Managing Director, Managed Services Experience
About The Position
Baker Tilly is seeking a Managing Director, Managed Services Experience to help lead and strengthen the client and delivery experience across our Managed Services platform. This role is accountable for creating a consistent, scalable, and differentiated experience across the full client lifecycle, from opportunity and onboarding through steady-state delivery, value realization, and expansion. The Managing Director will partner closely with Managed Services leadership, delivery teams, growth leaders, transitions, operations, technology, AI enablement, and offshore teams to ensure clients experience Managed Services as one connected, accountable operating model. This is a senior leadership role focused on building trust, consistency, and operating discipline at scale. The right leader will understand recurring services, client relationship management, delivery governance, and the behaviors required to create a high-quality client experience across a complex, growing platform. This leader will not only improve client satisfaction but will help define what excellent Managed Services delivery looks like, where friction exists, how to improve consistency, and how to create a stronger value proposition for clients over time.
Requirements
- 12 or more years of experience in managed services, professional services, outsourcing, client success, operations, transformation, or technology-enabled delivery.
- Experience leading client experience, delivery governance, service quality, or recurring services across a multi-client portfolio.
- Demonstrated ability to work with senior client executives and internal leadership on complex delivery, relationship, and value realization matters.
- Strong understanding of onboarding, transitions, service delivery, KPIs, SLAs, escalation management, executive reporting, and client retention.
- Experience building scalable operating standards, playbooks, governance models, or client journey frameworks.
- Proven ability to influence across delivery, growth, operations, technology, offshore, and executive stakeholder groups.
- Experience supporting growth, expansion, and account development in a recurring services environment.
- Strong commercial judgment, including understanding of engagement economics, scope management, delivery quality, and margin protection.
- Experience with workflow tools, automation, AI-enabled delivery, operational reporting, or digital service models preferred.
Responsibilities
- Lead the design and execution of the Managed Services client experience strategy across onboarding, transition, delivery, governance, service reviews, and expansion.
- Define and implement standards for client communication, meeting cadence, executive reporting, escalation management, issue resolution, and value realization.
- Partner with delivery leadership to ensure engagements have clear roles and responsibilities, KPIs, SLAs, governance routines, and accountability structures.
- Serve as a senior advisor to delivery teams on complex client situations, executive conversations, service quality concerns, and relationship risks.
- Identify common friction points across clients and teams, then translate those insights into scalable operating improvements, playbooks, tools, and delivery standards.
- Partner with growth and account leadership to support retention, expansion, and differentiated market positioning for Managed Services.
- Work with transitions teams to improve onboarding consistency, accelerate time to value, and ensure new engagements are set up for long-term success.
- Collaborate with technology, AI, and operations teams to improve workflow visibility, reporting, automation, data quality, and client-facing insights.
- Create stronger feedback loops from clients, teams, and leadership to improve service quality, client trust, and platform performance.
- Help advance a culture of ownership, responsiveness, proactive communication, and disciplined execution across Managed Services.
- Support strategic initiatives that improve scalability, margin, client retention, team effectiveness, and market differentiation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
