Position Overview
This role integrates into the client’s environment and gains the institutional knowledge to drive the success of service delivery and client objectives. Incumbents will be experienced in IT solution implementation, resource management, senior management level communication, continuous improvement, and service delivery performance.
What you’ll do at Insight
Work within and integrate into the Client environment to gain institutional knowledge. Build and maintain key relationships both at Insight and within the Client environment. Meet, communicate, and update often with key stakeholders (internally and Client side). Hold internal and Client-facing status meetings that report on performance, issues, and continuous improvement. Utilize Insight's continuous improvement methodology; define and implement continuous improvement opportunities. Develop and submit reports per agreed-upon format and frequencies. Manage contractual expectations such as SLA adherence, scope, and customer satisfaction. Maintain and uphold program and client processes and procedures. Analyze and resolve escalated project issues that have the potential to jeopardize the ability to meet agreed-upon deliverables. Coordinate internal team member activities so that their deliverables are seamlessly integrated and delivered on a timely basis. Provide technical oversight for projects and provide Project Management expertise where required. Resource management (interview, development, utilization, escalation, behavior, and performance); quarterly and annual reviews. Manage and mentor team member performance, including the reinforcement of Insight corporate initiatives. Hold proper knowledge and certifications to handle technical issues escalated by team members. Position requires travel to customer locations (est. 5% - 10%) in the US. Must be able to accommodate a flexible travel schedule and attend meetings/client visits within the assigned geographic territory and other locations as assigned. Build and lead teams in virtual and matrix reporting structures. Make decisions that impact profitability, scope attainment, and/or client satisfaction. High standard of professionalism and trust. Ability to bring order to unstructured environments and processes with a goal to mature the program and solve Client pain. Enthusiastic about assuming responsibility and accountability.
What you’ll need to join Insight
Bachelor’s degree in Computer Science or a related field. Experience may be used in lieu of educational requirements. At least 5 - 7 years of technical and management experience in the IT services field required; and/or equivalent combination of training and experience. Experienced with identifying opportunities to provide solutions to address client needs. Able to develop scope of works and costing models. Ability to understand client policies and the terms and conditions of a master service agreement; understands their relationship to the scope of work. 7+ years of experience in service implementation (projects) and operations of IT solutions with respect to scope, SLA, budget, and client satisfaction. PMP, ITIL, and/or other measurable service delivery credentials. Ability to handle multiple projects simultaneously and efficiently. Experience with formal quality initiatives and change management. Ability to utilize a governance/measurement methodology to report scope and SLA attainment. Assist in development and management of continuous improvement plans and roadmaps designed to mature a program's value and efficiency over the course of the contract. Aptitude for problem solving, being organized, and responsible. Flair for evaluating alternatives and deciding on a plan of action.
Additional Requirements
The role requires onsite presence 5 days a week in Newport Beach, CA. Oversee day-to-day operations for the North America business. Experience in finance is beneficial and may be preferred. Must have the right mindset: upbeat, positive, and client-focused, exhibiting Insight's core values of Hunger, Heart, and Harmony. Previous team management experience is critical, including managing both onsite and remote teams. Handle operations, escalations, and interactions with clients and executives. Must be comfortable in a high-pressure environment and able to handle critical situations without hesitation. Work Schedule: Monday through Friday, typically 8 AM to 5 PM or 9 AM to 6 PM.
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and operate a computer, telephone, and keyboard. Specific vision abilities required by this job include close vision requirements due to computer work. Ability to uphold the stress of traveling. Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e., business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period of time.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.