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Director End User Services

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AAA-The Auto Club Group

2021-12-03 07:32:08

Job location Dearborn, Michigan, United States

Job type: fulltime

Job industry: Insurance & Superannuation

Job description

  • Accountable for strategic direction by constantly monitoring customer satisfaction and business needs with supporting roadmap accounting for technology trends. Recommend new projects, operational standards, and customer service procedures in line with strategic direction. Applies continuous improvements to existing processes.
  • Cultivate relationships: Build partnerships and maintain relationships with key IT and business leadership
  • A key leader in leading governance, raising strategic decisions and risks/issues for resolution. Ensure that effective decisions are made at the lowest level reasonable in the organization. Accountable for executing governance decisions. Implement governance structure in partnership with IT Business partners and business stakeholders including people, processes, tools, dashboards, standards, and metrics.
  • Partner with business and IT business partners to create business cases; lead the measurement of value and ROI realized in the course of all projects.
  • Proactive support and crisis management: Responsible to maintain service level agreements (SLAs) and step in to avert escalations. Keep executives aware of any potential issues.
  • SLA and XLA driven operations: Important part of the role is managing day-to-day customer support operations.
  • Program & Project delivery: Lead and coordinate all components of the programs: business process & analysis, systems/solutions, testing, change management & training, program/project management, master data, compliance, business operations resources. Proactively work with implementation partners and internal delivery teams to ensure delivery of services
  • Develops talent: Responsible for development of talent, upskill of resources. Participates in the department process related to the selection, hiring, training, development, coaching, review, and counseling of assigned staff.


Strong focus on End User Services on the Enterprise level for Servers; Laptops; Microsoft 365 and Digital Workspace

Desktop provisioning & support


Managed Mid-Sized Business

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