Senior Director, Managed Services

Position: Senior Director, Managed Services **

Location: Richmond Hill, ON (Hybrid)

About Compugen**

As Canada’s only privately-owned and operated Technology Ally, we help organizations realize new possibilities. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled. Get an ally in your technology journey. Visit www.compugen.com to start now. **

Senior Director, Managed Services**

As a member of Compugen’s Services Leadership Team, you will lead and grow a team of IT professionals who provide high-quality, scalable, and customer-centric managed services to diverse clients across Canada. You will use your expertise in IT operations, strategy, and service delivery to drive business outcomes, operational excellence, and customer satisfaction.

You will also work with other senior leaders, sales, portfolio management, and vendors to create innovative offerings, identify new opportunities, and optimize costs and margins. You will be responsible for building a best in class operation that delivers a differentiated customer experience, leverages automation and continuous improvement, and meets or exceeds service level agreements and financial targets. You will be a key contributor to Compugen's growth and vision as Canada's only privately-owned and operated Technology Ally. **

How you’ll make a huge impact here - and in your career:

Strategic and Team Leadership:**

• Develop and implement the strategic vision for the Managed Services division in alignment with overall company goals.
• Drive thought leadership for the adoption of new technologies, standards, protocols and tools in areas that are relevant to the Company.
• Provide strategic direction to the team ensuring a forward-looking and proactive approach to IT services that provide exceptional customer experience with precision, accountability and effective change support.
• Serve as a trusted, collaborative cross functional leader interacting with other department including Sales to drive growth and scale of the Managed Services business
• Be a change agent, monitoring industry trends and drive thought leadership for the adoption of new technology, standards, protocols, and tools.
• Lead and mentor a high-performing team of leaders, fostering a collaborative and results-driven culture and a professional development mindset.

Service Delivery Management:

• Drive operational rigor, build successful and sustainable processes, instill operational excellence, and drive strong execution focus to achieve or exceed planned objectives.
• Oversee the delivery of managed services to clients, ensuring adherence to Service Level Agreements and high levels of customer satisfaction.
• Identify opportunities for service improvement, automation and innovation, driving continuous enhancement of service offerings.

Client Relationship Management:

• Build and maintain strong relationships with key clients, understanding their business needs and aligning IT services accordingly.
• Act as the primary point of contact for escalated client issues, working to resolve challenges and maintain positive client relationships.

Financial and Risk Management:

• Develop and manage the budget for Managed Services, ensuring financial targets are met or exceeded.
• Monitor and analyze financial performance with regular review of established KPI’s, implementing strategies including an annual margin optimization plan to optimize profitability.
• Develop a culture of cost discipline within leadership mindset and decision making.
• Identify and mitigate potential risks related to service delivery, ensuring compliance with industry regulations and best practices.
• Implement robust security measures to protect client data and maintain the integrity of IT services.

Skills and qualifications, you’ll bring:

• 8+ years’ Senior IT Managed Services leadership experience leading teams focused on shared IT services and operations including end user services, network management/operations, data and protection services,
• Demonstrated ability to develop and execute strategic and operational direction on a national level
• Proficiency defining and delivering complex service solutions to customers
• Proven ability to collaborate and communicate and influence effectively with internal teams and external partners
• Solid understanding and experience with service management software such IT services management (ITSM), IT operations management (ITOM). Ie: ServiceNow, or Cherwell

Certifications (considered an asset)

• Information Technology Infrastructure Library (ITIL V3/ITIL V4)
• Microsoft Certifications with focus on Azure and M365 – Fundamentals or Advanced
• Network Certifications – Cisco/Aruba/Fortinet – Fundamentals or Advanced
• Security Certifications – CISSP or similar
• Data and Storage Certifications – Veeam/Commvault – Fundamentals or Advanced
• Certifications in Managed Services tools such as NAable/LogicMonitor/ServiceNOW
• Project+ Information Technology Infrastructure Library (ITIL)
• PMP
• IT Service Management (ITSM)

Equity Statement

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs