Regional Service Director - US West

WHO WE AREAVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.What You’ll DoThe Regional Services Director is a member of AVI-SPL’s senior service management organization responsible for direction and oversight of service-related activities within the assigned geographic region. This position is accountable for Service financial performance within the region specifically focused on gross margin performance and world class customer satisfaction.This role is also responsible for driving policy implementation and oversight, completion of specific objectives as directed by the Regional and LOB SVP/VP and focus on targeted initiatives to drive change management within both the Service LOB and regional branch offices.Day-To-Day ResponsibilitiesPartner with Regional SVPs/Executive leadership to develop and implement continuing growth strategies.Proactive management of service operations leadership (Regional Service Managers) and their respective team members (Field Service and Onsite Managed service staff) to ensure achievement of business performance targets and standards taking timely action, as necessary, to make sure targets are achievedLead regular 1:1 meetings with service leadership as well as other company leaders to develop, implement, and monitor strategic plans and ensure alignment around organizational goalsDirect engagement in regional budgeting and business plan development to ensure goals and objectives are aligned with corporate directivesManage and drive financial accountability to Regional Service Managers around gross margin performance, cost containment, customer satisfaction, resource utilization, and other key financial reporting and metrics to ensure annual AOP targets are achieved. This includes working with Revenue and Sales Operations to ensure cost and revenue alignment. As required, review/approve new contracts and amendments as they pertain to service delivery obligations.Ensure adoption and implementation of core processes, tools and operational policies necessary to drive better delivery, consistency and standardization across the regionsProvide input to Service LOB leadership on best practices and operational efficiencies to enhance delivery, profitability and client satisfaction. Partner with SVC LOB leadership to ensure the desired Customer Experience is being delivered. Work with global shared services to ensure service is delivered to expectations. Work with other RSD roles to ensure the experience is consistent across regions / theaters.Meet with key clients, assisting leadership and personnel with maintaining relationships to ensure a high level of client satisfaction from a service delivery perspectiveDrive improved client satisfaction scores thru lessons learned process and corrective measures to address both passive & detractor customer service scoresGuide service management with resource planning and staffing needs in alignment with demandFoster an environment that rewards accomplishment and encourages the advancement and retention of productive employeesTravel to regional offices to directly interface with service, sales, and operations leadership and team members on an as needed basisOther duties assigned as neededWHAT WE’RE LOOKING FORAbility to lead with confidence and create alignment amongst various departments within theorganizationCreation of a positive and accountable team environment to attract and develop staffAbility to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasksAbility to understand and leverage existing company systems to provide solutions to the business and recommend new systems when requiredProven ability to significantly contribute toward or lead service initiatives with a results oriented approachAbility to build internal and client facing relationshipsDemonstrate leadership and management skills in a team-oriented, collaborative environmentExceptional strategic thinking and structured problem-solving skillsExcellent presentation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers, Manufacturers and Third-Party Service ProvidersProficiency in various business productivity systemsAbility to balance multiple tasks with changing prioritiesAbility to negotiate conflict and maintain constructive working relationships with people at all levels of the organizationSelf-starter capable of working independently and ensuring deadlines are metExcellent communication and interpersonal skills, both verbal and writtenProficient with Microsoft Office (Word, Excel, Outlook, etc)Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standardsNice-To-HavesMinimum of a 4-year degree or comparable industry experience is required5+ years service management experience required5+ years in a leadership role (direct or indirect)Extensive experience developing and implementing business processes and streamlining service operationsDemonstrated experience understanding and executing operational strategies and processes, resulting in exceeding business targetsProven experience supporting strategic growth, training, and development of service professionalsWHY YOU’LL LIKE WORKING HEREMedical benefits, including vision and dentalPaid holidays, sick days, and personal daysEnjoyable and dynamic company cultureTraining and professional development opportunitiesMore About UsAVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law.AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.Pay TypeMin BaseMax BaseSalary$157k$208k

Created: 2025-09-06