
9,244 positions found — Page 17
Job Summary:
- The Lead Service Management Specialist provides expert guidance and hands-on support for our organization's IT service management. This senior-level position is crucial for ensuring the stability and integrity of our production environment through the effective application of industry best practices and our internal processes. In this role, you will apply the ITSM model, ITIL, and COBIT process frameworks to lead the day-to-day operations of our change and release management team.
- You'll serve as a mentor and coach, working closely with technical build and run engineers to coordinate the installation and updating of production infrastructure, systems, and application components. Your leadership will be key to championing adherence to our Change, Release and Problem Management processes and driving continuous improvement.
Summary Of Essential Duties & Responsibilities:
- Provide expert guidance and oversight for our Change Management Framework, leading Go-Live initiatives and Change Advisory Board (CAB) meetings.
- Lead the coordination and deployment of all software and hardware releases, ensuring they are executed smoothly and with minimal impact.
- Act as the primary subject matter expert for Change and Release processes. You'll coach and mentor technical teams, ensuring all changes are processed and documented in full compliance with corporate policies.
- Serve as a key liaison for the Service Desk and Operations Center, coordinating activities and follow-ups for changes that lead to service outages. You'll also participate in Root Cause Analysis (RCA) to prevent future issues.
- Proactively identify opportunities to improve process and tool efficiencies. You will champion initiatives to enhance inter-process dependencies and optimize workflows.
- Develop and maintain high-quality process and procedure documents that support development and production operations, ensuring consistency and adherence to standards.
- Perform other duties and/or special projects as assigned
- This role is approximately 80% remote and up to 20% on-site.
- The selected candidate must be able to come into the office to perform required work within 48 hours
IT Support - On Site (Mandarin fluent)
Fontana, CA | 12-month contracts, renewable
Job Responsibilities and Objectives
- Network Infrastructure: Responsible for the construction, maintenance, and optimization of the business network within the company. Ensure network stability and security, and proactively implement risk prevention and emergency response measures.
- Deployment & Maintenance: Manage the implementation and deployment of network equipment and projects to ensure smooth business operations. Oversee the operation and maintenance (O&M) of daily office and production equipment (e.g., PC terminals, printers, PDAs) to guarantee high efficiency and stability.
- Operational Support: Collaborate with business departments for on-site O&M support and manage network assets. Must be available for occasional short-term business travel to support local project implementation as needed.
- Service Mindset: Demonstrate a customer-centric service attitude and strong sense of responsibility. Possess excellent learning ability, problem-solving skills, and a spirit of communication and collaboration.
Job Requirements
Educational Background:
- Majors in Computer Science, Communication Engineering, Network Engineering, or related fields are preferred.
Work Experience:
- 3–5 years of experience in network O&M.
- Proven track record in implementing and maintaining medium-to-large scale networks (200+ terminals).
- Experience in server room and network planning, implementation, and O&M management.
Core Competencies:
- Technical Skills: Ability to independently install, debug, and maintain equipment from major vendors such as Huawei, Ruijie, Cisco, Fortinet, and Extreme. Proficient in Windows, Linux, and macOS.
- Language Skills: Mandarin and English preferred.
Personal Attributes:
- Teamwork: Excellent communication skills to coordinate effectively with business departments and advance project progress.
- Problem-Solving: Ability to analyze and resolve complex issues independently with effective solutions.
- Responsibility: High sense of accountability and the ability to work under pressure.
- Customer Focus: Strong awareness of business needs and a proactive approach to identifying and solving problems
Additional Information
- Contract: 12-months, renewable
Apply now to be considered
To apply: Please submit your CV in English. Only shortlisted candidates will be contacted.
This opportunity is with a well-established general contractor offering a structured development path into a high-performing Project Manager and future division-level leader. The role blends project management, estimating, field exposure, and leadership development.
Role Highlights:
- Clear growth track covering project management, estimating, budgeting, leadership, and operations.
- Hands-on involvement in multiple project phases, both in the field and office.
- Strong emphasis on leadership skills, decision-making, integrity, and people management.
Key Responsibilities:
- Build core competency in cost control, job budgets, reporting, AP/AR, change management, and fair cost negotiation.
- Support or lead safe, efficient project execution with focus on quality, productivity, and profitability.
- Work closely with Project Engineers and Superintendents on forecasting, cost reporting, and project performance.
- Execute day-to-day project management responsibilities.
