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Job Req ID:  12021

Job Title:  Enterprise Services Director

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

Reporting to the Practice Lead, the Enterprise Services Director (ESD) will direct a regionally aligned team focused on the support and growth of the enterprise class account base.  The ESD will oversee the enterprise Managed and Professional Services Delivery, and Business Relationship Management teams to meet KPIs and growth targets, and advance client business outcomes and goals. This role has significant interactions with key leaders across client organizations to plan, design, implement, monitor and measure the delivery of IT services, and identify continuous improvement opportunities using performance metrics.A successful candidate will have strong verbal and written communication skills and possess the ability to navigate and influence change at a national, regional, and market level.

Essential Job Functions

•    Working with Practice Lead develops the program strategy, supporting business case and various high-level enterprise-centric support model to support and scale business unit.

•    Accountable for monthly P&L / budget analysis and results of the regional enterprise business unit.

•    Assists and can lead Managed and Professional Services business development efforts, particularly as it relates to qualifying opportunities and validating alignment to delivery capabilities.

•    Forms strategic relationships with enterprise executive sponsors to plan, design and implement IT solutions that support client business objectives.

•    Drives service delivery operations, including: role development and resource planning, budget and cost analysis, partner, and vendor negotiation.

•    Leads, influences, facilitates and educates service owners on continuous improvement opportunities.

•    Serves as escalation point for Client, Procurement, Operations and HR Managers to discuss issues or requests involving the enterprise client program and/or associates.

•    Ensures all agreed upon client requirements (both operational and contractual) are completed and in line with agreed SLA targets.

•    Leads the integration and communication of key performance indicators (KPIs), metrics packages and related information for consumption by IT leadership and senior management.

•    Accountable for plans and teamwork assignments, directing work efforts, reviewing integrated project plans, escalating, and communicating resource needs, ensuring completion of quality reviews, and driving the resolution of issues as appropriate.

•    Communicates with leadership and other stakeholders on program strategy, direction, and changes.

Competencies (Knowledge, Skills and Abilities)

•    Passionate and excited about client growth, service operations and the delivery of IT services and solutions.

•    Proven ability to lead and manage a team of onshore/offshore process owners for Incident, Problem, Change, Asset, Knowledge and Request Management, Service Portal configuration, and other processes that intersect or interact with various functional areas.

•    Defined experience in assessment, gap analysis, road map development, implementation testing and upgrades.

•    Example led engagement with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level to achieve successful service delivery outcomes.

•    Proven ability to define and measure appropriate metrics that support usage; cost and perception of service / process and communicating such metrics to leadership on a regular cadence that aligns with business priorities.

•    Strong marketing, visualization, and communication skills to effectively interact at the Senior Management and Operational level.

•    Proven ability to develop and retain a high performing internal IT team that executes based on management objectives while providing thought leadership

•    Service Delivery/Operations “turnaround” experience is a significant plus

Experience, Educational Reqts and Certifications

•    10+ years of experience leading IT Service Management in an enterprise, and potentially, global environment (either service operations or service delivery).

•    BS/BA – Computer Science, Technology Process, or related field, or equivalent experience

•    MBA preferred

•    ITIL certified

•    Understanding of Project Management fundamentals (Waterfall, Agile, PRINCE2,etc.) desired

•    Dev Ops exposure a plus

Konica Minolta Offers: 

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: Orange County
Nearest Secondary Market: Anaheim