Director, Technical Services

Director, Technical Services

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 analytics, 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 collaborative 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 Busienss Analsyts 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 facing teams to ensure the delivery of high-quality, consistent, scalable, and innovative solutions to meet customer needs. Champion a culture of innovation and continuous learning, encouraging experimentation and exploration of emerging technologies and methodologies.
• Operational Efficiency : Optimize service delivery processes and workflows to enhance efficiency, scalability, and customer satisfaction. Implement metrics, KPIs, and performance indicators to monitor and measure the effectiveness of Technical Services operations. Identify areas for improvement and drive initiatives to streamline operations, reduce costs, and improve overall service delivery.
• Cross-functional Collaboration : Collaborate with other Customer Experience teams and other functional departments, such as Product, Engineering, Sales, and Marketing, to align Technical Services initiatives with broader company objectives and drive customer feedback into product improvement. Serve as a trusted advisor to senior leadership, providing insights and recommendations on technical trends, market opportunities, and competitive threats.
• Global Coordination : Coordinate Technical Services efforts across multiple geographies to ensure “follow the sun” coverage and a seamless global customer experience.

Requirements :

Education :

What We Offer :

If you are a dedicated, results-driven leader with a knack for technical problem solving and a passion for customer satisfaction, we encourage you to apply for the Senior Director of Technical Services role at Onit!

About Onit :

Onit is a global leader of enterprise workflow solutions for legal, compliance, sales, IT, HR and finance departments. Our solutions transform best practices into smarter workflows, better processes, and operational efficiencies. With a focus on enterprise legal management, matter management, spend management, contract management and legal holds, we operate globally and help transform the way Fortune 500 companies and billion-dollar legal departments bridge the gap between systems of record and systems of engagement.