Director of Operations Engineering Layered Technologies

The Director ? Operations Engineering is responsible for providing enterprise level leadership and management to highly skilled enterprise level network, hosting engineers for support of Layered Tech product offerings provide, operate, and maintain superior client service delivery. The Director - Operations Engineering will be responsible for delivery of managed technology services in a hosted environment. In addition, this position will oversee managed services delivery, help desk, computer room operations, physical security, hardware and equipment maintenance, administration of server and database infrastructure and, often, the supervision of systems engineers and management personnel. The Director will assist in long-range planning, budgeting, staff training, IT contingency planning and disaster recovery plans as well as comprehensively review support practices and perform trend analysis to continually drive improvements in the business, to include improvements in client satisfaction as well as rapid isolation & restoration of service impacting incidents, requests and efficiencies. This position will work closely with industry analysts and departmental leaders to develop business strategies that will improve service support and client experience through perpetual quality review and enhancement, aligning with ITIL quality best practice methodologies. This leader will need to share the Layered Tech vision and align the quality and process efforts to achieve corporate goals and objectives.
Job Description

Drive efficiencies and leverage efficient enterprise level engineering models while executing seamless transitional programs
Deliver superior client service through professional, comprehensive, and timely resolution of escalated tickets
Improvements in Change, Problem, Knowledge, Crisis and Incident management through effective and cost efficient process development
Develop programs that lead to improvements in support and request process/execution
Review and align industry best practices with the Layered Tech support model
Strategize programs for a robust self-help service model for our clients to increase service while producing efficient cost models
Drive accountability & quality via Total Quality Management methodologies, ensuring consistent and positive client experience
Ensure successful management of daily operations
Maintain and improve Client Satisfaction ratings

Requirements

Ensure identification, resolution or escalation of client issues according to procedural documentation and training
Perform analysis required to identify and correct process, training or knowledge management gaps
Ensure the Service Desk is providing and obtaining timely updates to/from relevant parties (internal and external)
Perform competitive analysis in relation to client service practices, process development and cost savings and drive improvements based on analysis
Participate in strategy to implement cost efficiency programs
Create and maintain Statistical analysis and reporting programs
Partner with Vendor Management and Product Engineering when required to solve complex support incidents
Provide automation requirements and technical support to Systems teams
Other duties as assigned

Critical Skills

Previous leadership experience in an enterprise, IT or service provider environment
Firm practical and theoretical understanding and previous application of industry best practices for support and process development and adherence
Ability to coordinate, orchestrate, and communicate effectively with technologists and business partners to maintain high service levels in a demanding environment
Ability to create and implement Total Quality Management Systems
Excellent verbal, written and analytical skills
Strong analytical, diagnostic, problem solving and communication skills
Familiarization with SAS-70, PMI, ITIL and Six Sigma guidelines and practices

Education / Experience

Degree or equivalent education in related fields / or 15 years? experience in related field
10+ years? experience working in IT Service Provider industry at engineering enterprise level
ITIL Foundation Certification
Current/Active Certification or previous network and systems experience or associated fields

Location:	Kansas City, MO United States