Organization/Department: Support Operations Center
Reports To: SVP, Service Delivery
Note: This job description is not a comprehensive listing of activities, duties or responsibilities required. The listed duties, responsibilities, and activities may change at any time with or without notice.
Source’s relentless goal is to provide world-class support to OEM enterprise IT and Healthcare customers by creating undeniable value. The SOC Director is a key strategic & operational leadership role overseeing the development, delivery and continuous improvement of customer services and the strategic evolution of staff, processes, and technology, to deliver key service outcomes in alignment with Company goals and objectives. This role is responsible to identify and develop all culture, process and performance refinements/efficiencies for cost effective, best-in-class service delivery and for leading/developing the SOC team.
Success requires vision & the ability to translate Company strategies to tangible action plans. It is also essential to proactively monitor & guide the SOC toward ever-better performance, especially for newly onboarded customers to accelerate revenue. This leadership role is tasked to analyze data, processes & systems and subsequently recommend improvements to scale our service delivery capabilities while making them less error prone and more intuitive, often with urgency. Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management, and others.
3505 Newpoint Place
Lawrenceville, GA 30043