IT Director, Client Services
HF Sinclair
- Dallas, TX
- Permanent
- Full-time
- Directs the organization's client service team leads and their assigned staff, overseeing their daily activities and ensuring adherence to the operational and service delivery model across end-point engineering, ITSM, and network management.
- Leads in creating strategy and managing client services for the organization's clientele, focusing on providing excellent service in areas such as communication, issue resolution, and relationship management within end-point engineering, ITSM, and network management.
- Provides guidance, coaching, supervision, training, and regular performance reviews for direct reports, as well as oversight for the direct reports of leads in the client services organization across all service areas.
- Provides tier 1 to 3 technical support to clients, addressing their inquiries and technical issues effectively and efficiently across end-point engineering, including VDI, ITSM, and network management.
- Oversees and ensures proper operational support for all aspects of technology that support client services, including communication platforms, VDI infrastructure, ITSM platforms, and network management systems.
- Responsible for architecting and implementing the organization's client service strategy to align with overall business goals and objectives, encompassing end-point engineering, ITSM, and network management.
- Collaborates closely with the executive leadership team to develop and implement long-term strategies for client services and customer satisfaction across all service areas.
- Develops materials and provides guidance to personnel and clients as required, ensuring a high level of understanding and proficiency in utilizing the organization's services in end-point engineering, ITSM, and network management.
- Develops and oversees client service preventative maintenance programs to ensure the continuous improvement of service delivery and client satisfaction across all service areas.
- Develops and maintains client service level agreements based on clients' needs and requirements across end-point engineering, ITSM, and network management.
- Ensures that client service systems and platforms are up to date with current versions, patches, and service packs, maintaining vendor supportability across all service areas.
- Provides strategic input regarding client service architecture, policies, governance, controls, and compliance as a key member of the executive leadership team across end-point engineering, ITSM, and network management.
- Facilitates and documents updates to client service processes and procedures as defined by the executive leadership team across all service areas.
- Participates in regulatory compliance audits and resolution efforts, collaborating with internal and external stakeholders as needed across end-point engineering, ITSM, and network management.
- As needed, coordinates the relocation of technical equipment to and from client locations across all service areas.
- Develops appropriate disaster recovery strategies and capabilities for client services, contributing to the organization's overall business continuity plans across end-point engineering, ITSM, and network management.
- Oversees the financial management of the client services department, including planning the annual operating budget, forecasting monthly expenses, planning capital projects, and creating financial models for proposed expenditures across all service areas.
- Experience with infrastructure, platform sizing, consolidation, tiered and virtualized storage, automated provisioning, infrastructure cost reduction, thin provisioning, end-point engineering, including VDI, ITSM, and network management.
- Knowledge of storage capacity planning, storage area network (SAN) planning, network-attached storage (NAS), partitioning, architecture, design, data migration, synchronization technologies, and file systems.
- Performance Tuning, Clustering Design, High availability Architectures, Virtualization Server, Storage, Desktop, Network; Reducing Sprawl, Optimization, Redesign, Consolidation, Co-location.
- Server, Storage, and Database Infrastructure-Based Processes: Monitoring, Capacity Planning, Performance Tuning, Asset Management, Disaster Recovery.
- Experience in planning and managing OPEX budgets above $10MM
- Experience in proposing and justifying capital projects in financial and technical terms focusing on business value and return on investment principals