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.
Position Overview
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.
Key Responsibilities
Enabling sales growth through continued advancement of service delivery capability & quality
Determining SOC strategic priorities & planning for the execution of those priorities
Solving problems that challenge the SOC management team
Guiding & mentoring the SOC management team to enhance personal & team performance
Building enduring relationships with customers & with key leaders at Source
Determining how to best accomplish Company objectives
Defining SOC success & setting associated clear, accountable team goals
Demonstrating strength & conviction to achieve despite obstacles & objections
Continuously improving SOC skills, processes & systems to facilitate rapid growth, add consistency, improve quality, and enhance the service delivery experience
Strategically planning & managing resources & the associated budget
Fostering the Source Support culture to deliver best-in-class services
Constantly improving operational efficiency without compromising quality
Using customer feedback and data analytics to identify Company-wide improvements
Offering regular status updates & planning discussions with senior Company leadership
Acting as Voice of the Customer across the Company
Providing staff feedback through 1:1s, effective use of personal development plans & ongoing mentoring
Ensuring compliance with all regulatory, audit & legal requirements & identifying potential risk issues
Working effectively with peers & stakeholders to negotiate and influence customer improvements
Championing continuous improvement
Performing other duties and projects as assigned
Education & Experience
6-8 years successful strategic, senior Technical Support leadership in a fast-paced, multi-product environment. OEM experience preferred.
Evidence of influential relationship skills at all organizational levels & ability to use these connections to deliver service improvements
Established track record of exceeding targets, KPIs/SLAs, in a quality-led, operationally compliant environment
Bachelor’s degree in Information Technology/Systems, Business Management, or equivalent industry experience. Master’s degree preferred.
Project management experience preferred
Required Technical Skills
Strong familiarity with Salesforce Service Cloud. Minimally capable to build custom reports, graphs & dashboards.
Robust analytical skills with a demonstrated ability to extensively evaluate business processes & workflows
High level of competence with MS Office and MS Visio
Technical aptitude paired with ability & desire to constantly learn new technologies a strong plus
Required Soft Skills
Excellent teamwork aptitude and abilities
Relationship building skills
Continuous dedication to quality
Predisposed to proactive assessment & action
Organizational vision paired with strategic and critical thinking skills
Dedication and tireless focus on customer satisfaction, advocacy, and follow-through
Strong, strategic customer focus with a clear understanding of the wider issues impacting the relevant markets
Goal-oriented with demonstrated ability to motivate and communicate with others at all levels
Organized with self-discipline to work independently, take initiative, and solve problems
Data-driven approach paired with great analytical skills and attention to detail whenever possible
Clear & succinct communication including strong presentation skills
Innovative problem solver
Ability to adapt, juggle competing priorities & thrive in fast-paced, changing environment
Experience, judgment, and urgency to plan & make decisions to accomplish goals
Manage all interactions in a professional & courteous manner
Physical Requirements & Work Environment
Expected to work at Source’s office unless other arrangements have been agreed to
Reasonable accommodations may be made to enable performance of essential job functions
Ability to efficiently operate a laptop is expected
Regularly required to sit, use hands/fingers, speak, and listen
Specific vision abilities include close vision, color vision and ability to adjust focus
Low to moderate noise volume
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Office
3505 Newpoint Place
Suite 450
Lawrenceville, GA 30043
