Sessions:
Imagine yourself as the operator of a large machine with responsibility to produce a specific output using only four levers to move back and forth. Now envision your business’s service delivery machine with yourself as the operator responsible for producing the service gross margin. This session will cover the four levers a service desk manager can adjust to directly affect gross service margin: 1) engineer pay rate, 2) billing rate, 3) utilization, 4) effective ratio. Participants will work with the Pax8 Academy (formerly Sea-Level) Four Levers modeling tool to understand how moving each lever impacts service gross margin.
Rex Frank
As Vice President of Academy at Pax8, Rex is responsible for expanding and developing its best-in-class, cloud-based partner education program. Through strategic planning and execution, he leads his team to deliver the knowledge, coaching, and skills for growing a cloud practice effectively. Rex oversees a group of distinguished experts that provide enhanced personalized coaching, enabling partners to become operationally mature and achieve extraordinary success. His leadership and industry knowledge drive the vision of Pax8 Academy, significantly impacting the partner ecosystem and IT channel.
Rex has over 30 years of IT service delivery experience, with more than 25 years specializing in managed services. He has held several executive-level positions, including Chief Technology Officer, Vice President of Managed Services, and Director of Operations. In 2010, Rex founded Sea-Level Operations, a leading education firm providing world-class coaching, education, and resources to enable businesses to thrive. He is a recognized industry thought leader and a member of the CompTIA Executive Committee for its Managed Services Community. He was an inaugural member of the True Profits! Service Executive Peer Group and served on the Customer Advisory Board for MSPCFO. Rex enjoys spending his free time outdoors with his wife Robin and their seven children and growing number of grandchildren.
Sessions:
Imagine yourself as the operator of a large machine with responsibility to produce a specific output using only four levers to move back and forth. Now envision your business’s service delivery machine with yourself as the operator responsible for producing the service gross margin. This session will cover the four levers a service desk manager can adjust to directly affect gross service margin: 1) engineer pay rate, 2) billing rate, 3) utilization, 4) effective ratio. Participants will work with the Pax8 Academy (formerly Sea-Level) Four Levers modeling tool to understand how moving each lever impacts service gross margin.