- Develop skills in conflict management, emotional intelligence, and values-based leadership.
Required Background:
- 8+ years' construction experience.
- Ground up projects $30m plus. - Commercial, Office, Industrial
- Associate or bachelor's degree preferred (Construction Management or Civil Engineering ideal but not required).
- Understanding of construction technology, equipment, means and methods, and OSHA standards.
Key Account & Product Manager
Are you an electrical engineer with experience in technical product management and/or business development?
Our firm has been retained by a 30-year US business that produces critical electronic technology utilized by the semiconductor and automotive industries. Located in Rochester, NY, the company has enjoyed steady growth and is backed by a billion-dollar international organization.
The territory is global, with 70% of customers located in Asia. Travel is about 25%. Compensation ranges from $110-130k, not counting profit-sharing, 401K contribution, paid holidays, and very generous PTO and healthcare benefits.
What's great about this position?
• A strategic role with direct impact on product and business growth.
• High level of autonomy and ownership within a global environment.
• Collaboration with international teams across engineering, marketing, and sales.
• Opportunities for professional development and career growth.
In this role, you'll wear three "hats":
Key Account Management
• Serve as primary contact for key customers within the assigned product line.
• Build and maintain long-term customer relationships, ensuring high satisfaction and customer retention.
• Understand customer requirements, applications, and future needs; translate these into product and business opportunities.
• Coordinate internal teams (engineering, operations, quality, supply chain) to resolve customer issues and manage complex technical inquiries.
• Lead contract negotiations, pricing discussions, and commercial agreements.
Business Development & Market Analysis
• Identify new market opportunities, applications, and customer segments for the product line.
• Conduct market research and competitive analysis to assess trends, technological shifts, and market drivers.
• Develop business cases and contribute to strategic growth plans.
• Monitor sales performance, revenue growth, and margin development for the product line.
• Support regional and global sales teams with market insights and product expertise.
Product Management
• Define and execute the product line strategy in alignment with customer and market needs.
• Drive product roadmap activities in collaboration with R&D, engineering, and manufacturing.
• Support product lifecycle management: introduction, phase-out, and portfolio optimization.
• Develop customer-facing product materials such as brochures, presentations, and technical guides.
What are we looking for?
Education & Experience
• Bachelor’s or Master’s degree in Electrical Engineering, along with Master of Business Administration (MBA) is a plus.
• 5+ years of experience in product management, key account management, or business development—ideally in a technical/industrial environment.
• Proven track record in managing technical customers or product portfolios.
Skills & Competencies
• Strong technical understanding and ability to explain complex concepts to non-experts.
• Excellent communication and relationship-building skills.
• Analytical mindset with competence in market and competitive analysis.
• Commercial awareness and negotiation skills.
• Ability to work cross-functionally in international, matrix organizations.
• Strong organizational and project management capabilities.
• Solid writing skills for creating digital and marketing content.
• Business-fluent English; additional languages beneficial.
No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT.
Commercial Construction Senior Superintendent
- GovCloud Job Description: A Senior Superintendent (Supt.) directs the work flow of the project on site consistent with the project schedule and HITT safety and quality standards.
The Senior Supt.
provides leadership and serves as the liaison between project team members to promote the interest of both the business and clients in all matters, as well as demonstrate the characteristics of a mid-level leader.
Senior Supt.s communicate project priorities to site staff and all subcontractors, serving as the primary leader on site for the construction project.
Responsibilities Understanding and administering the HITT safety program to include all subcontractors, ensuring that all accidents/incidents are promptly reported and investigated, and assisting in safety inspections by outside agencies Maintain HITT quality standards for all aspects of the project Serve as the leader for all on site safety, managing a safe jobsite for all involved Maintain daily log of all activities and site conditions, while managing the punch list and closeout process through owner/architect acceptance Work with the project manager in formulating project schedule, ensuring that the proper methods and sequence of installation are followed, making and following through with schedule commitments, and maintaining HITT quality standards Maintain good working relationships with all subcontractors on the project, developing relationships within the community which enhance business opportunities, and ensuring subcontractors are treated fairly Ensure complete, accurate daily documentation of work orders/tickets, understanding subcontractor scope of work to avoid unnecessary change orders, and identifying problems early and act immediately to provide solutions Develop and organize the site team, arranging for temporary facilities/utilities for the site, and identifying long lead items that need to be expedited Collaborate with the project manager and site operations team throughout the life of the project Qualifications A four-year degree from an accredited university with a concentration in construction, engineering, or business is strongly preferred.
