Director Technical Services

Role Overview

Bobcares is seeking an experienced and results-driven Director of Technical Services to lead technical service delivery, drive business growth, achieve business targets, and oversee operational performance.

The Director will be responsible for aligning technical service capabilities with business objectives, improving service quality, strengthening customer relationships, and driving revenue and profitability. The role requires a senior leader with strong technical services experience, commercial acumen, and the ability to manage multiple teams and deliver measurable business results.

The Director will execute the company's approved business strategy and work closely with the CEO, who retains final authority over major strategic decisions.

Key Responsibilities

1. Business Leadership and Target Achievement

• Take ownership of agreed business targets, including revenue, profitability, and growth.
• Develop and execute business plans aligned with the company's objectives.
• Monitor performance against targets and implement corrective actions.
• Identify opportunities to expand technical services and improve business performance.

2. Technical Services and Delivery Management

• Oversee technical support, server and infrastructure management, cloud and DevOps, software engineering, and related service offerings.
• Ensure high standards of service quality, delivery efficiency, security, and customer satisfaction.
• Improve technical processes, resource utilization, automation, and operational scalability.
• Establish service delivery metrics, SLAs, and performance management practices.
• Ensure effective coordination between technical teams, sales, and other business functions.

3. Business Development and Revenue Growth

• Work with sales and business development teams to achieve revenue targets and acquire new customers.
• Identify opportunities to expand existing accounts, develop new service offerings, and enter new markets.
• Support enterprise customer relationships, commercial negotiations, and strategic partnerships.
• Monitor sales pipelines, contract renewals, and service profitability.
• Drive business expansion in international markets, particularly the US.

4. Financial and Operational Performance

• Monitor service revenue, delivery costs, operating margins, and profitability.
• Work with finance and functional leaders on budgeting, forecasting, and cost optimization.
• Improve operational efficiency and ensure delivery teams operate within approved budgets.
• Identify business risks and implement appropriate mitigation measures.

5. Leadership and Customer Management

• Lead technical managers, service delivery leaders, and cross-functional teams.
• Establish clear performance targets, accountability, and development plans.
• Build strong relationships with key customers and resolve critical service escalations.
• Promote a culture of technical excellence, continuous improvement, and customer focus.

6. Technology and Service Innovation

• Evaluate emerging technologies, including AI and automation, to improve service delivery and business competitiveness.
• Identify opportunities to enhance existing services and develop new technical capabilities.
• Align technical investments and workforce capabilities with customer demand and business objectives.
• Ensure compliance with applicable security standards, contractual commitments, and company policies.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• MBA or relevant management qualification preferred.

Required Experience

• 20+ years of overall professional experience, preferably in IT services, managed services, technical support, cloud infrastructure, or software engineering.
• Significant experience in senior technical leadership