About the Role

The ideal candidate will lead and oversee a team responsible for seamlessly onboarding new clients to our managed services platform. This role requires a blend of technical expertise, project management skills, team building and a client-centric approach to ensure a smooth transition and set the foundation for long-term client success.

Accountabilities

Onboarding Leadership

• Develop and implement standardized onboarding processes and best practices
• Coordinate cross-functional teams to ensure efficient and effective client onboarding
• Continuously improve onboarding procedures based on feedback and metrics
• Ensure all onboarding projects are completed on time and within scope

Team Mentorship and Development

• Lead, mentor, and develop a team of onboarding specialists
• Conduct regular performance evaluations and provide constructive feedback
• Identify skill gaps and implement training programs to enhance team capabilities
• Foster a culture of continuous improvement and customer-first mindset

Client Relationship and Escalation

• Serve as the primary point of contact for high-profile client onboarding projects
• Build and maintain strong relationships with new clients during the onboarding process
• Collaborate with account managers to ensure a smooth handoff post-onboarding
• Address escalations and resolve complex issues during the onboarding phase

Project Profitability and Resource Scheduling

• Oversee the planning and execution of all client onboarding projects
• Develop project timelines, resource allocation plans, and risk mitigation strategies
• Monitor project progress and ensure adherence to timelines and budgets
• Collaborate with other departments to coordinate resources and expertise as needed

Technology Integration and Deployment

• Oversee the integration of client systems and data into NetCov's managed services platform
• Ensure proper documentation of client environments and configurations
• Collaborate with the engineering team to address technical challenges during onboarding
• Stay current with NetCov's service offerings and technology stack to ensure smooth integration
• Other duties as assigned

Performance Management & Results

• Establish and track key performance indicators (KPIs) for the infrastructure team
• Implement data-driven decision-making processes to improve team efficiency and effectiveness
• Ensure timely delivery of projects and adherence to service level agreements (SLAs)
• Drive continuous improvement in team performance and client satisfaction

Knowledge, Skills, and Abilities Required
• 7+ years of experience in IT infrastructure management, with at least 3 years in a management role.
• Strong technical knowledge of on-premises infrastructure, Microsoft 365, cloud platforms, and operating systems
• Proven experience in managing cloud migration projects
• Excellent understanding of IT service management principles and best practices
• Strong project management skills and experience with relevant methodologies (e.g., ITIL, Agile)
• Excellent communication, interpersonal, and client relationship management skills
• Relevant certifications (e.g., MCSE, AWS Certified Solutions Architect, Azure Administrator) are a plus

Role Logistics
• This is a full-time position
• This position may require travel occasionally for on-site meetings