Associate Director Offshore Operations

Role & responsibilities

Associate Director, Offshore Operations

Milestone Technologies is a global IT services tech company that partners with organizations to scale technology infrastructure and services, drive digital transformation, and increase shareholder value.

We specialize in providing Digital Workplace Services, Application Services, Digital Platform Engineering and Consulting, ServiceNow, Cloud and Infrastructure and Data Center Operations. Our clients include some of the largest and fastest growing companies in Tech, Media, Pharmaceuticals, Life Sciences, Automotive, and Retail.

Milestone is seeking an experienced leader to drive our Digital Workplace, Cloud and Infrastructure Services (DWCI) Offshore operations. Our established offshore team is growing to support operations for our US based clients. This is an exciting opportunity to join a maturing part of our business and build your team for future growth.

The ideal candidate will have senior management experience in a dynamic setting. The role requires outstanding organizational, communication, and leadership skills. Reporting directly to the President Digital Workplace, Cloud and Infrastructure Services, the Associate Director, Offshore Operations will work closely with DWCI executives to strategize and develop long-term plans that usher in new levels of productivity and success for the company.

Preferable candidates include experienced leaders with demonstrated ability to run large scale offshore operations for US based clients, as well as having strong delivery model transition and transformation background.

Objectives of this role

• Ensuring a proper Offshore operations organization is up and running, delivering according to Milestones client contractual SLA obligations
• Collaborate with Delivery Management organization in the development of performance goals and long-term operational plans
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
• Set strategic goals for operational efficiency, standardization and increased productivity across the complete DWCI organization, including having an organization able to scale
• Work in the development of financial and budgetary plans
• Analyze current operational processes and performance, recommending solutions for improvement where necessary
• Acting as DWCI Local point of escalation including in some cases with client facing situations, ensuring all associated DWCI functions (Operations but also Offshore Pre Sales/Portfolio/Governance teams) are closely aligned.

Responsibilities

Operations:

• Provide oversight of day-to-day operations with a focus on delivering exceptional customer service that meets or exceeds client Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs).
• Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives
• Draw on relationships with Service Delivery Managers to make decisions regarding operational activity and strategic goals
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
• Supports and acts as local point of escalation for other Offshore DWCI team members like Pre Sales/Governance/Portfolio ones
• Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs
• Adhere to the company’s policies and standards, and ensure that laws and regulations are being followed
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• Lead internal/external efforts to ensure contractual obligations are met. 
• Provide leadership, technical direction, and mentor to maintain a high-performing, highly engaged team with maximum utilization.
• Focus on innovation to ensure the team is constantly innovating in their approach to deliver maximum value for client.
• Hire world class talent, promote diversity (age, gender, experience, and heritage), and manage performance to ensure career growth opportunities.

P&L/ Management:

• Manages all financials and operational metrics for the DWCI Offshore operations
• Works with leadership to ensure that the organization's strategy is consistent with Milestone strategy.

Sales/Pre Sales:

• Supporting when needed Pre-Sales related activities, ensuring offered solutions are aligned with (current and future) Offshore Delivery capabilities

Required Skills and Experience:

• Minimum of 15 years progressive responsibly for Offshore Operations in Digital Workplace, Cloud and infrastructure services, especially Network, ServiceDesk, Monitoring and ServiceNow related activities
• Five years’ experience working for an IT Service Provider providing Digital Workplace, Cloud and Infrastructure offshore services to US based customers  
• Proven record of successful ramp up of such an offshore organization
• Experience in offshore Project related activities (ServiceNow Professional Services/Managed Services)
• Ability to prioritize tasks and projects to align with strategic objectives and business goals
• Excellent problem solving, communication, and organizational skills
• The ability to effectively collaborate with Internal team members, as well as external client team members
• The capacity to lead & deliver operational excellence with a focus on service management and Transition and transformation approach to achieve agility, speed, scale and efficiency
• Successful experience designing and implementing Managed Services delivery model, associated SLA, metrics, dashboard.
• Proactive and collaborative leadership style, focused on driving client thought leadership as well as developing next tier consulting leaders 
• Ability to be an innovative, resourceful, and collaborative problem solver 
• Strong analytical skills with a focus on attention to detail 
• Strong organization, prioritization, teamwork and communication skills 
• Ability to communicate thoughts, ideas, and solutions logically in written and oral situations,  
• Ability to work in a dynamic, results-driven environment 
• Cyber Security knowledge would be a plus (but not mandatory)

Additional Skills and Experience:

• B.S. in Business, Information Systems or other relevant degree is preferred.
• Experience in developing budgets and business plan
• Strong working knowledge of data analysis and performance metrics, using business management software like ServiceNow.

Preferred candidate profile

Perks and benefits