ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe.  From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.  More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI. 

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world. 

The Opportunity: 

ECI currently has an exciting opportunity for a Director, Technology Services (DTS) who will drive industry-leading levels of quality Technology Services delivery to all ECI customers within a specified geographical region. 

In this role, you will lead a team of Client Technology Managers and Senior Systems Engineers creating a progressive work culture – education, empowerment, safety, and personal development – for all members of their team.  Driving best-in-class operational and cost management practices, you will safeguard ECI technology standards and operational efficiency. 

Collaboration in this role is paramount to your success.  You will collaborate with peers to continuously improve regional IT services practices and be the primary partner to Sales and to the Region’s Services Director on ECI services delivery.  You will foster and nurture strong relationships with ECI’s existing clients and positively influence the likelihood of references and revenue growth from both expanded offer/share across the region’s existing customer base, from new-logo and win back customers.  

This is a hybrid position, 2-3 days/week in our Boston office.  Qualified candidates who are within a commutable distance to Boston will be considered.

What you will do:

• Manage and continuously innovate services delivery methods and practices delivering high quality outputs and positive customer experiences in the performance of services delivery tasks.
• Accordingly maintain and improve positive client satisfaction through timely and comprehensive services responsiveness and through proactive services processes; contribute to improving CSAT/NPS feedback and higher likelihoods of renewals for the Company by ensuring services delivery is a strong positive factor in all customer’s business decisions regarding their choice of ECI as their MSP and services provider.
• Develop and present quarterly Operations Reviews of your region, which will include to mention a few:
  • Top regional customers & their current GTS or GIS services activities & dispositions
  • Key customer successes of the Region
  • Regional gross margin: what it is, why it is, and how its direction will improve.
  • Regional operational KPI’s including utilization % by role against target, CSAT results, Capacity & staffing level analysis and examples of innovation from your leadership team
• Formalize technical and operational quality with customers, including CTMs, holding Technical Business Reviews with the region’s larger and/or most strategic customers, and gather appropriate business requirements from clients to be able to implement comprehensive and effective services delivery solutions.
• Be the ‘voice of the customer’ cross-functionally with the leaders and members of the companion Services organizations - such as GIS, the Service Desk, Network Operations, & Specialized Services - to ensure that execution of those teams’ services activities is consistent with the high standards established for your region and your direct team. 
• Collaborate with your peer in the Customer Success group, the Service Director, and his/her team of CSMs and other roles to ensure that delivery quality is a positive factor in their business-growth relationships with your customers; similarly support your Sales colleagues with sales growth efforts, ideally being the ‘voice of credibility’ regarding the levels of excellence that ECI’s services delivery is capable of.
• Proactively establish and maintain relationships with key decision makers amongst clients, including traveling and developing in-person dynamics with clients, to effectively manage expectations and identify business opportunities.
• Drive high levels of employee participation across your team for applicable Skills Certification Program coursework and technology forums developed by the CTO team. Ensure that technological evolution is an overarching characteristic of your workplace mindset.
• Continuously innovate on operational efficiency of your direct team, including maintaining optimal staffing levels and high degrees of individual productivity. With the assistance of the Field Administrative Unit, monitor and manage the targeted utilization of your billable employees, the timeliness of those employee time entries, and the stability of daily work assignments and needed coverages.
• Collaborate with the Services Operations team on the evaluation of systems, processes, tools, KPIs, and dashboards that may be under consideration to improve our ticketing (Service Now) and services delivery processes and the visibility of relevant data points.
• Evaluate and approve any prospective SLA guarantees or custom services practices which may be advocated by your Customer Success or Sales colleagues, as these outcomes will have to be honored by and performed by your team and the related cross-functional services delivery team.

Who you are:

• College/University degree in the field of Technology or equivalent combination of education and experience
• 8 + years practical experience in IT services
• 3+ years’ experience managing, leading and motivating IT professional service teams of 20 +
• Knowledge of all mainstream ECI technologies in the IT realm, including hosted and cloud-based architectures
• Impeccable ethical standards and professional presence
• Self-motivated, goal-oriented and professionally styled leader, oriented towards the positive
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and curiosity
• Ability to propose/debate ideas in a proactive manner when appropriate
• Proven track record at being entrepreneurial when looking at business efficiencies & opportunities.
• Ability to create strategic relationships, cross-functionally and with customers.
• Ability to think strategically and create long and short-term plans
• Strong technical fluency relating to IT systems and networking
• Proven ability to understand the needs of clients

Bonus points if you have:

• MSP or Technology consulting experience
• Experience with financial services and/or trading environments

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other.  In addition to working with an amazing team around the globe, ECI also offers a competitive compensation package, health benefits on your first day, unlimited PTO, and so much more!  If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

Love Your Job, Share Your Technology Passion, Create Your Future Here! 

#LI-Hybrid