ECI
Director, Technology Services
ECI is a leading global provider of managed services, cybersecurity, and business transformation for mid‑market financial services organizations. We are looking for a Director, Technology Services (DTS) to drive industry‑leading technology service delivery to all ECI clients within a specified geographical region. This remote position requires occasional travel to NYC (up to 2 weeks per quarter).
The Opportunity The DTS will lead a team of engineers, fostering an environment that emphasizes learning, empowerment, and personal development. You will drive best‑in‑class operational practices, safeguard ECI technology standards and ensure operational efficiency. A client‑centric approach and collaboration are key to improve regional IT services, build strong client relationships, and help increase retention, references, and revenue.
What you will do
Manage and continuously innovate service delivery methods and practices to deliver high‑quality outputs and positive client experiences.
Maintain and improve client experience through timely and comprehensive service responsiveness and proactive processes; contribute to improving CSAT/NPS and renewals.
Develop and present Operations Reviews, covering: top regional clients, key client successes, operational KPIs (utilization, CSAT, capacity & staffing), and examples of innovation.
Formalize technical and operational quality with clients and gather business requirements to implement comprehensive service delivery solutions.
Drive the planning, execution, and documentation of internal technology projects from concept to completion.
Develop frameworks and governance to ensure technical initiatives align with organizational priorities and compliance requirements.
Evaluate emerging technologies and tools for potential adoption within the internal technical ecosystem.
Establish measurable outcomes and success criteria for internal projects to demonstrate business impact.
Collaborate with product and engineering teams to standardize configurations, deployment procedures, and support models.
Continuously assess and refine standards based on client feedback, performance metrics, and evolving industry best practices.
Communicate technical strategies, project progress, and outcomes to senior leadership and key stakeholders.
Mentor team members on technical standards, project execution, and documentation practices.
Act as the ‘voice of the client’ cross‑functionally to ensure consistency across companion services organizations.
Collaborate with the Client Success group and Sales colleagues to support business‑growth relationships and credibility of ECI services.
Proactively establish and maintain relationships with key decision makers among ECI’s most strategic clients.
Collaborate with Services Operations to evaluate systems, processes, tools, KPIs, and dashboards to improve ticketing and service delivery visibility.
Who you are
College/University degree in Technology or equivalent combination of education and experience.
8+ years practical experience in IT services.
3+ years experience managing, leading, and motivating IT professional service teams of 20+.
Knowledge of mainstream ECI technologies in the IT realm, including hosted and cloud‑based architectures.
Impeccable ethical standards and professional presence.
Self‑motivated, goal‑oriented leader focused on positive outcomes.
Exceptionally good interpersonal skills, rapport building, listening, and curiosity.
Ability to propose and debate ideas proactively when appropriate.
Track record of entrepreneurial mindset in business efficiencies and opportunities.
Ability to create strategic, cross‑functional relationships with customers.
Strategic thinker able to develop long‑ and short‑term plans.
Strong technical fluency in IT systems and networking.
Understand client needs and translate them into operational solutions.
Bonus points if you have
MSP or technology consulting experience.
Experience with financial services and/or trading environments.
ECI’s culture is all about connection—with clients, technology, and each other. We offer a competitive compensation package, health benefits on your first day, unlimited PTO, and more. If you’re ready for your best job ever, we’d love to hear from you!
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The Opportunity The DTS will lead a team of engineers, fostering an environment that emphasizes learning, empowerment, and personal development. You will drive best‑in‑class operational practices, safeguard ECI technology standards and ensure operational efficiency. A client‑centric approach and collaboration are key to improve regional IT services, build strong client relationships, and help increase retention, references, and revenue.
What you will do
Manage and continuously innovate service delivery methods and practices to deliver high‑quality outputs and positive client experiences.
Maintain and improve client experience through timely and comprehensive service responsiveness and proactive processes; contribute to improving CSAT/NPS and renewals.
Develop and present Operations Reviews, covering: top regional clients, key client successes, operational KPIs (utilization, CSAT, capacity & staffing), and examples of innovation.
Formalize technical and operational quality with clients and gather business requirements to implement comprehensive service delivery solutions.
Drive the planning, execution, and documentation of internal technology projects from concept to completion.
Develop frameworks and governance to ensure technical initiatives align with organizational priorities and compliance requirements.
Evaluate emerging technologies and tools for potential adoption within the internal technical ecosystem.
Establish measurable outcomes and success criteria for internal projects to demonstrate business impact.
Collaborate with product and engineering teams to standardize configurations, deployment procedures, and support models.
Continuously assess and refine standards based on client feedback, performance metrics, and evolving industry best practices.
Communicate technical strategies, project progress, and outcomes to senior leadership and key stakeholders.
Mentor team members on technical standards, project execution, and documentation practices.
Act as the ‘voice of the client’ cross‑functionally to ensure consistency across companion services organizations.
Collaborate with the Client Success group and Sales colleagues to support business‑growth relationships and credibility of ECI services.
Proactively establish and maintain relationships with key decision makers among ECI’s most strategic clients.
Collaborate with Services Operations to evaluate systems, processes, tools, KPIs, and dashboards to improve ticketing and service delivery visibility.
Who you are
College/University degree in Technology or equivalent combination of education and experience.
8+ years practical experience in IT services.
3+ years experience managing, leading, and motivating IT professional service teams of 20+.
Knowledge of mainstream ECI technologies in the IT realm, including hosted and cloud‑based architectures.
Impeccable ethical standards and professional presence.
Self‑motivated, goal‑oriented leader focused on positive outcomes.
Exceptionally good interpersonal skills, rapport building, listening, and curiosity.
Ability to propose and debate ideas proactively when appropriate.
Track record of entrepreneurial mindset in business efficiencies and opportunities.
Ability to create strategic, cross‑functional relationships with customers.
Strategic thinker able to develop long‑ and short‑term plans.
Strong technical fluency in IT systems and networking.
Understand client needs and translate them into operational solutions.
Bonus points if you have
MSP or technology consulting experience.
Experience with financial services and/or trading environments.
ECI’s culture is all about connection—with clients, technology, and each other. We offer a competitive compensation package, health benefits on your first day, unlimited PTO, and more. If you’re ready for your best job ever, we’d love to hear from you!
#J-18808-Ljbffr