Position Summary: The Clarity CTO (CTO) serves as the Director of IT for several small businesses. They lead a team of dedicated support engineers to manage the delivery of outsourced IT functions for several small and medium sized business customers. The CTO is responsible for day-to-day IT operations as well as collaborating strategically with customers to enhance the value of IT to their businesses. Specifically, the DMS will perform service and incident management, problem management, strategic consulting, project management, relationship management, and administrative account management. The CTO serves as the primary point of contact with the customer and has overall responsibility to ensure customer satisfaction. The CTO also utilizes internally shared resources such as project managers, procurement specialists, a 24×7 NOC, HR/Admin, business consultants and technical specialists to assist with service delivery.
Direct Reports and Business Relationships: The CTO reports directly to the Vice President of Operations. Under this supervision, the CTO will work closely with the appropriate members of Engineering, Sales, Accounting and Purchasing, and NetStandardâs executive leadership team to deliver valued solutions and to convey the status of tactical and strategic activities. A dedicated group of engineers report directly to the CTO who will be responsible for their leadership and development.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serves as the IT leader and first point of contact for assigned small and medium sized business customers. Owns customer satisfaction.
- Leads and develops a team of highly effective systems engineers
- Oversees delivery of outsourced Managed IT Services to assigned customers, including break fix, problem management, security posture, change management and risk management.
- Provides strategic IT consulting and thought leadership to assigned customers.
- Implements standards and processes to ensure the effective deployment and implementation of IT assets and resources
- Creates and maintains metrics and communication plans and reports to customers on status, revisions and expected final outcomes of services, projects, roadmaps and budgets.
- Provides project planning, estimates, budgeting, tracking and management.
- Manage procurement activities and vendor/partner relationships for assigned customers
- Works with shared internal resources as required to accomplish objectives
- Handles administrative activities such as timekeeping, billing and service reviews
- Owns the P&L for assigned customers. Prepares internal financial accountability reports.
- Assists with ongoing Sales efforts such as proposals, statements of work, estimates, RFPs, RFIs, subcontractors and vendor coordination.
JOB QUALIFICATIONS AND REQUIREMENTS:
A) Knowledge/Skill/Ability:
An individual must be able to perform each essential job duty satisfactorily. The requirements below are representative of the knowledge, skill and/or ability required:
- Substantial knowledge of current IT solutions in a progressive business environment.
- Knowledge of ITIL or related management frameworks as they relate to the creation of standards and processes
- Ability to interface constructively with a cross-section of business culture, including
C-level and V-level executives, D-level operational and IT managers. - Availability to meet customer requirements as required by customer-defined deadlines, with occasional time outside of normal business hours required to meet deadlines.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Excellent written and oral communication, presentation and facilitation skills.
- Ability to develop and implement communication programs to ensure expectations and deadlines are effectively understood and met.
- Proven ability to meet or exceed client satisfaction standards through timely delivery of quality products and solutions.
B) Education and Experience:
- Bachelorâs degree with an emphasis in MIS/Computer Science, Business Management or related area, or the equivalent through a combination of education and experience.
- 5-7 years of experience in IT infrastructure management with proven team leadership, project/solution planning, risk management, change control and incident management
C) Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- Must be able to sit for extended periods of time, performing work on a computer
- Must be able to periodically lift parcels weighing in excess of 50 pounds.
Job Title: Clarity CTO
Division: Clarity/Managed Services
Location: Overland Park, KS
Reports To: VP of Operations
FLSA Status: Exempt
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