(Remote) Director of Technical Services

Globys, Canada Corp; Orlando (FL); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading company in the technology services sector is seeking a Technical Services Director to lead the implementation of software solutions. This remote role requires strong leadership and communication skills, with a focus on delivering exceptional customer experiences. The ideal candidate will have over 10 years of experience in the industry and a proven track record of managing high-performing teams. The position involves collaboration across various stakeholders and requires travel within North America.

Benefits

3 weeks' vacation

Comprehensive Medical, Dental, and Vision benefits

Employee stock ownership

RRSP/401k matching programs

Lifestyle rewards

Remote work

Qualifications

• 10+ years' experience in Technology Services industry.
• 3+ years managing high-performing delivery teams.

Responsibilities

• Evolve and scale technical service to deliver best-in-class customer experience.
• Collaborate with sales team in proposals and technical documentation.
• Champion quality of technical services and secure customer satisfaction.

Skills

Leadership

Analytical Skills

Problem-Solving

Organizational Skills

Communication

Education

Undergraduate or Graduate degree in Computer Science

Job description

In the bustling heart of our operations, as the Technical Services Director, you'll be the mastermind behind turning visionary technical implementation into reality. Reporting directly to our esteemed Vice President of Professional Services, think of yourself as the maestro of a grand orchestra, coordinating each section to produce a harmonious and triumphant finale.

Your role goes beyond just planning; it's about crafting a vivid vision, garnering the best resources, and leading a dedicated team with precision and passion. Every implementation you helm is a story waiting to be told, with its challenges and triumphs. You'll be there to ensure every chapter unfolds flawlessly, ensuring quality shines and stakeholders stay in the loop.

Through the twists and turns of each implementation's journey, your clear communication, keen oversight, and commitment to excellence will keep us on track and inspire those around you. So, are you ready to be the driving force behind our next big success? Let's craft brilliance together!

This remote role welcomes candidates anywhere in Canada and the US. Up to 25% of travel in North America (1-2 times per quarter) is required for this role, and a valid passport is required for travel.

What your impact will be :

1. Determination
2. Adopts an energetic approach.
3. Works towards goals and willingly tackles demanding tasks.
4. Demonstrates capacity for sustained effort and hard work over long periods of time, even in the face of adversity.
5. Strategic Approach
6. Develops a strategic plan to realize the vision.
7. Takes a long-term view of organizational success.
8. Works to clarify long-term organizational goals.
9. Able to stand back from immediate problems to focus on more far-reaching ideas.
10. Resilience
11. Stays calm and controlled under pressure.
12. Maintains a consistent level of activity and performance when placed in tense situations.
13. Can deal with ambiguity without getting disconcerted.
14. Customer Focus
15. Strives to provide customers with personalized and efficient service.
16. Listens and understands customer needs and conveys them back to the organization to take appropriate action.
17. Quickly follows up on customer concerns and deals with them in a professional and efficient manner.
18. Monitors and acts on measures of customer satisfaction.
19. Results Orientation
20. Focuses strongly on achieving agreed-upon outcomes and ensures that key objectives are met.
21. Has a reputation for execution and delivery.
22. Conveys a sense of urgency and drives issues to closure.
23. Aims to improve upon past performance.
24. Establishes aggressive personal targets and strives to achieve/exceed them.

Responsibilities

• Represent the function internally and externally as appropriate across a range of stakeholders.
• Be a visible role model in line with our values and behavior.
• Evolve and scale technical service (i.e., people, process, systems, and tools) to deliver a best-in-class customer experience while building effective and efficient implementation methodologies.
• Collaborate with the sales team in providing proposals, technical documentation, and other materials required for the sales process.
• Collaborate with PMO to achieve project delivery success metrics by leading consulting and implementation services to our customers, overseeing resource management, operational success metrics.
• Champion the quality of technical services, and secure target levels of customer satisfaction.
• Research and implement new initiatives and continuous improvement strategies to drive lower implementation costs while maintaining delivery excellence for our customer.
• Promote employee engagement through management of resources, including attracting, hiring, and retaining personnel.

What we are looking for :

• 10+ years' experience in the Technology Services industry building/implementing software solutions
• Undergraduate or Graduate degree in Computer Science or equivalent
• 3+ years of previous experience scaling and managing high-performing delivery teams
• Strong analytical, problem-solving, and organizational skills
• Excellent leadership, collaboration, organizational, and communication skills
• Ability to deal with ambiguity in a fast-paced, changing environment
• Self-motivated, strong work ethic
• Proven leadership skills and team motivation ability
• Achievements in managing cross-functional professional services teams (e.g., consulting, implementation, pre-sales)
• Highly motivated to improve software engineering processes and operational efficiency
• Experience with projects in the Utilities sector is an asset but not required

Travel : 50% in North America. A valid visa or passport is required.

What we can offer :

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Harris :

Harris is a leading provider of mission-critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been driven through investments in proprietary software and market expertise. We will continue to grow through reinvestment—both in our people and products, and through acquisitions.

About Globys :

Globys engineers and delivers industry-leading B2B portal solutions for major telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Our solutions enable and optimize billing, analysis, and payment processes for telecom devices and expenses, transforming the digital experience for carriers and their business customers.

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