Director Managed Services

*Will Provide Relocation Assistance* Ashling Partners is at the forefront of the intelligent automation revolution! We help clients improve productivity and employee engagement by leveraging intelligent process automation, RPA, Process Intelligence, data capture/OCR, and Machine Learning technologies. Our team leverages lean agile principles to make automation gains sustainable and a driving force for digital innovation. Founded by business process improvement & technology industry veterans, Ashling Partners values meaningful work for our employees while driving real value for our clients in a sustainable and continuous manner. We will always value progress over perfection. While doing so, we strive to continually build a positive, appreciative, and fun culture for our organization. Find us on the INC Best Workplace list for 2021! Our rapidly growing organization is taking the world by storm, quickly becoming THE global boutique in intelligent automation. We are looking for life-long learners and servant-leaders who are passionate about innovation and the future of work. If this sounds like a place for you, we would love to meet you! What You Will Do: Revenue Growth Drive Managed Services growth through establishing long-term client relationships with a strong focus on helping clients optimize the value that is attained from their Intelligent Automation initiatives and operations. Proactively demonstrate the value that Ashling provides and the return on investment that clients have attained through the Managed Services engagements. Work with Growth Leads and Client Principals to identify and shape opportunities within existing accounts and with client prospects during the sales cycle. Assist with responding to RFI/RFP requests. Develop case studies, participate in webinars and marketing events, and facilitate internal information sharing sessions on best practices. Team & Individual Development Establish and manage a training program to enable new and existing hires to be successful in their roles. Optimize team performance through coaching, training, motivating and modeling the way. Support the recruitment and successful onboarding of new employees. Maintain the expected certification levels for all practitioners. Provide performance feedback and participate in performance reviews. Know the pulse of the team and identify and address any potential issues that may impact employee morale or job satisfaction. Responsible for the career growth of all individuals within the practice. P&L Management Manage practice to the expected services margin target. Attain the expected team billings targets by ensuring team members are being utilized efficiently. Proactively communicate team availability to the internal staffing team and partner with Growth Leads and Client Principals to identify opportunities for team members. Assign practice area development and training tasks when resources are between projects. Operational Excellence Lead the design, development, and execution of efficient Managed Services processes. Focus the Managed Service practice on optimizing the ROI attained by the clients on their Intelligent Automation investments. Establish and maintain service level agreements (SLAs) to ensure the delivery of high-quality services. Identify opportunities to leverage automations and solution accelerators to improve the employee productivity and the execution efficiency of Managed Services engagements. Serve as the delivery coach to the practitioners, work closely with Client Principals to provide engagement governance and to effectively identify and mitigate project risks. Review and approve project estimates and contracts, validate that engagements are set up for success and will achieve the expected return on investment. Identify and create delivery templates, solution accelerators and reusable components to be used in sales and delivery activities. Document and socialize best practices and conduct project retrospectives to feed learnings back into the delivery methodology. Product Ownership Be knowledgeable of the product offering and roadmap for all relevant partner solutions within the Tower. Provide guidance to Ashling and to clients on how best to leverage existing and upcoming capabilities. Ensure team members are trained and enabled on the capabilities developed by both existing and potential new partners. Develop perspective on competitive offerings for both Ashling’s competition and the partner’s competition. Identify opportunities for Ashling to improve market differentiation and strengthen value proposition to clients and partners. What You Will Bring: Consulting experience in Systems Integration Must have a proven track record of leading a Managed Services organization or team that supports multiple clients. Demonstrated ability to mature Managed Services processes and drive automation through technology is required. Experience with ITIL practices is required. Ability to demonstrate past experience in elevating a team or organization from CMM Level 3 to CMM Level 5 maturity. Strong experience in managing Robotic Process Automation (RPA) initiatives is a must. experience or familiarity with Machine Learning and AI Operations Management will be considered a plus. Why Ashling Partners: At Ashling Partners we strive to provide meaningful work in a positive, appreciative, and fun culture for our own team. All firm members are referred to as “Ohana,” the Hawaiian word for family, with regards to extended family beyond relatives. The concept emphasizes that extended families are bound together by a common belief, attitude or purpose and members must cooperate and remember one another. Lifelong Learning - In the intelligent automation space change happens fast, to support that change, Ashling has developed a culture that enables lifelong learners to continuously develop their skill sets Diversity of Thought, Culture, Background & Identity – We build diversity, equity, and inclusion capabilities into all facets of our business to support innovation, creativity, and our global growth objectives Consistently Innovate with Cutting Edge Technology – We offer a continuous model for performance improvement and the opportunity to work with best of breed automation technology stacks Provide Servant-Based Leadership – We believe the leader’s role is to serve the organization, not the other way around Practice Stewardship – We work together as peers, regardless of a person’s formal role or authority in the organization Be Entrepreneurial in Management – We empower people to bring ideas and challenge them with the responsibility to make them successful Offer Open-Book Finance – We give everyone the opportunity to see the books, how we are being measured and what our score is, so they can feel empowered to impact success Provide the Best Service – We may not be the cheapest, but we will deliver the best value to our clients Make Data-Driven Decisions – We are a data-driven organization internally and externally Be a fun place to work - We provide a positive, appreciative, and fun culture What Sets Us Apart: Quarterly book allotment (any book of your choice, no cap!) Uncapped training allotment Quarterly book allotment (any book of your choice, no cap!) Uncapped training allotment Desirable Benefits Package – Holidays, PTO, Medical Insurance, Parental Leave