Client Services Director

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Job Summary

Director, Virtual Client Services within the Enterprise Accounts team is responsible for the delivery of end-user tools and design to support the end-user community. This position is responsible for leading multiple teams of different disciplines all focused on the creation and ongoing management of the end user experience. The director will oversee all aspects of software administration and deployment to physical and virtual endpoints as well as automated and manual end-user access provisioning. This includes the creation, deployment, and management of the desktop operating system, patch deployment, as well as the delivery of all local applications to managed endpoints. The role also includes the thin delivery of applications and virtual desktops accessed primarily by, but not limited to, unmanaged devices. Leadership oversight will include User Provisioning (UP), Identity and Access Management (IAM), Desktop Engineering (DE), and the delivery of the Virtual Technology Environment (VDI). Team oversight and delivery of optimal solutions to assure the end-user community has the needed access and tools to perform their role is the outcome of the team's performance. Knowledge of a variety of technology solutions in these areas is key to the role. The leader will also be accountable for the management of a global delivery model with team members providing services to the end-user community via onshore and offshore resources.

Key Responsibilities

Director Virtual Client services will be responsible for, but not be limited to:

• Collaboration across technology teams to assure the new user community has the needed access and tools to perform their role.
• Maintain oversight of the implementation and maintenance of the company-wide desktop management tool which is responsible for end-point imaging, software delivery, and hardware functionality to support company business goals and objectives.
• Maintain oversight of any virtual application and virtual desktop deployments for internal and external use, including external business partners and remote staff.
• Develop performance standards, metrics, and operation procedures within the business line to support SLA attainment and customer satisfaction. Meeting and exceeding SLA performance is expected.
• Develop and analyze data sets using necessary tools to assure optimal performance, including opportunities for automation where applicable.
• Create, teach, and implement processes, tools, and educational materials that enable teams, and customers to understand and interpret data and use the tools to improve productivity. Optimizing customer dashboards to track access readiness for the end user community is expected.
• Understand and support customer SLA measures and impacts on service delivery.
• Facilitate ongoing tracking, trending, and validation of project pool hours to meet the contractual obligations for respective areas.
• Assist in the development of IT strategic plans focused on end-user access and usage of IT deliveries.
• Defines and directs the strategy of the company based on forecasting information from senior management.
• Evaluate analytical and systematic problems of workflows, organization, and planning and develop appropriate corrective action.
• Serve as a change manager and champion for performance improvement initiatives.
• Maintain confidentiality across all business units for projects, associates, etc.
• Coordinate internally with other business lines to create high-performing teams with optimal outcomes.
• Maintain IT system security, interfacing with the System Security Officer, internal/external customers, and business partners as required.
• Manage maintenance agreements and third-party service providers.
• Be mindful of technology cost, budgetary concerns, and stewardship goals.
• Assist in the monthly data preparations to support the Enterprise Accounts governance meetings and follow up actions.
  
  

Skills And Experience

Bachelor’s degree, with a preference in business, technology, or related field OR equivalent experience. (required)

10+ years’ experience with demonstrated success in driving business performance, operational excellence, or compliance.

5 years of management experience required.

5+ years’ experience working for provider-side healthcare IT organizations preferred.

3+ years’ experience operating in a managed service environment (preferred)

Demonstrated skills using:

• Change management practices
• SLA monitoring and management
• ITSM processes and procedures
• Data analysis to drive change
• Excellent organizational skills with excellent attention to detail.
• Must demonstrate and embody Nordic’s maxims.
• Must possess the ability to create and follow technical documents and work instructions.
• Ability to work well with people from different disciplines with varying degrees of technical experience.
• Must possess excellent problem-solving and decision-making skills
• Ability to adapt quickly to changes in the work environment and to alter approaches or method to successfully lead change; reacting well under pressure.
• Proficient with Microsoft Office products and other collaboration tools, including virtual meetings and cloud technologies.
  
  

Additional Details

• Travel will be less than 10%
• Comprehensive knowledge across all areas of business