The Director of Managed Services is a senior leadership role responsible for overseeing the delivery and operational excellence of managed services offerings while cultivating strong, long-term client relationships. This individual will lead a team of support engineers, developers, and support staff to ensure clients receive consistent, high-quality outcomes aligned with contractual commitments and strategic goals.
To apply, please reach out to Sunita Biswas.
• Own end-to-end delivery of managed services across the client portfolio, ensuring SLAs, KPIs, and
performance metrics are consistently met or exceeded.
• Develop, refine, and enforce operational processes, standards, and frameworks to drive efficiency and
scalability.
• Oversee incident management, problem resolution, and change management practices across the
managed services environment.
• Lead capacity planning, resource allocation, and workforce management to support service continuity
and growth.
• Drive continuous improvement initiatives that reduce cost, increase automation, and elevate service
quality.
• Identify and evaluate future expansion opportunities within the managed services client base that
could evolve into implementation projects, partnering with Sales and Professional Services to scope
and transition opportunities appropriately.
• Serve as a senior point of escalation and strategic partner for key client accounts.
• Conduct regular business reviews to communicate performance, roadmap alignment, and value
delivered.
• Proactively identify client risks, concerns, and opportunities — partnering internally to address them
before they become issues.
• Build trusted advisor relationships with client stakeholders at the director and C-suite level.
• Collaborate with account management and sales teams on renewals, expansions, and upsell
opportunities tied to service performance.
• Lead, mentor, and grow a high-performing managed services team across delivery and client-facing
functions.
• Set clear performance expectations, conduct regular reviews, and develop succession plans.
• Foster a culture of accountability, client success, and operational excellence.
• 8+ years of experience in IT managed services, with at least 3–5 years in a senior leadership or
director-level role.
• Proven track record managing complex, multi-client service environments at scale.
• Strong client management skills with experience navigating executive-level relationships.
• Experience with support platforms (ServiceNow, Jira Service Management, etc.), and operational
metrics/reporting.
• Demonstrated ability to lead and develop teams of 10+ across distributed environments.
• Excellent communication, negotiation, and executive presentation skills.
Within the first 12 months, the Director of Managed Services will have stabilized and optimized delivery operations, strengthened client retention and satisfaction scores, and built a scalable team structure that supports the company’s growth trajectory.