Value Stream Manager, Client Strategy

Department: Professional Services

Employment Type: Full Time

Location: Napa

Compensation: $115,000 - $165,000 / year

Description

Want to be a part of a fast-paced growing MSP that is fiercely committed to helping others thrive?

A career with an IT Managed Service Provider (MSP) is a challenging thing, but also extremely rewarding! It’s fast-paced, like drinking from a firehose, but this gives you a tremendous opportunity for hands-on experience with the newest platforms and a range of unique environments. At all times we have each other's backs and want you to succeed and thrive. We know our most important assets are PEOPLE like you, and we’re looking forward to having you meet our team!

Life at Endsight is about finding fulfillment for ourselves by fiercely committing to helping others thrive. We work for our clients and our colleagues with an ambition to pursue “excellent customer experiences at EVERY opportunity.” Our vision is to be a lot like a great university - a place where employees come, make lifelong connections with other incredible people and go through intense personal and professional growth; a place where the best people in the industry come to be treated with respect and are given the opportunity to do meaningful work.

Benefits:

• Medical: Company pays 100% of the base plan for the employee and family
• Dental & Vision
• 401(k) with employer matching
• Accrued Paid Time Off
• 9 Paid Holidays
• Career Pathing
  
  

Purpose

The Client Strategy Value Stream Manager (CSVSM) is responsible for the processes and procedures that support the fulfillment and execution of delivering World-Class Strategic Roadmaps, budgets, QBRs and consulting for our nearly 400 Managed Services clients. They drive innovation, continual improvement, and own the long-term strategic direction for our Client Strategy delivery area. They are a member of the Operations Managers Group and work closely and collaboratively with other managers and team members to drive improvements and deliver value for our clients.

The Client Strategy Value Stream Manager reports to the VP of Operations and is key member of the Management team.

Responsibilities

Strategic Direction

• The CSVSM owns the strategic planning and direction of the Client Strategy delivery area including:
• Annual collaboration in the development of Endsight corporate 3-to-5-year strategic plan
• Develop and maintain a 3-to-5-year strategic plan Client Strategy that aligns and supports Endsight’s strategic plan
• Create a 1-year plan that aligns with the 3-to-5-year strategic plan, supported by quarterly rocks and monthly milestones to drive progress and improvements
• Collaborate with other Value Stream managers, General Managers and Centralize Services Managers to ensure service delivery and corporate alignment
  
  

Leader Standard Work

• Maintain existing and continue to develop BI / Dashboard reporting to drive performance, highlight areas for focus and improvement and drive attention to areas that require attention or improvement
• Maintain and continue to develop the daily standard work and training framework for Technical Account Managers, Onboarding/ Offboarding engineers and Inside Technical Account Managers
• Participate as needed in interview process for open CS job reqs
• Lead weekly CS Value Steam meeting – focus on updates to Standards, new and or updated processes, learning and development, driving continual improvement, etc
• Participate in weekly Operations Manager’s meeting
• Inspire the highest level of customer service and support
• Ensure adherence to operational processes through Gemba and making work visible
• Assist as an escalation, coaching and mentoring resource
• Directly Manage 2 onboarding engineers and 3 Inside Technical Account Managers, including recurring 1:1s, career development plans, performance reviews and annual reviews.
  
  

Continuous Improvement

• Target 20% of time at the “gemba” – observing work being performed to best understand current state.
• Maintenance and development of Problem Registers
• Development of Lean capabilities throughout the organization enabling problem solving at all levels at Endsight
• Embodying and evangelizing core Lean values such as “blameless”, leading with curiosity, and necessity of surfacing and celebrating problems as prerequisites for improvement.
• Participate in Lean coaching, training, and continuing education.
  
  

Position Requirements

Formal Education & Certification

• A Client Strategy Value Stream Manager requires at least a bachelor's or master's degree with qualifications in computer science, electrical engineering, telecommunication engineering and information technology and related fields.
  
  

Knowledge & Experience

More than 6 years' experience including:

• MSP experience in multiple service delivery areas (i.e. NOC, Projects, Support, Client Strategy, Executive Leadership)
• MSP Project fulfillment and project management experience
• Proven track record of driving Customer Satisfaction and retention (NPS, CSAT, Attachment targets, etc)
• Experience with NIST and / or CIS controls
• Lean, SixSigma, TQM or other continues improvement framework
  
  

Personal Attributes

• Excellent leadership qualities
• Demonstrated history of successfully leading teams
• Excellent skills in developing processes and procedures
• Excellent oral communication skills, writing and presentation skills