| Position: |
Technical Director |
| Location: |
Toronto |
| Number of Positions: |
1, Full-Time |
| Apply Online: |
Apply Now |
Role Description:
Tenzing is currently seeking a Technical Director. This position combine the skills of an effective Account Director with the skills of an expert Technical Manager for a large SaaS or Ecommerce provider. Essential to the role is the ability to build and lead Tenzing's Deployment Services team and Technical Account Management team in the proactive delivery of world-class, ITIL-based ITSM. The Technical Director must offer deep expertise and be able to lead the remediation of complex IT problems while orchestrating the participation of Tenzing's service desk, system administrators, and subject matter experts as well as client resources around the delivery of managed hosting services according to the client`s business and technical requirements.
Technical Director's responsibilities include:
- Leading a Deployment Services team responsible for the implementation and Q/A of enterprise-class hosting infrastructures
- Applies expert knowledge of application delivery infrastructures to oversee handoff between sales and operations
- Ensures deployment procedures and policies are in place and fully documented
- Ensures that delivered solution meets Tenzing's quality standards and is delivered on time
- Leading a Technical Account Management (TAM) team with expert knowledge of SaaS and Ecommerce delivery
- Provide appropriate updates and reports to executive, solicits feedback and direction when appropriate
- Ensures collaboration among all departments; fosters great teamwork
- Ensures their staff are challenged and developing their skills
- Actively participates in management and training of their staff
- Participates in product management activities
- TAMs are trusted advisors to their customers and are accountable for:
- Solution Development and Delivery
- Applies significant knowledge of industry trends and developments to improve service to customers
- Easily recognizes system deficiencies and recommends effective solutions
- Suggests alternative technical solutions to meet client business requirements more efficiently
- Manages client interaction and expectations for multiple accounts
- Continually seeks and capitalizes upon opportunities to increase customer satisfaction and deepen client relationships
- Technical Effort Management
- Creates and executes account review, maintenance and remediation plans across multiple customers and revises as appropriate to meet changing needs and requirements
- Keeps customer well informed of status of implementation and support services
- Serves as liaison between technical services staff and clients
- Assists in account renewal and upgrade efforts
- Consistently delivers high-quality services to our clients
- Anticipates clients needs and proposes alternative technical solutions
- Creating and maintaining framework for team to build trusting, collaborative relationships with clients
- Actively participates in managing high risk changes and or incidents with key accounts
- Ensures that we consistently deliver superior technical solutions to clients
- Communicates effectively with key clients to identify needs and evaluate alternative technical solutions and strategies
- Handles difficult client situations directly, using sound judgement and appropriate discretion
- Promotes company through analyst and media interviews, webinars, and podcasts
- Writes white papers on chosen technical expertise
- Easily establishes confidence in clients, prospects, and staff of their expert capabilities, domain knowledge and experience
- Champions continual improvement and effectively manages the implementation of new ideas
- Reinforces team approach and repeatable, measurable methodologies to all problems
- Supports and solicits input from team members at all levels within the organization
Technical Expertise and Experience:
- Strong background in System Administration and Engineering
- Possesses expert knowledge of:
- Enterprise-grade Internet systems architectures (compute, network, storage)
- ITIL best practices for IT Service Management
- Enterprise application development and release processes
- Deep understanding of technical and business challenges related to delivery of enterprise-grade SaaS and Ecommerce solutions
- Minimum 10 years experience in IT Service Management
- Bachelor's Degree required
Compensation
- Competitive annual base salary.
- Annual performance based bonus.
- Standard employee dental and health plan.
- Three (3) week's vacation in the first year.
- Paid day off on birthday.
- Up to three (3) paid personal days off per year.
- Up to two (2) paid volunteer days per year in support of a charity.
- 50% of the gym membership paid (up to $40/month).
- Cell phone or Blackberry (if required).