The Department/Service Area Director enables people to specialize as a center of excellence leader or domain expert that's accountable for the successful mission of a service offering, industry, domain, or account. Director accountability typically includes meeting marketing, sales, recruiting, and delivery expectations per quality, revenue, margin, team and client satisfaction metrics.
Director of Department/Service Area
E.g., Director of DevOps, Director of Front-end Services
Accountable for defining and executing service area mission and objectives
Validated by creating, critiquing, and revising relevant organization, department, and service area handbook content to include strategy, career, onboarding, and playbook pages
Accountable for defining and meeting service area key performance indicators
Accountable for risk identification and mitigation of service area legal concerns and offering limitations
Accountable for interoperability with other service areas
Validated by leading by example and with integrity
Accountable for defining and executing the service area customer journey
Accountable for identifying service area sales and marketing opportunities
Validated by competitive assessments
Accountable for executing sales and marketing requests
Accountable for consulting on service area sales opportunities, estimates, and proposals
Accountable for defining and executing service area operation standards and best practices
Accountable for defining and executing the service area career journey
Accountable for recruitment, retention, and staffing of service area operations
Accountable for attending and encouraging team member participation in recurring Team Empowerment meetings
Validated by attendance and discussing team-related concerns/suggestions with Team Coach prior to the Team Empowerment meetings
Accountable for at least quarterly service area retrospective and outcomes sharing with relevant people
Accountable for the service area's delivery improvement program
Validated by identified certified technical managers
Accountable for grooming and executing service area backlog
Validated by the regular and reasonable completion, review, or cancelation flow of program and task activities
Accountable for at least monthly conversations, feedback, and recognition for self and managed team members
Validated by 1-1s held, performance management task completion, and Officevibe feedback being acknowledged
Accountable for at least quarterly self and managed team member performance reviews
Responsible for obtaining own relevant role certifications, within a year of accepting this role
Responsible for actively demonstrating Axelerant core values
Actively contributing to Drupal or other open-source projects
Coachable leadership and presentation skills
Experience providing technical consulting and support