Director of Managed Services
About The Position
The Director of Managed Services is responsible for the overall leadership, performance, and growth of the Managed Services/Managed Support business line. This role ensures the organization delivers on two primary objectives: Service Excellence and Profitability. This leader will align people, processes, and technology to drive operational efficiency, strong financial performance, and exceptional client satisfaction. The Director will build and develop high-performing teams, optimize service delivery operations, and bring innovative service offerings to market. A strong technical foundation combined with business acumen and analytical capability is essential.
Requirements
- 10+ years of experience in the IT industry, including 5+ years leading Managed Services or IT service delivery teams
- Proven track record of delivering service excellence while maintaining strong profitability
- Experience with budgeting, financial management, and operational planning
- Strong leadership experience including recruiting, mentoring, and performance management
- Proficiency in data analysis and performance metrics reporting
- In-depth knowledge of IT service management frameworks (ITIL)
- Experience with Microsoft technologies including Microsoft 365 and Azure
- Strong understanding of network security and cloud infrastructure management
- Excellent verbal and written communication skills with strong executive presence
Responsibilities
- Define organizational structure and role requirements to support growth
- Recruit, mentor, and develop service desk leaders and technical teams
- Establish performance expectations, KPIs, and a culture of accountability and continuous improvement
- Conduct regular employee engagement and coaching discussions
- Oversee service delivery performance, ensuring SLAs and KPIs are met
- Implement and optimize IT service management best practices (incident, problem, change management)
- Develop and maintain SOPs, dashboards, and performance reporting
- Identify automation and process improvement opportunities
- Lead onboarding processes and ensure consistent client experience
- Own P&L performance, including gross margin and contribution targets
- Align staffing and payroll with revenue plans
- Drive pricing strategy and recurring revenue optimization
- Control variable costs while identifying incremental revenue opportunities
- Lead budgeting and forecasting efforts
- Refine and relaunch existing offerings; identify and develop new services
- Build business models, pricing strategies, and go-to-market plans
- Enable and train sales teams on Managed Services positioning
- Establish trusted advisor relationships with key clients and lead Quarterly Business Reviews
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
