Mgr Services

Mgr Services

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

The Mgr Services manages operational delivery Managed technology solutions for clients. Functions include resource management, service operations management of the project or client engagement, quality and performance metrics of the engagement and/or team, resource management of both technical and non-technical resources associated with the engagement or team, including risk, communication plans, change management, financial performance and overall client satisfaction. Incumbents offer supervision of technical employees, and supervisors/coordinators personnel to ensure technical solution expectations are met for Insight's internal and external customers.

In this role you will join our managed services team. Must be able to manage a team at a fast pace, experience with client facing environments and having ITIL V3/V4 certificaiton would be a plus.

Key Responsibilities

• Ability to lead a team of personnel by providing leadership, assistance and advice.
• Manage the day-to-day operations of the team and is responsible for employee maintenance (forecasting, operational efficiencies, reviews, etc.), including the management and assistance of company growth through guidance and training.
• Manage the assigned financial aspect of the team, which may include subset ownership of the assigned P&L as well as associated budget.
• Review client statements of work (SOW's) and associated change control process, provide feedback and prepare team to implement the desired outcomes.
• Represent the Managed Services Operations in client-facing capacity to provide operational review data and obtain service satisfaction metrics.
• Manage team to participate in or provide Knowledge Transfer to internal operations teammates as needed to facilitate execution of internal or external contract commitments.
• Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations.
• Ensure an affirmative focus and representation of corporate initiatives to all teammates.
• Ensure contract project goals are accomplished.
• Other duties as assigned.

What you'll need to succeed

• Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.
• Information Technology Infrastructure Library (ITIL) v3/v4 certification.
• 3-6 years' experience managing operational delivery of managed services adhering to Information Technology Infrastructure Library (ITIL) best practices and standards.
• Must have the ability to understand and navigate through a SAP system.
• Must have excellent customer relationship management skills and ability to interface seamlessly with client, delivery, partner, marketing, and sales staff.
• Must be able to conduct practice working sessions and run practice update meetings with both technical and non-technical attendees.
• Must have proven track record of exhibiting leadership qualities and skills that motivate practice team members to drive successful performance.
• Must have prior experience in P&L responsibility for a technology services delivery team and proven success driving profitability and customer satisfaction.
• Must have current experience with relevant technology solutions and vendors. Active professional level certifications are a plus.
• Must have the ability to lead and manage a technical team delivering complex solutions required.
• Must possess strong analytical skills.
• Must be comfortable in serving as the subject matter expert in their assigned practice area.
• Must be a polished and disciplined communicator, both written and oral.
• Intermediate knowledge of MS Office products required.
• Familiarity and experience with ServiceNow, ScienceLogic, DataDog and other ITSM tooling solutions.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.