ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by
our commitment to empowering our employees around the world.
The Opportunity:
ECI currently has an exciting opportunity for a
Director, Technology Services (DTS) who will drive industry-leading levels of quality Technology Services delivery to all ECI customers within a specified geographical region.
In this role, you will lead a team of Client Technology Managers and Senior Systems Engineers creating a progressive work culture – education, empowerment, safety, and personal development – for all members of their team. Driving best-in-class operational and cost management practices, you will safeguard ECI technology standards and operational efficiency.
Collaboration in this role is paramount to your success. You will collaborate with peers to continuously improve regional IT services practices and be the primary partner to Sales and to the Region’s Services Director on ECI services delivery. You will foster and nurture strong relationships with ECI’s existing clients and positively influence the likelihood of references and revenue growth from both expanded offer/share across the region’s existing customer base, from new-logo and win back customers.
This is a
remote position with travel to NYC up to 2 weeks per quarter as needed.
What you will do: - Manage and continuously innovate service delivery methods and practices delivering high quality outputs and positive client experiences in the performance of technology service delivery tasks.
- Maintain and improve positive client experience through timely and comprehensive service responsiveness and through proactive services processes; contribute to improving CSAT/NPS feedback and higher likelihood of renewals for the Company by ensuring service delivery is a strong positive factor in all clients’ business decisions regarding their choice of ECI as their MSP, MSSP and IT services provider.
- Develop and present Operations Reviews for engineers which will include:
- Top regional clients’
- Key client successes of the Region
- Operational KPI’s including utilization % by role against target, CSAT results, Capacity & staffing level analysis and examples of innovation from your leadership team
- Effectively manage workloads across the team, client needs and balance workloads across regions
- Formalize technical and operational quality with clients and gather appropriate business requirements from clients to be able to implement comprehensive and effective services delivery solutions.
- Drive the planning, execution, and documentation of internal technology projects from concept to completion.
- Develop frameworks and governance to ensure technical initiatives align with organizational priorities and compliance requirements.
- Evaluate emerging technologies and tools for potential adoption within the internal technical ecosystem.
- Establish measurable outcomes and success criteria for internal technical projects to demonstrate business impact.
- Collaborate with product and engineering teams to standardize configurations, deployment procedures, and support models.
- Continuously assess and refine standards based on client feedback, performance metrics, and evolving industry best practices.
- Communicate technical strategies, project progress, and outcomes to senior leadership and key stakeholders.
- Mentor team members on technical standards, project execution, and documentation practices.
- Be the ‘voice of the client’ cross-functionally with the leaders and members of the companion Services organizations - such as GIS (Implementation Services), the Service Desk, Network Operations, & Specialized Services - to ensure that execution of those teams’ services activities is consistent with the high standards established for your region and your direct team.
- Collaborate with your peer in the Client Success group, the Managing Directors and other roles to ensure that delivery quality is a positive factor in their business-growth relationships with your clients; similarly support your Sales colleagues with sales growth efforts, ideally being the ‘voice of credibility’ regarding the levels of excellence that ECI’s services delivery is capable of.
- Proactively establish and maintain relationships with key decision makers amongst ECI’s most strategic clients. Drive high levels of employee participation across your team for applicable Ensure that technological evolution is an overarching characteristic of your workplace mindset.
- Collaborate with the Services Operations team on the evaluation of systems, processes, tools, KPIs, and dashboards that may be under consideration to improve our ticketing (ServiceNow) and services delivery processes and the visibility of relevant data points.
Who you are:
- College/University degree in the field of Technology or equivalent combination of education and experience
- 8 + years practical experience in IT services
- 3+ years’ experience managing, leading and motivating IT professional service teams of 20 +
- Knowledge of all mainstream ECI technologies in the IT realm, including hosted and cloud-based architectures
- Impeccable ethical standards and professional presence
- Self-motivated, goal-oriented and professionally styled leader, oriented towards the positive
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and curiosity
- Ability to propose/debate ideas in a proactive manner when appropriate
- Proven track record at being entrepreneurial when looking at business efficiencies & opportunities.
- Ability to create strategic relationships, cross-functionally and with customers.
- Ability to think strategically and create long and short-term plans
- Strong technical fluency relating to IT systems and networking
- Proven ability to understand the needs of clients
Bonus points if you have:
- MSP or Technology consulting experience
- Experience with financial services and/or trading environments
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the globe, ECI also offers a competitive compensation package, health benefits on your first day, unlimited PTO, and so much more! If you believe you’d be a great fit and are ready for your best job ever,
we’d like to hear from you!
Love Your Job, Share Your Technology Passion, Create Your Future Here!
