Managing Director, Operations Support

Capspire - Houston, TX

Full-time - Senior

Houston, TX

Professional, Scientific, and Technical Services

About the position

capSpire is a global consulting and solutions company that solves difficult business and technology problems for commodity-focused organizations. As a Managing Director for the Operations Support, you will be responsible for overseeing and coordinating the team and client-side delivery of operations and support projects for the Energy/Commodity Trading technology landscape across multiple clients. You will lead the entire service lifecycle, from planning and implementation to ongoing maintenance and support, ensuring efficient, high-quality service delivery that meets client needs and drives operational excellence. In this role, you will lead, mentor, and manage a geographically spread team of consultants to ensure optimal performance and professional growth. You will maintain a culture of equality in the team irrespective of geographies or backgrounds. Your responsibilities will include delivery planning, estimation, assignments, tracking, communication, and escalation management. You will proactively identify and address operational issues, escalations, and challenges that may arise during support operations, ensuring timely resolution. You will work closely with client-side and internal stakeholders and the delivery team to ensure successful and timely delivery of the committed scope of work. Additionally, you will develop and implement initiatives to enhance support delivery processes, optimize operational efficiency, and drive continuous improvement initiatives. Collaboration will be key, as you will foster collaboration between internal teams across geographies and initiatives and external stakeholders to streamline support delivery and project implementations. Establishing and executing clear, transparent, and frequent communication between teams from different time zones will be essential. Performance monitoring will also be a critical aspect of your role, as you will track and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) metrics, analyzing data to drive improvements in support services. You will ensure compliance with industry standards, regulations, and best practices in support and delivery operations. Maintaining accurate documentation, preparing comprehensive reports, and communicating effectively with internal and external stakeholders on support activities and project health and progress will be part of your responsibilities. Finally, you will scout for upcoming changes to the client landscape, service scope, and strategic initiatives that impact or create growth opportunities.

Responsibilities

• Lead, mentor, and manage a geographically spread team of consultants to ensure optimal performance and professional growth.
• Maintain culture and equality in the team irrespective of geographies or backgrounds.
• Delivery planning (incidents, problems, defects, enhancements etc.), estimation, assignments and tracking, communication and escalation management.
• Proactively identify and address operational issues, escalations, and challenges that may arise during support operations, ensuring timely resolution.
• Work closely with the client side and internal stakeholders and the delivery team to ensure successful and timely delivery of the committed scope of work.
• Develop and implement initiatives to enhance support delivery processes, optimize operational efficiency, and drive continuous improvement initiatives.
• Foster collaboration between internal teams across geographies and initiatives and external stakeholders to streamline support delivery and project implementations.
• Establish and execute a clear, transparent and frequent communication between teams from different time zones.
• Track and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) metrics, analyzing data to drive improvements in support services.
• Ensure compliance with industry standards, regulations, and best practices in support and delivery operations.
• Maintain accurate documentation, prepare comprehensive reports, and communicate effectively with internal and external stakeholders on support activities and project health and progress.
• Scout for upcoming changes to the client landscape, service scope and strategic initiatives that impact or create growth opportunities.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field (Master's degree preferred).
• Proven experience (5 years) in managing and delivering Energy/Commodity Trading technology support operations and projects within the energy trading domain.
• In-depth knowledge of ETRM systems, energy markets, trade lifecycle, and related technologies (such as OpenLink, Allegro, RightAngle, etc.).
• Strong leadership, team management, and client-facing skills with the ability to build and maintain strong relationships.
• Excellent communication, problem-solving, and decision-making abilities.
• Experience in process improvement, project management methodologies, and implementing best practices in support delivery.
• Certifications in ETRM systems or relevant domains (desired).