Manager, Service Analytics

Norwalk | Rochester

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.

The primary objective of the Manager, Service Analytics is to oversee and lead a group of Service Analysts in Process Optimization and Usability improvements across the Datto product line. In addition, you will develop a standardized process for cost impact analysis that will help drive efficiencies and product roadmap.

A Look Inside the Job:

Your job is to lead a team of Service Analysts and build a process for Optimization and Usability of our products, support process, and partner interactions. You will work with Product and Engineering teams to identify (using data-driven analysis) the problems that affect the quality and experience of our product and partner interactions. You must also have the ability to communicate this data-driven approach and influence your stakeholders and peers towards implementing changes with the biggest return on investment for Datto and our Partners. Your focus should be to structure and institutionalize procedures and functions for a working Service Analytics team for Datto products under Datto’s ITIL philosophy.

You will need to work closely with internal leaders to map out workflows, remove waste and low-value activities, and improve overall processes. You must possess a high attention to detail, be flexible, and have a strong desire to develop and improve broad company wide processes. 

Team Mission

We act on these values:

  • Improve, and advocate for the customer experience using Datto products and services.
  • Reduce total cost of ownership for those who rely on our products to run their business.
  • Reduce internal cost of support for Datto, so we can provide quality services at scale.

Your main responsibility will be to design, develop and oversee the creation and maintenance of a standardized process for:

Process Optimization and Usability

  • Single mission focused 
  • SCRUM-like approach
  • Product agnostic
  • Collaborative group effort
  • Quarterly focused and goal oriented
  • Quarterly impact reviews to stakeholders

Discovery (Ongoing Process)

  • Interpreting Support volume
  • Monitoring for anomalies and patterns
  • Attributing drivers to cost
  • Process, product, and behavior focuses

Investigation (3 - 2 week sprints)

  • Target reduction and acquisition 
  • Root-cause analysis and corrective actions
  • Target effort sizing
  • Lateral impact

Justification (1 - 2 week sprint)

  • Aggregation of investigative findings
  • Cost impact analysis (Cost of support / Cost of ownership)
  • Level of effort (LOE)
  • Areas of effort (AOE)

Collaboration (2 - 2 week sprints)

  • Buy-in, commits and timelines from AOEs
  • Approach bespoke to process, product, or behavior targeted
  • Close loop on solutions

Measurement (Ongoing Process)

  • Regular baseline soundings for defined buckets across products
  • Measurement and reporting on past initiatives against baselines
  • Account for both Support and SRE metrics

Additional responsibilities:

  • Lead a team of Service Analysts while managing their growth and development.
  • Work closely with cross-functional teams in managing all projects from inception to completion.
  • Manage resource management, cost management as well as quality and risk management.
  • Make certain all goals and metrics are outlined properly for team members.
  • Supervise all timelines of projects.
  • Train, develop, motivate and discipline subordinates, as necessary, to meet established goals; review and appraise their work performance
  • Schedule and perform regular, recurring 1x1 meetings with direct reports and provide continuous feedback on their performance throughout the year.
  • Define and review Support. Product, and Engineering metrics on a regular basis to illustrate goal achievement and identify areas for improvement
  • Travel regularly to core Datto offices as well as attend industry events that are pertinent to the role/company.
  • Establish and mature peer relationships in and outside of Datto.

About You:

  • Bachelor's degree
  • Experience leading project management teams.
  • Expert conflict resolution skills.
  • Success in managing and mentoring the growth of direct reports.
  • Strong written and verbal communication skills.
  • PMP/ITIL certified
  • Expertise with data analytic tools such as Tableau, Excel, SQL
  • Experience with ticketing systems such as Salesforce and JIRA
  • 5 - 8 years project management experience
  • 5 years of people management
  • Familiarity with Datto products
Benefits:

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:
  • Comprehensive health-care benefits
  • Flexible paid time off policy
  • Generous paid parental leave
  • “Datto University” virtual on-boarding program
  • Access to more than 5,000 courses via LinkedIn Learning
  • Education reimbursement
  • Employee Assistance Program
  • Headspace App
  • Charity match program
  • A dynamic and socially active work culture, including Employee Resource Groups
  • Networking and career development opportunities
  • And more!
Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)
 
By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

Manager, Service Analytics

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