Director of Client Services

Centre Technologies; Tulsa (OK); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid Work Options

PTO

Paid Holidays

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Job summary

Centre Technologies is expanding with a Director of Client Services in Tulsa, OK. This leadership role oversees the customer experience and operational performance for a growing client portfolio within our IT services practice.

You will lead Service Delivery Managers, vCIOs, and Technical Account Managers; build trusted relationships with executives; guide teams through complex issues; and ensure a single coordinated experience across support, planning, projects, security, and specialized

Qualifications

• 10+ years of progressive experience in managed services, IT service delivery, technology consulting, customer success, or related customer-facing operations.
• 5+ years of people-leadership experience, including leading managers or multiple functions.
• A track record of improving customer experience, service performance, team capability, and operational consistency in complex environments.
• Strong knowledge of managed services operations, escalation management, service levels, capacity planning, and continuous improvement.
• Experience connecting technology assessments, roadmaps, budgets, and projects to customer business goals.
• Working knowledge of Microsoft cloud technologies, infrastructure, networking, cybersecurity, endpoint management, backup, and business continuity.
• Business and financial acumen, including comfort with revenue, margin, labor, utilization, agreements, and service scope.
• Strong executive communication, sound judgment, and the ability to lead calmly through ambiguity and high-impact situations.
• Bachelor's degree in business, information technology, management, or a related field, or equivalent practical experience.

Responsibilities

• Own customer health, service quality, relationship risk, and retention across the assigned portfolio.
• Set direction, coach leaders and teams, and hold all parties accountable for deliverables and customer outcomes.
• Use service levels, ticket performance, backlog, escalations, customer satisfaction, utilization, and capacity trends to guide reactive service improvement.
• Oversee and coach the teams responsible for technical assessments, customer roadmaps, budgets, lifecycle planning, and strategic business conversations.
• Oversee the translation of recommendations into service or project work, ensuring practical solutions, clear communication, and alignment with customer business goals.
• Lead critical customer and operational escalations, ensuring timely decisions, coordinated communication, and follow-through.
• Drive adoption of standard processes, templates, tools, documentation practices, and service-management disciplines
• Partner with Security, Platform, Project Services, Solution Architecture, Sales, Finance, and People Development to remove delivery barriers.
• Lead workforce planning, hiring, onboarding, performance management, development, succession planning, and retention.
• Monitor agreements, revenue, margin, labor performance, and growth opportunities to balance customer value with sustainable delivery.
• Improve processes, tools, reporting, knowledge sharing, and handoffs across markets and teams.

Skills

People leadership

Service delivery

Customer success

Executive communication

Strategic planning

Financial acumen

Education

Bachelor's degree in business/IT/management

Job description

We are excited to announce we are expanding and looking to grow our team with a new Director of Client Services at Centre Technologies!

This position is open to Centre's Tulsa, OK territory

Our Company Culture:

Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.

Centre Company Benefits:

• Hybrid Work Options, Paid Time Off, and Paid Holidays

• Medical, Dental, Vision, and 401(k) with employer match contributions

• Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally

Position Summary:

The Director of Client Services leads the customer experience and operational performance of an assigned customer portfolio and the teams that support it. This leader brings together responsive support, proactive technology planning, strategic customer guidance, quality improvement, people development, and financial performance.

You will lead Service Delivery Managers, vCIOs, Technical Account Managers, and client-facing technical professionals; build trusted relationships with customer executives; guide teams through complex service issues; and ensure customers receive one coordinated experience across support, planning, projects, security, and specialized services.

Essential Duties and Responsibilities:

• Own customer health, service quality, relationship risk, and retention across the assigned portfolio.

• Set direction, coach leaders and teams, and hold all parties accountable for deliverables and customer outcomes.

• Use service levels, ticket performance, backlog, escalations, customer satisfaction, utilization, and capacity trends to guide reactive service improvement.

• Oversee and coach the teams responsible for technical assessments, customer roadmaps, budgets, lifecycle planning, and strategic business conversations.

• Oversee the translation of recommendations into service or project work, ensuring practical solutions, clear communication, and alignment with customer business goals.

• Lead critical customer and operational escalations, ensuring timely decisions, coordinated communication, and follow-through.

• Drive adoption of standard processes, templates, tools, documentation practices, and service-management disciplines

• Partner with Security, Platform, Project Services, Solution Architecture, Sales, Finance, and People Development to remove delivery barriers.

• Lead workforce planning, hiring, onboarding, performance management, development, succession planning, and retention.

• Monitor agreements, revenue, margin, labor performance, and growth opportunities to balance customer value with sustainable delivery.

• Improve processes, tools, reporting, knowledge sharing, and handoffs across markets and teams.

Education/Experience/Certifications:

• 10+ years of progressive experience in managed services, IT service delivery, technology consulting, customer success, or related customer-facing operations.

• 5+ years of people-leadership experience, including experience leading managers or multiple functions.

• A record of improving customer experience, service performance, team capability, and operational consistency in complex environments.

• Strong knowledge of managed services operations, escalation management, service levels, capacity planning, and continuous improvement.

• Experience connecting technology assessments, roadmaps, budgets, and projects to customer business goals.

• Working knowledge of Microsoft cloud technologies, infrastructure, networking, cybersecurity, endpoint management, backup, and business continuity.

• Business and financial acumen, including comfort with revenue, margin, labor, utilization, agreements, and service scope.

• Strong executive communication, sound judgment, and the ability to lead calmly through ambiguity and high-impact situations.

• Bachelor's degree in business, information technology, management, or a related field, or equivalent practical experience.

Desired Experience/Certifications:

• Leadership experience in a managed services provider or technology consulting organization.

• Experience leading service delivery, strategic customer planning, and technical account management together.

• Experience supporting rapid growth, new-market expansion, operational transformation, or acquisition integration.

Work Environment and Physical Demands:

This is a hybrid role available in Centre office markets in Texas and Oklahoma, with periodic travel to customer sites or other Centre locations. Occasional after-hours availability may be required for critical incidents or planned business activities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.