Director, IT Service Management

JOB TITLE: Dir, Service Management
Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit .
The Dir, Service Management is responsible for client satisfaction and experience with the company?s services and solutions. The role is responsible for the delivering an industry-leading service experience and representing thought leadership with our clients.
The incumbent balances business acumen, strategic thinking, fiscal responsibility, competence to deliver and the ability to inspire client management teams to perform beyond their individual potential. The role will:

  • Manage a globally diverse team of Engagement Managers and Service Managers to provide a consistent and valued client experience to the client base

  • Manage a common service framework for clients that provides cost and organizationally efficient embodiment of core offering capabilities.

  • Identify and report on management metrics to monitor and continuously adapt to client expectations and improve client satisfaction

Lead a geographically dispersed team, ensuring execution of a common service management methodology for clients.
Deliver the key Service Management functions: Portfolio and Contract Management, Financial Management, Delivery Execution, Problem Management and Continuous Improvement, and Service Reporting.
Review client account assignments, evaluating staffing metrics, geographic alignment and Service Management performance to determine and manage to an optimal Service Management staffing plan.
Collaborate internally to set shared objectives and goals. These departments include: Service Operations, Service Portfolio Management, Finance, Sales and Account Management, and Transition Services.
Interact with clients to ensure Service Management and Delivery goals and objectives are clear and delivery expectations are met.
Oversee client management and facilitation, including high-level status meetings with executives.
On-site presence at the customer as required, facilitating relationships and communicating on key issues.
Oversee client retention, providing quarter over quarter visibility to trends and improvements.
Identify and provide leadership to continuous service improvement initiatives. Identify opportunities to streamline organizational efficiency, while improving the overall client experience.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Deep Managed Services expertise, particularly: cloud computing, managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery, security, enterprise applications, and messaging
Excellent organizational, planning, problem solving and project management skills
Excellent demonstrated analytical and decision-making skills
Strong written and oral communication skills
Strong facilitation skills
Ability to analyze and interpret data
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to handle multiple projects and tasks and meet deadlines
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Bachelor's degree or equivalent training, education and experience
Master?s preferred
Related Work Experience Number of Years
Account management, technical support, or project 8-10
management experience
Leadership experience 5+
Experience managing service delivery in an ITIL framework preferred
Normal office environment
Travel as required
Company Description:

Time Warner Cable is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions.


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