Director - IT Managed Services

CLA (CliftonLarsonAllen)•Orlando, FL

About The Position

CLA is currently seeking a Director to lead and expand our existing IT Managed Services (MSP) offering within the Digital practice. This role will assume responsibility for an established managed services portfolio and team, with a mandate to enhance delivery operations, standardize offerings, and accelerate growth. This leader will balance operational excellence and client delivery with commercial leadership and innovation, transforming the MSP into a scalable, modern, technology-enabled business.

Requirements

7+ years of experience in IT services, managed services, or infrastructure operations
Proven experience leading or scaling an MSP or managed services function
Strong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)
Experience improving or transforming an existing service organization
Familiarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferred
Exposure to or experience with automation, AIOps, or AI-enabled service delivery models preferred
Demonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferred
Strong leadership and stakeholder management skills preferred

Responsibilities

Assume leadership of the existing MSP function, including team, clients, and active engagements
Assess and enhance current service delivery processes, tooling, and performance
Standardize service offerings, SLAs, and delivery methodologies
Implement and mature ITSM best practices (incident, problem, change management)
Ensure consistent, high-quality delivery across all managed service engagements
Define and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)
Establish governance, reporting, and continuous improvement processes
Act as an executive escalation point for key client issues
Define and execute a roadmap for incorporating automation and AI-driven capabilities into MSP delivery
Identify opportunities to leverage AI for service desk optimization (e.g., intelligent ticket routing, virtual agents, predictive issue resolution)
Drive adoption of automation tools to reduce manual effort and improve response times
Evaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiency
Partner with internal digital and data teams to embed AI-enabled solutions into managed service offerings
Define and execute a growth strategy for the MSP offering
Partner with sales and account teams to expand services within existing clients and win new business
Develop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed services
Support or own revenue targets tied to managed services growth
Manage financial performance of the MSP, including revenue, margin, and cost structure
Refine pricing models, contracts, and service packaging
Identify opportunities to improve efficiency and profitability through automation and standardization
Lead, mentor, and scale the MSP team, building depth across service areas
Evaluate current team structure and implement improvements as needed
Establish clear roles, career paths, and performance expectations
Upskill the team on automation, AI tools, and modern service delivery approaches
Drive a culture of accountability, innovation, and client focus
Evaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)
Manage relationships with key vendors and partners
Identify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service delivery