Job description:
- Onit is looking for a dynamic and strategic leader to lead our post sale Technical Services team.
- As the Director, Technical Services, you will play a pivotal role in leading our global team of approximately 100 professionals across Professional Services team including, business analysts, app builders, report developers, integration engineers, migration engineers and our quality assurance team.
- Reporting directly to the VP of Professional Services. You will be responsible for driving technical excellence, innovation and quality, ensuring operational efficiency, and fostering a culture of continuous improvement within the Technical Services team.
The Role:
- Leadership: Provide strategic direction and leadership to the Technical Services team, fostering a team-oriented and high-performance culture, ensuring that it aligns with overall customer experience goals.
- Team Management: Oversee the performance and development of the team, workforce planning, resource allocation and talent acquisition efforts. Drive the team towards excellence,
ensuring alignment with company goals, and maintaining high morale and service delivery standards within the team.
- Customer Satisfaction: Partner with Customer Experience teams, mainly our Project Management teams, Principle Business Consultants and Business Analysts teams to ensure smooth execution of projects and timely resolution of customer issues and escalations, driving customer satisfaction and retention. Act as a key escalation point for complex technical issues, providing guidance and support to resolve critical customer challenges.
- Process Improvement: Continuously review and improve technical services processes and workflows to optimize efficiency, reduce time to value, and enhance the customer experience.
- Technical Excellence: Drive the development and implementation of best practices, standards, processes and quality all functions that report to you. Collaborate closely with other customer fa
📌 Director - Technical Services (Pune)
🏢 Onit
📍 Pune