Director - Epic Application Management

Nordic Consulting Partners; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Nordic Consulting Partners is seeking a Director of Operations, Managed Services to lead and coordinate operations across the Managed Services team and other internal departments. This role acts as the primary MSP contact for shared services and chairs initiatives to prioritize and complete key projects.

You will develop innovative tools and processes, monitor performance, and mentor leaders across Nordic to drive efficiency, quality, and collaboration.

Qualifications

• Bachelor's degree or equivalent experience.
• 3 years practical business experience working directly with shared services departments in an organization required.
• Experience working in IT services preferred.
• Knowledge of ITIL roles and processes preferred.
• Experience with ticketing systems and change management preferred.
• Strong business acumen and understanding of business operations preferred.
• Continuous process improvement experience required; Lean and Six Sigma preferred.
• Excellent communication skills, written and verbal; ability to work with diverse stakeholders.
• Independent work style and ability to lead change under pressure.

Responsibilities

• Providing leadership to a team by setting priorities, managing expectations, daily work, feedback and coaching.
• Conducting regular team member check-ins and identifying concerns.
• Aligning priorities and work efforts to deliver efficient outcomes for clients and Nordic.
• Developing team skills through coaching and 1:1 sessions.
• Overseeing operations and initiatives within the Managed Services team and other units.
• Developing innovative tools and processes for operational efficiency and continuous improvement.
• Collaborating with Finance to maintain financial reporting tools and P&L insights.
• Guiding IT to maintain SLAs, reports and operations infrastructure.

Skills

Leadership

Analytical skills

Adaptability

Process improvement

Cross-functional collaboration

Communication

Change management

Time management

Education

Bachelor's degree or equivalent experience

Tools

ITIL

Ticketing systems

Microsoft Office

Job description

The Role

The Director of Operations, Managed Services directs, coordinates and oversees operations between Nordic's Managed Services team, and other internal departments, as well as aids the Leadership of Managed Services in ensuring collaboration across functions. This person will act as the primary Managed Services point of contact for Nordic's shared services teams and will ensure that key projects are prioritized and completed, innovative tools and methodologies are developed, and internal processes for operational success are developed and monitored. This role also serves as a member of the Managed Services leadership team.

Key Responsibilities

• Providing leadership to a team by setting priorities, managing expectations, managing daily work, providing feedback and coaching, discussing performance, etc.
• Completing regular team member check-ins, providing recommendations and best practices, and identifying potential concerns
• Providing leadership by aligning priorities and work efforts of team members to produce efficient and quality outcomes for clients and team members while maintaining the best interests of Nordic
• Developing the skills of the Managed Services Operations team through coaching and 1:1 sessions to review personal and team performance
• Managing team output against operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities
• Mentoring team members throughout Nordic in both formal and informal capacities to grow and teach next generation leaders

Managed Services Operations

• Acting as the business unit champion for Managed Services in project work, initiatives, and matters that span across Nordic's other business units and shared services teams (IT, PMO, HR, Finance, etc.)
• Enabling communication and collaboration between all Nordic departments and Managed Services departments
• Acting as the primary contact for Managed Services operations and serving as a subject matter expert for PMO projects and Nordic initiatives and, ultimately, ensuring all projects are executed successfully
• Identifying, planning, prioritizing and executing initiatives that align to business unit goals as part of the Managed Services leadership team
• Directly overseeing operations and key initiatives within the Managed Services team and with other business units
• Developing innovative tools and processes for Managed Services, focusing on operational efficiency, quality and continuous improvement to provide value and enable successful client, team member and operational outcomes
• Working with the Finance team to maintain accurate and comprehensive financial reporting tools, including P&L, as a member of the Managed Services leadership team
• Providing guidance and direction to IT to develop and maintain service level agreements, business unit reports and operations infrastructure for the managed services team
• Participating in the development and adoption of standards, policies, and best practices
• Working on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary

Skills and Experience

• Bachelor's degree or equivalent experience
• 3 years practical business experience working directly with shared services departments in an organization required
• Experience working in IT services preferred
• Knowledge of ITIL roles and processes preferred
• Experience with ticketing systems and change management preferred
• Strong business acumen and understanding of business operations preferred
• Continuous process improvement experience required. Lean and Six Sigma experience preferred.
• Solid analytical skills with the ability to use data to drive decision making processes and improve outcomes
• Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases
• Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacting well under pressure
• Strong attention to detail as well as ability to adapt and manage multiple priorities while meeting deadlines
• Must demonstrate and embody Nordic's maxims
• Excellent communication skills, written and verbal
• Must be able to work independently as well as within a team environment
• Proficient with Microsoft Office products and other collaboration tools, including virtual meeting and cloud technologies

Additional Details

• Travel up to 10% of the time

Equal Opportunity Statement

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable fede