Director of Services

We are Edify, one of the highest-ranked IT companies in Costa Rica and Central America.

We're a consolidated technology services consulting firm specializing in education technology. We deliver unbelievably creative and rock-solid solutions for a wide range of clients, including major corporations, startups, educational institutions, and non-profit organizations.

We help our clients design, build and run some of the most interesting ventures in the industry while promoting a warm, friendly and cooperative culture. Work and life should definitely be balanced, so we're serious about cultivating a great work environment.

Responsible for managing all service-related functions, including project planning, resource allocation, pre-sales support, and project monitoring and control. This role optimizes service operations and technology to ensure successful service delivery to clients while managing all company service personnel, processes, and initiatives.

Roles, responsibilities, and key functions:

• Oversee the Services Department and lead the team in creating an engaging and cohesive employee experience.
• Responsible for all aspects of service delivery, including design, strategy, operations, transition, and service scope.
• Address daily service operations issues such as project estimation and allocation, budgeting, and execution management.
• Participate in the development and management of annual departmental budgets, conducting regular cost and productivity analyses.
• Develop internal and external processes to support service operations goals.
• Ensure implementation of standard operating procedures (SOPs) that support service-based models.
• Monitor departmental performance indicators.
• Design the strategy to meet departmental objectives aligned with the company’s strategic plan.
• Work with the General Manager and other senior executives to fulfill organizational objectives and the company’s mission, vision, and values.
• Achieve overall company objectives in alignment with service initiatives.
• Improve current service offerings to remain competitive within the industry.
• Evaluate the effectiveness of operational and customer-focused services.
• Select optimal service technologies to enhance established business processes.
• Stay current with industry trends and regulations to ensure compliance.
• Identify industry trends that could impact organizational goals.
• Maintain an effective level of business understanding, including objectives, mission, financial position, strategy, competition, technology, and company culture.
• Supervise the department and ensure successful task performance.
• Lead and develop a high-performance team by determining resources, structure, and actions needed to meet departmental goals.

Experience: 

• 3 to 5 years of experience in a senior leadership position in a software consulting or technology services company, with demonstrated success in team leadership and service delivery.

Other skills:

• Cross-functional understanding of financial implications across all areas of the business, including services.

• Strategic focus on risk management related to service delivery.

Academic Background:

• Degree in Industrial Engineering, Business Administration (MBA or related field), or a related discipline.

Language: 

• English proficiency at C1

Benefits:

• 100% work remote from any part in Costa Rica.
• Digital Nomad.
• Monthly Internet connectivity allowance.
• Private health insurance for employees (90/10), 50% for beneficiaries (spouse and children).
• International Health Insurance.
• Marriage leave.
• Bereavement leave.
• Sick days.
• Ergonomic equipment.
• Educational assistance (courses, certifications, books).
• Life insurance for employees.
• $800 referral bonus.
• Personal support through our wellness department.
• Dental insurance.
• Optical insurance.
• Snacks and beverages if you want to work at the office.
• Free Parking.
• Meal allowance if you want to work at the office.
• Flex time
• Our Career Development Manager ensures ongoing, tailored support for each employee’s growth and career progression.

Edify is proud to be an equal-opportunity employer committed to diversity and inclusion. We encourage all candidates to apply regardless of their sex, gender identity, sexual orientation, race, color, religion, national identity, disability, age, medical condition, pregnancy, marital status, family status or any other characteristic protected by law.