Senior Director – Enterprise Managed Services (EMS)

Agilant Solutions Inc•Plainview, NY

10h

About The Position

The Senior Director, Enterprise Managed Services (EMS) is responsible for leading day-to-day service delivery, operational performance, and execution of EMS strategy across contracts and recurring service offerings. This role ensures EMS operations meet SLA, financial, and customer satisfaction targets while scaling efficiently across clients, regions, and service lines. The Senior Director partners closely with executive leadership, sales, finance, and technology teams to translate strategy into execution and drive continuous improvement across the EMS organization.

Requirements

8–12 years of progressive leadership experience in Managed Services or Enterprise Operations
Proven experience managing SLA-driven service delivery
Strong understanding of EMS financial drivers (labor, utilization, margin, cost-to-serve)
Experience leading multi-region or multi-service operations
Excellent leadership, communication, and problem-solving skills

Nice To Haves

Bachelor’s degree in Business, Operations, or related field
Knowledge of Netsuite
Experience in EMS, Healthcare IT, Education, or Public Sector environments
Familiarity with AI-enabled Tier-1 support or service automation
Experience with OEM contracts, warranties, and lifecycle services

Responsibilities

Lead daily operations across EMS service lines including field services, depot, help desk, configuration, and lifecycle services
Ensure SLA, KPI, and contractual compliance across all managed services engagements
Own escalation management, issue resolution, and operational risk mitigation
Standardize service delivery models, workflows, and operating procedures
Own operational financial performance including labor efficiency, cost-to-serve, and margin improvement
Partner with Finance on forecasting, variance analysis, and corrective action plans
Track and report KPIs including SLA performance, CSAT, attach rate, and utilization
Drive productivity improvements without proportional increases in headcount
Execute initiatives to scale EMS offerings across geographies and verticals
Improve service consistency through process standardization and automation
Identify opportunities to enhance attach rates, renewals, and recurring revenue
Support rollout of new EMS offerings, contracts, and service tiers
Lead Directors, Managers, and Service Leaders within EMS
Build strong management bench and succession plans
Establish performance expectations, coaching, and accountability frameworks
Partner with HR on workforce planning, training, and talent development
Partner with Sales and Pre-Sales on service design, pricing input, and SOW execution
Support executive sponsors and participate in QBRs and client reviews
Collaborate with Technology teams on service tools, reporting, and automation
Maintain strong relationships with OEMs, vendors, and service partners