Director of Managed Services
About The Position
The Director of Managed Services provides strategic leadership, operational oversight, and growth direction for Cybertrol's Support Services, Operational Technology (OT) Services, and Managed Services Provider (MSP) business. The role develops and executes strategies to increase recurring revenue, improve customer satisfaction, expand service offerings, and strengthen Cybertrol's position in industrial support and managed services. Working with executive leadership, the Director identifies opportunities, improves service delivery, and scales the business while maintaining strong customer outcomes. The position includes a multi-year growth incentive with earning potential beyond base salary and annual bonus, tied to successful and profitable growth of the Managed Services business. Cybertrol Engineering develops custom-engineered automation hardware and software solutions for manufacturing customers in the upper Midwest and worldwide. Its offerings include plant-wide automation, information and OT infrastructure, custom control panel design and fabrication, and upgrades of obsolete automation systems. The company is privately owned and headquartered in Minneapolis, with additional offices in Madison and Marshfield, Wisconsin. The role is hybrid and located in Maple Grove, Minnesota. It reports directly to the President, with the Support Manager and OT Systems Lead as direct reports.
Requirements
- 10 or more years of leadership experience in a Managed Services Provider (MSP) environment.
- Proven track record of growing managed services revenue and profitability.
- Experience leading technical service and support organizations.
- Strong understanding of service delivery, customer success, and operational excellence.
- Experience developing service offerings, pricing models, and growth strategies.
- Demonstrated success leading teams through growth and organizational change.
- Strong financial and business acumen.
- Entrepreneurial, growth-oriented, strategic, customer-focused, collaborative, and results-oriented leadership, with strong execution, accountability, relationship-building, and decision-making skills.
Nice To Haves
- Experience supporting industrial, manufacturing, or automation environments.
- Knowledge of Operational Technology (OT), industrial networking, and cybersecurity.
- Experience with recurring revenue business models and service-level agreements.
- Familiarity with industrial control systems and manufacturing operations.
Responsibilities
- Develop and execute a long-term growth strategy for Support, OT Services, and Managed Services.
- Identify service offerings, technologies, and business models that create customer value and recurring revenue.
- Set annual goals, KPIs, budgets, and performance metrics for each department, and align service offerings with company objectives.
- Lead the development and expansion of the MSP business, driving recurring service revenue, customer retention, and profitability.
- Develop scalable service delivery models, processes, and tools; evaluate emerging technologies, cybersecurity trends, and OT managed-service opportunities.
- Ensure service offerings remain competitive and differentiated.
- Lead the Support Manager and support team, ensuring responsiveness, issue resolution, service quality, and appropriate service standards, SLAs, and performance expectations.
- Drive continuous improvement in support efficiency and customer satisfaction, and monitor utilization, backlog, customer satisfaction, and financial performance.
- Lead the OT Systems Lead and OT team, grow the OT services portfolio, and promote best practices in industrial networking, infrastructure, cybersecurity, and OT system lifecycle management.
- Support the development of technical standards and service delivery methodologies.
- Collaborate with sales, account management, and engineering to identify and develop business opportunities.
- Contribute to business development and strategic client relationships; help develop pricing strategies, service packages, and go-to-market initiatives.
- Support proposal development and participate in customer presentations when appropriate.
- Build a culture of growth, accountability, ownership, innovation, continuous improvement, and customer success.
- Recruit, develop, mentor, and retain high-performing team members; build leadership capabilities, employee engagement, and professional development.
Benefits
- Discretionary bonus based on company and personal performance.
- Health insurance coverage.
- Life and disability insurance.
- 401(k).
- Paid holidays.
- Personal paid time off (PTO).
- Supplemental insurance plans.
- Education reimbursement.
- Multi-year growth incentive for successful and profitable growth of the Managed Services business.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
