GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

The Director of Services is responsible for overseeing service delivery, ensuring alignment with organizational goals, and leading a high-performing team to enhance customer satisfaction and operational efficiency.

This involves the management of the services department including the Professional services team, the Managed Services team, the Network team and the IT organization.

Requirements:

• Proven experience as an IT Service Director or similar (Technical) leadership role

• 10+ years delivering enterprise infrastructure and cloud solutions, including technologies in the IBM ecosystem

• 5+ years in a senior leadership or director-level role within technical or infrastructure services

• Strong knowledge of IT service procedures and practices

• Excellent leadership and managerial skills

• Strong communication and interpersonal skills

• Ability to handle and resolve conflicts effectively

• Strong problem-solving abilities and attention to detail

• Bachelor’s degree in IT or related field

• Ability to progress activities on multiple tracks in strict timelines (multi-tasking)

• Located close enough to commute 3 days a week to the Toronto HQ

Responsibilities:

Strategic Leadership:

Develop and implement service delivery strategies that align with the organization’s objectives and enhance customer experience.

Define and manage the technical strategy needed to support GHS business initiatives and to deliver on customer commitments.

Work with the Sales and pre-sales team to provide accurate scope and pricing of Service delivery Statements of Work.

Assesses and prioritizes investment in current and emerging IT technologies in all areas of service delivery, including (but not limited to) IBM Power platforms, Power Virtual Server (PVS), IBMi and AIX, Storage, Network, Backup and DR solutions, whether on-premise or on public (IBM) or private cloud.

Team Management:

Overseeing the daily operations of the service department, lead, mentor, and develop a high performing team of service managers and staff, fostering a culture of excellence and continuous improvement.

Promote career growth, expanding expertise and supporting innovation in processes and technologies.

Budget Management:

Develop and manage the budgets for the service department on an annual basis.

Able to assess, build, and control spending by introducing controls and efficiencies.

Stakeholder Engagement:

Establish and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to enhance service offerings and address concerns promptly.

Maintain strong collaboration with Technical Directors, Sales, Finance, PMO and Architects to support the successful delivery and oversight of service projects.

Manage customer escalations and resolve issues in a timely and satisfactory manner, escalating to the EMT when needed.

Coordinate with other departments to ensure alignment with company objectives.

Manage service contracts and assist with negotiations with suppliers and vendors.

Setup and monitor/manage Professional Services (PS) engagements that do not have a PM assigned. Provide the Finance department with hours consumed on a monthly basis, or project completion dates for billing purposes.

Work with the Services team members to resolve internal or personal conflicts and concerns.

Policy Development:

Working with the Risk and Compliance specialist to design and implement policies and procedures that ensure compliance with regulatory requirements and industry standards, safeguarding the organization’s reputation.

Work with the various services teams to develop and maintain policies to ensure consistent, timely and effective service delivery.

Own, implement and improve on company policies that guide on access controls, asset management, and overall health of operations.

Operations Performance Analysis:

Analyze customer feedback and service performance data to identify trends, anticipate needs, and develop strategies for enhancing customer satisfaction and loyalty.

Ensure that service standards and quality are maintained. Monitor and report on Service department performance.

Innovation and Improvement:

Working with the other technical directors, develop ideas for the integration of innovative automation technologies and methodologies to streamline service operations and improve efficiency.

Work with the various team Managers to implement new procedures and systems to improve service delivery and efficiency.

Personal attributes:

• Commitment to Internal and External Customer Succes

• Can-Do Attitude

• Results-Oriented Execution - Results-oriented and execution-focused leadership style

• Sense of Urgency

• Innovation and Continuous Improvement

• Integrity & Trust - High integrity, accountability, and professional credibility

• Strong analytical and problem-solving capabilities

Disclaimer:

The rate for this position is $160K-200K. The rate is subject to change and may be modified in the future.

As part of our hiring process, we use AI tools to support resume screening and candidate evaluation.

**What you'll get:**

Competitive salary

Health benefits (medical, vision, dental)

Life insurance

Pension plan

Professional development

Amazing company culture

Free parking

Gym on-site

Join a team of professionals led by a diverse set of leaders from across the industry.

GlassHouse Systems commitment:

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GlassHouse Systems will accommodate individuals with disabilities through each stage of the recruitment process. Please advise us of any needs when your interview is booked and we will do our best to meet your needs.

Please note that all candidates have to be legally eligible to work in Canada.

Any offer of employment will be conditional upon a criminal record check.

GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.