Director, Managed Services (Remote)

About the Role:

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and lost statements, governance and reviews, vendor management, and escalation management through issue resolution for the Client Experience and Service Delivery Management teams.  

The position manages, at the department level, all deadlines, responsibilities, and deliverables, and ensures readiness for all deliverables for internal and external stakeholders across all components of engagements with minimal direction or oversight.  The ideal candidate will lead financial planning and forecasting for the business unit and work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the Client Experience and Service Delivery Management teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors.  The candidate will exercise judgment with minimal direction within defined practices and policies to select methods and techniques for delivering solutions and act as the SPOC between executives, customers, departments, and support teams.  

What You’ll Do:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless operational integration and delivery.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage teams, championing a culture of growth and mentorship to motivate team members to support their professional development.
• Assess financial reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies through COGS analysis.
• Serve as subject matter expert and client liaison; manage customer expectations based on Managed Services operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.
  
  
  

Summary of Transformative Job Functions: 

• Remain current with new and existing best practices to innovate Client Experience and Service Delivery operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate, recommend, and assist with implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiation.
• Create processes and manage operations that combine internal and shared vendor capabilities with client expectations to design creative, efficient solutions that meet customer demands and requirements.
• Define a milestone-driven roadmap from baselined operations or gaps, and implement strategic initiatives targeted to improve processes and tools based on industry-leading frameworks.
• Transformative leadership duties as assigned by your manager.

Qualifications & Interests:

• Proven ability to lead a team that works 7x24 and is geographically distributed.
• 10+ years of experience managing complex, multi-tenant infrastructure tools and systems comprised of on-premises and cloud-connected technologies
• 8+ years of experience working in a multi-tenant service provider environment. 
• Experience working with and managing outcomes following ITIL v4 framework standards.
• Strong strategic planning, analytics skills, execution, and service delivery excellence.
• Financial acumen – understanding of gross profit, net income, and other business financial terms and formulas.
• Problem-solving – leverage relationships, customer skills, business acumen, and creativity to solve problems.