In lieu of a degree, additional work experience is acceptable.
8-10 years’ experience in commercial construction, including experience with a commercial general contractor Tenant renovations, service work, work in occupied spaces, weekend work, fast paced project experience all a plus Mastery of building processes and best practices Ability to organize necessary resources, including people, tools and time to meet tight deadlines and achieve desired results Project lead experience preferred Previous experience in a superintendent or project lead experience preferred Ability to master sector/project-specific software systems including but not limited to: Microsoft Office suite (ex.
Project, Excel, Word, Outlook, PowerPoint, etc.), ProCore, Adobe, BlueBeam, OSHA 30 Certification preferred Ability to walk and/or stand for long periods of time and the ability to lift up to 50lbs Must demonstrate a strong ability to: Communicate clearly, concisely, and professionally, with a strong focus on audience appropriate business writing and verbal skills Demonstrate a positive attitude and passion for construction and our industry Gather data, interpret it into meaningful information, and relay that information through clear, concise communication strategies; ability to see how pieces and processes fit into and affect the bigger picture/business model Organize and manage tasks and priorities Demonstrate integrity consistently with The HITT Way and HITT’s core values Seek continuous improvement of knowledge and abilities, internal focus on self-improvement Adapt and exercise flexibility with the ever-changing world of technology, design, means and methods Collaborate with people of various backgrounds and styles Create and maintain relationships with colleagues, clients, subcontractors, and vendors Exhibit respectfulness by being punctual, engaged/focused, and respectful of others HITT Contracting is an equal opportunity employer.
We are committed to hiring and developing the most qualified individuals based on job-related experience, skills, and merit.
All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.
We value a respectful, inclusive workplace where everyone has the opportunity to succeed.
HITT Contracting maintains a drug-free workplace, consistent with applicable local, state, and federal laws.
Required Skills & Experience
Mission critical/critical facility experience
superintendent experience
construction experience
Nice to Have Skills & Experience
candidates with any federal construction experience
candidates with data center experience
candidates with General Contractor experience
Job Description
Senior Superintendent -
Job Description:
A Superintendent directs the work flow of the project on site consistent with the project schedule and client safety and quality standards. The Superintendent provides leadership and serves as the liaison between project team members to promote the interest of both the business and clients in all matters, as well as demonstrate the characteristics of a mid-level leader. The Superintendent communicates project priorities to site staff and all subcontractors, serving as the primary leader on site for the construction project.
Responsibilities
• Understanding and administering the safety program to include all subcontractors, ensuring that all accidents/incidents are promptly reported and investigated, and assisting in safety inspections by outside agencies
• Maintain quality standards for all aspects of the project
• Serve as the leader for all on site safety, managing a safe jobsite for all involved
• Maintain daily log of all activities and site conditions, while managing the punch list and closeout process through owner/architect acceptance
• Work with the project manager in formulating project schedule, ensuring that the proper methods and sequence of installation are followed, making and following through with schedule commitments, and maintaining quality standards
• Maintain good working relationships with all subcontractors on the project, developing relationships within the community which enhance business opportunities, and ensuring subcontractors are treated fairly
• Ensure complete, accurate daily documentation of work orders/tickets, understanding subcontractor scope of work to avoid unnecessary change orders, and identifying problems early and act immediately to provide solutions
• Develop and organize the site team, arranging for temporary facilities/utilities for the site, and identifying long lead items that need to be expedited
• Collaborate with the project manager and site operations team throughout the life of the project
Qualifications
• A four-year degree from an accredited university with a concentration in construction, engineering, or business is strongly preferred.
• In lieu of a degree, additional work experience is acceptable.
