Randstad IT Delivery Director in Frisco, Texas

IT Delivery Director


Frisco, TX

Date Posted:

Friday, October 7, 2016

Job Type:


Reference #:



Randstad Technologies

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We are looking for a IT Delivery Director to support our internal team.

Must demonstrate and have the following:

  • Significant leadership in a Supplier role providing Service Desk and / or Desk Side support to clients

  • Led a total staff of at least 80 resources including managing managers of staff

  • Ability to influence through written and "slide" communications

  • Strong analytical background and able to cut data to tell a story

  • Able to work across several different high priorities - must be able to lead in a broad role while being accountable for results

Randstad s Technology Support Solutions (TSS) is responsible for the successful delivery of industry leading client engagements related to Service Desk, Call Center, Desktop and Mobile support managed services. This senior level Director position is responsible for ensuring service excellence across all assigned TSS engagements, with a strategic focus on Service Level Agreements and contract adherence, client satisfaction, continuous service improvement, profit optimization, expansion of services, and cost containment.

This role will oversee client engagements and staff from various locations domestically. Viable candidates will have significant IT support experience at a Senior Manager or Director level, and will have managed multiple concurrent engagements both directly and indirectly through subordinate Service Delivery Managers/team leaders. Experience in leading a Service Desk and / or Desk Side Support teams are a requirement.


  • Position location is flexible and will be jointly agreed upon

  • Remotely oversee multiple high profile/high revenue/high profit client site engagements

  • Demonstrate mutually beneficial partner relationships with clients

  • Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability

  • Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and client satisfaction

  • Develop senior level relationships with clients, championing business expansion and renewal

  • Identify new business opportunities and work with Solution Development, National Delivery Director, and others on validating pricing and Statement of Work (SOW) development

  • Regularly conduct formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, action plans, change management, and new opportunities

  • Champion the Continuous Service Improvement program which includes the analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues

  • Serve as an escalation point for client and personnel issues

  • Provide training, guidance and mentoring to Service Delivery Managers in industry best practices as well as company policies and procedures

Work with Service Delivery Managers:

  • In the selection of staff

  • To resolve client issues:

  • Determine the nature of the issue and its impact to client satisfaction

  • Determine compliance to the details of the Statement of Work

  • Determine the action plan to resolve issues

  • Manage negotiations with the client on Statement of Work, engagement scope, and/or terms modification

  • Obtain formal agreement on the action plan, and assign as necessary

  • Effectively manages Service Delivery Managers and other direct reports:

  • Full HR management responsibility, including hiring, coaching, counseling, performance reviews, etc.

  • Establish training and certification needs

  • Assist with career planning and personnel development

  • Promote team building and resolve personnel issues

  • Develop, implement, and measure retention programs for SDMs and engagement staff

  • Assist Service Delivery Managers with weekly forecast reporting and ensure forecasts are submitted on schedule

  • Review actual revenue and cost with Service Delivery Managers and report variances, following established procedures

  • Develop, implement and monitor Employee Recognition programs

  • Implement and measure compliance with TSS and ITIL Best Practices where applicable

  • Collaborate with sales teams, recruiting teams, peers and other company leadership

  • Partner with Account Executives and Branch Management to:

  • Profitably grow the business

  • Keep apprised of customer changes and business needs

  • Share operational successes and opportunities information

  • Include in quarterly quality review meetings

  • Serve as a TSS resource to the Branch team

Exp/Skills needed:

  • Graduate of an accredited college or university or equivalent business experience

  • Minimum ten years IT Support Management or Client Engagement experience in a multi-location environment

  • Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications

  • Significant experience in IT support organizations, especially IT Service Desk or related end user support operations

  • Approximately 25%+ travel is expected

  • Significant experience and familiarity with Service Desk/Desktop operations and KPIs

  • Minimum five years experience managing budgets

  • Experience working in an outsourcing environment

  • Experience building and managing multi-level teams (i.e., a manager of managers)

  • Strong teamwork, leadership, and employee motivational skills

  • Demonstrated analytical and problem solving skills

  • Ability to effectively communicate with all levels of the company, clients and other contracts

  • Excellent organizational and follow-up skills with strong attention to detail

  • Excellent verbal and written communication skills

  • Outstanding customer management skills

  • Broad based IT operations experience including knowledge of Help Desk, Desktop Support, Data Center, Network, Telecom and other associated IT Services

  • Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment

  • Extensive understanding of Service Desk metrics and Best Practices; ability to utilize metrics to identify opportunities for training and process improvement

  • Extensive experience in report development, presentations and trending analysis

  • Understanding ITIL practices, with certification preferred

  • Demonstrated experience in continuous improvement initiatives, root cause analysis and project management

Please connect with Mary Earl for immediate consideration.

Mary Earl

Technical Recruiter- Solutions

Randstad Technologies

3011 Internet Blvd

Suite 300

Frisco, TX 75034

T (214) 445-5793


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