Client Services Director

Athena Cloud (Toronto ON, Canada) 26 days ago

General Summary:

Athena Cloud operates a world class 24x7 Command and Control Centre (C3) comprised of network operations (NOC), security operations (SOC), enterprise management (EMC) with call center capabilities for a variety of public sector and other enterprise class clients. We operate as a cloud and managed services provider for complex private and hybrid cloud and infrastructure services for large scale deployments. The C3 and call center encompass employees spanning from Level 1 to Level 3 support functions. Our clients count on these functions to provide them effective support for their critical line of business systems around the clock, 365 days a year.

This position is responsible for the overall strategy and effective management of our client-centric C3 and call center. Major activities include systems monitoring, 24x7 client service, support, and ownership of escalations. Establishing and operating an ITIL / ITSM based practice is a large part of this role’s responsibility. Develops a high performing team of leaders to effectively operate a 24x7 operation. Ensures that Athena Cloud’s C3 and Call Centers are structured and staffed appropriately and can deliver the type of world class service our clients expect from us.

Flexibility, a sense of urgency, ownership, and accountability are key to this role’s success. The desire to put the client first and to drive for root cause to remove problems & incidents from our client’s environments are paramount. This position requires both strategic leadership and day to day tactical expertise with a willingness to pitch in and do what's needed in a dynamic and fast-paced environment.


Principal Duties and Responsibilities:

  • Provide effective leadership to the staff to create a highly engaged, high performance team
  • Ensure the team effectively manages client and internal incidents. Prioritizes work, allocates resources, removes roadblocks & escalates as necessary to meet SLA
  • Owns & manages all aspects of IT Service Management including incident, problem, and change management
  • Continuously assesses ITSM processes and their alignment to Athena Cloud’s needs as the organization and products change. Makes proactive changes to the processes to ensure fit for purpose.
  • Proactively communicates and promotes services of this group to ensure alignment with other functions to eliminate duplication of effort
  • Oversees the support of client implementations and provide early life support
  • Recruit, manage, coach and mentor the department managers reporting to this position
  • Ensure that client and critical internal systems are monitored and supported. Coordinate with the Engineering and Architecture teams to ensure that all systems operate at peak performance
  • Ensure accurate metrics for workflow ticketing application used to track all Operations activities, using the metrics for efficiency evaluation and resource planning
  • Manage and coordinate disaster recover and business continuity efforts for the C3
  • Manages Severity 1 incidents and drives communications with external parties impacted by the incident
  • Support the company’s commitment to protect the integrity and confidentiality of systems and client data
  • Recruit, manage, coach and mentor the department leaders reporting to this position
  • Ensure accurate metrics for workflow ticketing application used to track all internal and customer system activities, using the metrics for efficiency evaluation and resource planning
  • Must be willing to travel 2 weeks per month

Knowledge, Skills and Abilities Required:

  • Able to act as an ITIL / ITSM evangelist and capable of establishing a supporting practice in a large C3/ Call Center environment
  • SLA creation and management experience
  • Metrics driven management in a large-scale operation
  • Flexible schedule and the ability to work occasional late/early hours as needed
  • Solid Project Management Skills
  • Ability to align peers and stakeholders on common objectives, ensure adequate funding, prioritization & resources to deliver program success & strong end user adoption
  • Ability to anticipate challenges, plan for solutions and garner the support needed to make deadlines
  • Demonstrated ability to meet tight deadlines and flexibility to change priorities
  • Proficiency with Microsoft Office applications (Word, PowerPoint, Excel, Outlook, etc.)
  • Proven ability to work closely with a diverse group of executives and customers
  • Must be a self-starter with little need for day to day guidance
  • Ability to analyze problems and multiple alternate solutions to be able to quickly make decisions
  • Excellent listening, organizational and verbal/written communication skills
  • Ability to maintain confidentiality
  • Ability to enjoy administrative work
  • Ability to efficiently plan, organize and implement work priorities
  • Strong detail orientation, analytical and general business skills
  • Ability to communicate effectively with senior management, employees, vendors and customers
  • Excellent written and verbal communication
  • Ability to develop practices, workflows, policy, and technical documentation


Required to travel and reside in Nassau Bahamas at the discretion of the Company.

More from Athena Cloud
Human Resources (HR) Manager
Athena Cloud 6 days ago
Executive Assistant to CEO
Athena Cloud 17 hours ago
Sales Executive
Athena Cloud 3 days ago

Node Developers - NodeJS, ReactJS

Apply On Company Site
Back to search page