• 5+ years’ experience in commercial construction, including experience with a commercial general contractor
• Tenant renovations, service work, work in occupied spaces, weekend work, fast paced project experience all a plus
• Mastery of building processes and best practices
• Ability to organize necessary resources, including people, tools and time to meet tight deadlines and achieve desired results
• Project lead experience preferred Previous experience in a superintendent or project lead experience preferred
• Ability to master sector/project-specific software systems including but not limited to: Microsoft Office suite (ex. Project, Excel, Word, Outlook, PowerPoint, etc.), ProCore, Adobe, BlueBeam,
• OSHA 30 Certification preferred
• Ability to walk and/or stand for long periods of time and the ability to lift up to 50lbs
• Must demonstrate a strong ability to:
o Communicate clearly, concisely, and professionally, with a strong focus on audience appropriate business writing and verbal skills
o Demonstrate a positive attitude and passion for construction and our industry
o Gather data, interpret it into meaningful information, and relay that information through clear, concise communication strategies; ability to see how pieces and processes fit into and affect the bigger picture/business model
o Organize and manage tasks and priorities
o Seek continuous improvement of knowledge and abilities, internal focus on self-improvement
o Adapt and exercise flexibility with the ever-changing world of technology, design, means and methods
o Collaborate with people of various backgrounds and styles
o Create and maintain relationships with colleagues, clients, subcontractors, and vendors
o Exhibit respectfulness by being punctual, engaged/focused, and respectful of others
No matter your background, education, or career path, if you share our vision to create extraordinary experiences, you belong at HITT.
Commercial Construction Assistant Project Manager
- Corporate Office Job Description: An Assistant Project Manager (APM) obtains, evaluates, coordinates and distributes the information and authorizations necessary to construct projects on time, within budget and to the quality specified.
The APM is responsible to protect and promote the interest of both the business and client in all matters as well as demonstrate the personal characteristics of a beginner-level leader.
While learning paths, growth and promotional opportunity vary, most team members are APMs for two to six years.
Responsibilities Maintain adherence to HITT’s standards of safety Ensure that required documentation is filed Assist in creating and managing project budget for all assigned projects Develop pre-construction RFP package Assist in conducting project meetings, setting milestones and formulating monthly owner report Establish job processes (RFIs, submittals, and pay applications) including approving pay applications and negotiating subcontract change orders Update project schedule; ensure project quality control and establish overall project logistics Assist in managing the closeout process Collaborate with the project superintendent and site operations team throughout the life of the project Qualifications High school diploma required, four-year degree from an accredited university with a concentration in construction, engineering, or business is strongly preferred In lieu of a degree, additional work experience is acceptable 2-5 years’ experience in commercial construction, including experience with a commercial general contractor Previous experience on commercial job sites strongly preferred Passion for construction and our industry; ability to recognize and seek quality Ability to master sector/project-specific software systems including but not limited to: Microsoft Office suite (ex.
Project, Excel, Word, Outlook, PowerPoint, etc.), ProCore, Adobe, BlueBeam, JD Edwards Must demonstrate a strong ability to: Communicate clearly, concisely, and professionally, with a strong focus on audience appropriate business writing and verbal skills Demonstrate a positive attitude and passion for construction and our industry Gather data, interpret it into meaningful information, and relay that information through clear, concise communication strategies; ability to see how pieces and processes fit into and affect the bigger picture/business model Organize and manage tasks and priorities Demonstrate integrity consistently with The HITT Way and HITT’s core values Seek continuous improvement of knowledge and abilities, internal focus on self-improvement Adapt and exercise flexibility with the ever-changing world of technology, design, means and methods Collaborate with people of various backgrounds and styles Create and maintain relationships with colleagues, clients, subcontractors, and vendors Exhibit respectfulness by being punctual, engaged/focused, and respectful of others HITT Contracting is an equal opportunity employer.
We are committed to hiring and developing the most qualified individuals based on job-related experience, skills, and merit.
All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.
We value a respectful, inclusive workplace where everyone has the opportunity to succeed.
HITT Contracting maintains a drug-free workplace, consistent with applicable local, state, and federal laws.
This opportunity is with a well-established general contractor offering a structured development path into a high-performing Project Manager and future division-level leader. The role blends project management, estimating, field exposure, and leadership development.
Role Highlights:
- Clear growth track covering project management, estimating, budgeting, leadership, and operations.
- Hands-on involvement in multiple project phases, both in the field and office.
- Strong emphasis on leadership skills, decision-making, integrity, and people management.
Key Responsibilities:
- Build core competency in cost control, job budgets, reporting, AP/AR, change management, and fair cost negotiation.
- Support or lead safe, efficient project execution with focus on quality, productivity, and profitability.
- Work closely with Project Engineers and Superintendents on forecasting, cost reporting, and project performance.
- Execute day-to-day project management responsibilities.
- Develop skills in conflict management, emotional intelligence, and values-based leadership.
Required Background:
- 5+ years’ construction experience.
- Ground up projects $30m plus. - Healthcare Project
- Associate or bachelor’s degree preferred (Construction Management or Civil Engineering ideal but not required).
