Department/Service Area Director

Summary

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.

Job Title

Director of Department/Service Area

E.g., Director of DevOps, Director of Front-end Services

Expectations

Be polite, yet assertive in owning the service area

  • 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

Cultivate positive external service area interactions

  • 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

Cultivate positive internal service area interactions

  • 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

Regularly participate in career development 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

Nice to Have

  • Actively contributing to Drupal or other open-source projects

  • Coachable leadership and presentation skills

  • Experience providing technical consulting and support