Director, Managed Services

Description

Req ID:25-126

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision yourself at Barracuda

Barracuda is looking for an energetic and experienced Director, Managed Services to lead an a 24x7 organization supporting our production infrastructure. The Managed Services team is responsible for responding to critical alerts from our production infrastructure across internal data centers, AWS and Azure.

In this role you will be responsible for assessing and implementing operating procedures and processes for ensure the delivery of operational excellence to our internal customers. This roll requires a visionary leader who can continue to iterate on process improvement and act as a change agent to drive transformation initiatives within Barracuda.

What you’ll be working on:

• Leadership: Recruit, develop, and lead a 24x7 organization while fostering a culture of customer service, accountability and innovation
• Strategy Development: Develop and execute a strategic roadmap to enhance service delivery, optimize processes, and improve customer satisfaction
• Collaboration: Collaborate with internal teams to understand their technical needs and ensure team readiness to manage upcoming changes and/or technologies
• Performance Management: Establish KPIs for measuring team performance, set clear objectives, and publish results to drive accountability and growth
• Incident Management: Oversee resolution of technical incidents and ensure timely communication with stakeholders
• Training and Development: Identify training needs and provide opportunities for team members to enhance their skills and knowledge

What you bring to the role:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 10+ years of leadership experience in global support or service delivery, with at least 5 years in a leadership role.
• Experience building, leading, and optimizing a 24x7 global NOC, Support or Service Delivery team
• Demonstrated ability to develop a highly process oriented organization focusing on efficiency and customer satisfaction
• Proficiency in implementing change at the team and organizational level in a matrixed environment
• Proven critical thinking, problem solving, and prioritization skills
• Excellent communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

What you’ll get from us:

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda. In addition, you will receive equity, in the form of non-qualifying options.

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