- Understanding of construction technology, equipment, means and methods, and OSHA standards.
Established in 1992, Greenwood Industries is a privately held company that’s grown to become one of the Top 10 commercial roofing and building envelope systems contractors in the United States. We are headquartered in Worcester, Massachusetts, with nine locations throughout the Northeast.
At Greenwood Industries, our success is sustained by the timeless values of hard work, quality and fairness, amplified by the integration of new technologies and means & methods of construction that elevate our performance.
We have grown primarily through repeat business from many of the region’s most respected general contractors, architects, engineers and building owners. We have extended our reach with strategic acquisitions of like-minded companies and continue to look for opportunities to add talented teams to the Greenwood group.
Today we have more than 750 people working at Greenwood Industries, giving us the capacity to perform at any scale. We are signatory to 17 union contracts, because we value the integrity of skilled labor and are committed to providing jobs that sustain families and communities.
At Greenwood our craft is building envelope systems. Our mission is building long-term relationships with employees and construction partners.
The Inside Sales Representative serves as the centralized front line for all inbound and outbound demand generation supporting Greenwood Industries’ service and sales growth. This role is responsible for qualifying opportunities, generating net-new demand, promoting service and maintenance programs, and feeding high-quality, qualified pipeline to field sales teams. Inside Sales Representatives play a critical role in converting reactive inquiries and proactive outreach into sales-ready opportunities while maintaining consistent follow-up and CRM discipline.
Key Responsibilities
Inbound Intake & Customer Engagement
- Handle inbound service and sales inquiries from customers and prospects
- Serve as an initial point of contact for customers seeking repairs, inspections, or service information
- Provide a professional, responsive customer experience aligned with Greenwood Industries’ standard
Outbound Prospecting & Growth Activity
- Conduct proactive outbound outreach to generate new demand
- Re-engage past customers to generate repeat service and inspection opportunities
- Support targeted outbound campaigns aligned with regional and company priorities
Program Promotion & GPA Enrollment Support
- Identify GPA-eligible accounts during inbound and outbound conversations
- Introduce Greenwood’s GPA program using approved messaging
- Capture required GPA data accurately in the CRM at time of lead capture
- Route enrolled or qualified GPA opportunities to the Sales Coordinator for onboarding and tracking as well as re-routing to Account Managers
- Support re-engagement campaigns for expiring GPA accounts with the Sales Coordinator
Opportunity Qualification & Conversion
- Qualify service requests and sales opportunities using defined qualification criteria
- Convert reactive service calls into proactive opportunities for repairs, inspections, and programs
- Identify opportunities to promote additional services, locations, or solutions during customer interactions
- Ensure only qualified, sales-ready opportunities are passed to Account Managers
Scheduling & Coordination
- Schedule inspections, site visits, and appointments for Account Managers
- Coordinate calendars and ensure accurate handoff of information to Account Managers
- Support efficient routing of leads to Account Managers while keeping the Director of Sales in the loop
Program Promotion & Support
- Promote Greenwood Industries’ service offerings, GPA, and Campus Care programs when applicable
- Support increased adoption of recurring revenue programs across all regions
CRM & Process Discipline
- Maintain accurate CRM records including activity, notes, scheduling, and follow-up tasks
- Ensure all customer interactions and opportunities are properly documented from an inside sales perspective
- Follow established CRM standards, workflows, and service intake processes
- Support data accuracy and visibility across sales and operations teams
Qualifications
- Experience in inside sales, call center, service coordination, or customer support preferred
- Strong phone presence and verbal communication skills
- Organized, detail-oriented, and able to manage multiple tasks simultaneously
- Comfortable working in a fast-paced, high-volume environment
- Experience using CRM systems for lead and activity tracking
- Self-motivated, reliable, and accountable
- Strong customer service mindset with the ability to support growth initiatives
- Team-oriented approach with comfort working cross-functionally
Greenwood Industries is an equal opportunity employer. We consider all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Company Description
National Technology Management (NTM) has been delivering AI-driven Managed IT and Cybersecurity solutions since 1997. With a focus on innovation, commitment, and excellence, NTM protects organizations against accelerating cyber threats through 24/7 managed cybersecurity and proactive threat detection. By utilizing AI-powered tools, automation, and streamlined solutions, NTM helps businesses elevate efficiency, drive revenue growth, and optimize technology performance while minimizing risk. Headquartered in Franklin, MI, NTM partners with multi-location businesses and compliance-focused industries that prioritize measurable outcomes and technological optimization.
