<p>At Ensono, our <strong>Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things</strong><em><strong>!</strong></em> We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.</p> <p> </p> <p>We can <strong>Do Great Things</strong> because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:</p> <p> </p> <p>Honesty, Reliability, Curiosity, Collaboration, and Passion.</p> <p><strong> </strong></p> <p><strong>About the role and what you'll be doing: </strong></p> <p>The Senior Director, Operations provides strategic planning and operational management for large and strategic clients, inclusive of US Sovereign based client. The role is external facing and is responsible for achieving contractual obligations to clients and to drive highest level of client satisfaction. In addition, this position will develop a customer management philosophy that ensures the highest level of customer satisfaction from their staff. They will be responsible for managing and executing projects that have enterprise-wide impact. Building strong partnerships with departments outside of their own will be critical to their success.</p> <p> </p> <p><strong>We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.</strong></p> <p> </p> <p>Responsibilities:</p> <p> </p> <ul> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Ensures operational success against pre-established KPIs and SLAs.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Engages, directs, and develops the Operations team and staff. Activities include leadership development, managing bench strength, succession planning, and developing critical talent.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Leads continuous improvement activities in partnership with business groups and other functional areas.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Leads the development of Operations strategy and roadmaps in alignment with the future vision and delivery standards, integrating Artificial Intelligence (AI) and Automation into day-to-day operations and highest availability of the environment</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Accountable for the targeted P&L profitability of the strategic accounts to be led by the candidate.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Participates in strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems, and best practices as related to the needs of the business.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Develop, implement, and manage reporting of metrics and Service Level Agreements that effectively measure team and vendor performance and are in line with clients’ desired business objective (DBO).</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Responsible for optimizing vendor relationships through contract management, financial and quantitative analyses, and relationship management, to effectively create mutually beneficial opportunities for the company.</span></li> <li style="color: #4a4a4a !important;"><span style="color: #4a4a4a;">Work closely with all teams and business groups to manage customer satisfaction and direct investigation and remediation of service level breakdowns.</span></li> </ul> <p> </p> <p>Qualifications:</p> <p>Leadership Skills: Candidate must be a credible business partner by peers, clients and the IT leadership team. Must have experience working in a matrix environment, can lead and influence others without direct control. Must be able to collaborate cross-functionally and build strong, productive relationships to perform effectively.</p> <p> </p> <p>Management Skills: Candidate must have the ability to manage through their leaders and not around. They will also have the ability to manage up and across the organization as this will be critical to their success.</p> <p> </p> <p>Project Management Skills: Job holder will be required to manage multiple projects at once with the expectation of being on-time, on-budget, and delivered with a high level of quality.</p> <p> </p> <p>Communication Skills: Candidate must be able to convey very technical information in a non-technical manner to a wide variety of audiences. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills and have experience presenting to the executive leadership team.</p> <p