Milestone Technologies, Inc.

  • Service Delivery Executive - Infrastructure

    Job ID
    2019-8367
    # of Openings
    1
    Category
    Corporate
    Hire Type
    Regular Full-Time
    Job Category
    Network Engineering / Network Administration
  • Overview

    Service Delivery Executive (Business Service Owner)

    Overview

     

    Milestone Technologies is a top provider of IT support services and shared services for leading internet, social media, enterprise software, and biopharmaceutical companies. These customers are household names and Global 50 players – an impressive logo list!  Milestone enjoys stable recurring revenue from this elite installed base—and is growing quickly both domestically and internationally.  They are headquartered in the Bay Area and serve clients globally. Milestone’s Business Services include Contact Center, Business Process Management, Infrastructure Operations [Network and Data Center], Applications Support Operations, IT Professional Services and others.


    Historically Milestone was an IT staffing company – labor intensive and (compared to today) low margin. But with a private equity investor, H.I.G., taking ownership in August 2015, the company has added a new leadership team (CEO, COO, and CFO) and a broader vision. Between the CEO and COO (Nelson Eng and Doug Tracy) they have 50 years’ experience in IT Services, Systems Integration, Enterprise Software and Strategy Consulting. They were colleagues at CSC and reconnected to take the helm at Milestone ~18 months ago.
     
    The mix of services is changing at Milestone and becoming more sophisticated. While preserving the base of on-premise labor services, Milestone is adding remote (off-premise) services and more holistic managed services.  These new services allow Milestone to not only provide talented labor, but also innovative, proprietary processes and best-in-class technologies. With these new services, Milestone expects substantial growth at higher margins.  For example:

    • Milestone has forged an alliance with IPSoft , utilizing both its Autonomic IT Management Platform (IPcenter:  https://www.ipsoft.com/ipcenter) and its AI platform for “virtual customer service” or “digital labor”, Amelia: https://www.ipsoft.com/amelia/
    • Milestone recently opened a Shared Services Center in Phoenix, Arizona for off-site services (IT Service Desk, Contact Center, and Robotic Process Automation based Business Process Management)
    • Additional discussions are ongoing with other AI and innovative technology vendors to increase the partnership base as well as formulate new service offerings

     

    Milestone is seeking outstanding Service Delivery Executives to help drive profitable growth, especially in new service offerings. The role will assume the overall leadership of Service Design, Service Delivery, Financial Management, and Customer Engagement within a selected Business Service (Contact Center, Business Process Management, Infrastructure Operations [Network and Data Center], Applications Support Operations and others).

    Responsibilities

    Responsibilities

    • Developing a strategic perspective of the services based on multiple levels of detailed operational information
    • Maintaining a holistic view of the Business Service and delivering committed results
    • Reporting on revenue and gross margin status, in addition to other financial measures defined for customer engagements
    • Client program planning, development, and evaluation in their respective area of focus (Business Service)
    • Maintaining documentation and process specific to the customer engagement
    • Building high performing teams, that operate with a culture of customer centricity
    • Ensuring that Service Offerings adhere to Milestone’s management processes
    • Ensuring that Service Offering Owners (direct reports of Business Service Owner or Service Delivery Executive) address the following specific to their service offering: service levels, security, availability, continuity, capacity, compliance, and accessibility, and ensure they design teams for the offerings that are aligned to the necessary culture to successfully deliver on service commitments
    • Building strong partnerships with Milestone’s corporate functions (HR, Recruiting, Operational Excellence, Marketing, Product Development, Finance, Sales, etc.)
    • Partnering with Marketing to gather a good understanding of the market; building awareness of changes in customer climate that impacts service demand; leveraging partnerships with external technology companies to develop new and refine existing Service Offerings to align with market trends
    • Contributing to Service Portfolio reviews and assessing needs for realignment of strategic direction as applies
    • Other duties as assigned

     

    Qualifications

    Qualifications

    • Minimum of ten years progressive responsibily for Service Delivery, with full P&L responsibility for a portfolio of at least $10M
    • Five years experience working for a Commercial Service Provider to external customers (not a Captive Service Provider)
    • Capability to create a strategic business plan while delivering on operational and financial results for their respective Business Service
    • Ability to prioritize tasks and projects to align with strategic objectives and business goals
    • Excellent problem solving, communication, and organizational skills
    • The ability to effectively collaborate with Internal team members, as well as external client team members
    • The capacity to lead & deliver operational excellence with a focus on service management and DevOps approach to achieve agility, speed, scale and efficiency
    • Possess a solid foundation in concepts related to technologies and operations in their respective Business Service (Contact Center, Business Process Management, Infrastructure Operations [Network and Data Center], Applications Support Operations and others)

     

    Education

    • S. in Business, Information Systems or other relevant degree is preferred; Advanced relevant degrees (MBA, etc.) are a plus
    • ITIL, PMP and other relevant industry certifications are a plus

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.