Director of Managed Services

EOS•Menlo Park, CA

About The Position

As Director of Managed Services, you will lead a global team of over 200 AV professionals delivering world-class audiovisual (AV) solutions and managed services. You will oversee a diverse team including software developers, infrastructure and reliability engineers, AV technicians, broadcast and streaming specialists, and helpdesk staff. This strategic leadership role ensures seamless operation, maintenance, and innovation of AV systems across collaboration rooms, training/event spaces, studios, and events. You will report to the VP of Managed Services and play a key role in improving service quality, client retention, and business growth.

Requirements

10+ years in AV, IT, or tech services leadership, managing global teams.
5+ years in AV/IT managed services with SLA and client satisfaction focus.
Proven ability to exceed customer expectations through efficient service delivery.
Strong leadership in dynamic environments and executive-level client engagement.
Experience in strategic planning and execution for AV managed services.
Expertise in client relationship management and contract negotiation.
P&L management experience for AV services division.
Strong communication and storytelling skills.
Ability to develop pricing models and service proposals.
Familiarity with forecasting, budgeting, and KPI reporting.
Experience in process optimization and automation.
Proven team development and performance management skills.
High integrity and ability to manage confidential information.
Self-motivated and autonomous.
Advanced analytical and problem-solving skills.
Strong influencing, negotiation, and decision-making abilities.
Technical Expertise in Audiovisual Systems: Deep understanding of AV technologies including video conferencing platforms (Zoom, Microsoft Teams, Cisco Webex), digital signage, projection systems, audio systems, and control systems (Crestron, AMX, Extron). Familiarity with AV-over-IP solutions, unified communications, and IT infrastructure integration.

Nice To Haves

Certifications in Lean, Six Sigma, or related methodologies.
Experience with Balanced Scorecard implementation.
Background in broadcast, streaming, or event AV technologies.
Familiarity with global compliance and regulatory standards.
ITIL Certification v4 or higher.
Process Improvement: Proven track record of applying Six Sigma or Lean methodologies to enhance IT service processes, reduce operational costs, and improve service quality.

Responsibilities

Lead, mentor, and manage a global team of 200+ professionals across AV, IT, and support functions.
Collaborate with executive leadership on client QBRs, growth planning, and onboarding.
Foster a high-performance, inclusive culture across geographically dispersed teams.
Develop career growth plans and provide coaching for team development.
Set performance objectives and drive accountability for service delivery.
Implement strategic Managed Services initiatives aligned with business goals.
Oversee Service Delivery Managers and Leaders to ensure high performance.
Collaborate with clients to exceed expectations within scope agreements.
Conduct service reviews and QBRs with stakeholders.
Drive continuous improvement and operational cost-effectiveness.
Participate in RFI/RFQ processes and proposal development.
Attract and retain top talent through career development investment.
Establish service governance frameworks for consistent global delivery.
Implement standardized processes, policies, and SLAs.
Monitor KPIs and operational metrics to ensure transparency and quality.
Conduct audits and risk assessments to mitigate operational risks.
Lead transformation initiatives using Lean, Six Sigma, and automation.
Partner with Business Transformation Team on scalable governance frameworks.
Build executive-level client relationships to identify growth opportunities.
Oversee contract development, negotiation, and performance management.
Collaborate with legal and procurement to ensure contract compliance.
Monitor SLA adherence and address discrepancies or escalations.