Service Delivery Manager (SDM)
Reports To: Integrator / COO
Environment: Mid-Market / Enterprise MSP (Multi-client, SLA-driven operations)
Direct Reports: Service Desk Lead, Project Manager / Delivery Lead, Field Service Technicians
Position Summary
The Service Delivery Manager (SDM) is responsible for end-to-end IT service delivery across a mid-market/enterprise MSP environment. This role ensures consistent SLA performance, operational stability, and high-quality customer experience across all managed accounts.
The SDM acts as the primary operational owner of service health—balancing people leadership, escalation management, process discipline, and cross-functional coordination with engineering and project delivery teams.
A key expectation of this role is driving continuous optimization through automation, tooling, and AI enablement to improve efficiency, scalability, and service quality.
This is a highly visible leadership role requiring strong structure, calm decision-making, and the ability to drive accountability across technical and service teams.
Core Responsibilities
Service Delivery & SLA Performance
- Own day-to-day MSP service performance across all clients
- Monitor SLA adherence, ticket aging, backlog health, and service quality metrics
- Leverage dashboards, analytics, and AI-driven insights to proactively identify risks and trends
- Drive continuous optimization of service workflows to improve resolution speed and efficiency
- Serve as final escalation point for service-related issues
Customer Experience & Escalations
- Ensure consistent, predictable, high-quality customer experience
- Lead resolution of high-severity escalations with urgency and professionalism
- Utilize automation and knowledge systems to improve response consistency and speed
- Ensure all escalations are properly documented, resolved, and communicated
- Partner with Account Management on QBRs and strategic client reviews, incorporating service insights and improvement opportunities
Team Leadership & Accountability
- Lead and develop Service Desk, Field Technicians, and Project/Delivery resources
- Drive adoption of automation tools and AI-assisted workflows within the service team
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Build a culture of accountability, continuous improvement, and operational excellence
- Enable teams to reduce manual effort through standardization and intelligent tooling
Operational Excellence, Automation & Process Governance
- Enforce SOPs, runbooks, security policies, and documentation standards
- Identify and eliminate inefficiencies through process optimization and automation
- Maintain PSA hygiene (time entry accuracy, ticket classification, billing integrity)
- Own service cadences including daily huddles and weekly operations reviews
- Continuously improve service delivery processes with a focus on scalability and repeatability
- Champion the use of AI and automation to reduce ticket volume, accelerate resolution, and improve consistency
Engineering & Cross-Functional Coordination
- Partner with Engineering leadership to ensure service stability and support alignment
- Collaborate on automation initiatives, platform optimization, and tool stack effectiveness
- Coordinate on incident response, platform health, and technical debt reduction
- Identify opportunities for AI, scripting, and workflow automation to improve service delivery efficiency
- Ensure engineering resources supporting service delivery are effectively prioritized
Onboarding & Project Oversight
- Ensure new client onboarding is consistent, predictable, and well-executed
- Incorporate automation and standardized processes into onboarding to reduce variability and risk
- Oversee Project/Delivery function to ensure:
- On-time implementation
- Clear communication
- Margin protection
- Minimal post-onboarding escalations
- Continuously refine onboarding to reduce manual effort and improve speed to steady state
Capacity, Optimization & Resource Planning
- Manage staffing levels and resource allocation across service teams
- Use data, forecasting, and automation to optimize resource utilization
- Proactively address workload imbalances and capacity constraints
- Improve efficiency through workload distribution, tooling, and process improvements
- Ensure service coverage aligns with SLA requirements and organizational growth
Key Performance Indicators (KPIs)
- SLA compliance rate
- Ticket backlog health & aging metrics
- Escalation frequency and resolution time
- Onboarding success rate
- Customer satisfaction (CSAT/NPS)
- PSA data accuracy and operational compliance
- Automation adoption rate and efficiency gains (e.g., reduced ticket volume, improved resolution time)
Ideal Candidate Profile
- Calm, structured leader who performs well under pressure
- Strong operational and process discipline mindset
- Data-driven decision maker with strong analytical instincts
- Experience driving automation, process optimization, and AI adoption in service environments
- Proven ability to lead technical and service delivery teams
- Excellent communicator and trust-builder with clients and internal teams
- Experienced in MSP, IT services, or enterprise IT operations environments
