<p>Overview</p> <p>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.</p> <p>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.</p> <p>Responsibilities</p> <p>Strategic Leadership & Team Development</p> <ul> <li>Define organizational structure and role requirements to support growth </li><li>Recruit, mentor, and develop service desk leaders and technical teams </li><li>Establish performance expectations, KPIs, and a culture of accountability and continuous improvement </li><li>Conduct regular employee engagement and coaching discussions </li></ul> <p>Operational & Service Excellence</p> <ul> <li>Oversee service delivery performance, ensuring SLAs and KPIs are met </li><li>Implement and optimize IT service management best practices (incident, problem, change management) </li><li>Develop and maintain SOPs, dashboards, and performance reporting </li><li>Identify automation and process improvement opportunities </li><li>Lead onboarding processes and ensure consistent client experience </li></ul> <p>Financial & Business Management</p> <ul> <li>Own P&L performance, including gross margin and contribution targets </li><li>Align staffing and payroll with revenue plans </li><li>Drive pricing strategy and recurring revenue optimization </li><li>Control variable costs while identifying incremental revenue opportunities </li><li>Lead budgeting and forecasting efforts </li></ul> <p>Business Development & Client Engagement</p> <ul> <li>Refine and relaunch existing offerings; identify and develop new services </li><li>Build business models, pricing strategies, and go-to-market plans </li><li>Enable and train sales teams on Managed Services positioning </li><li>Establish trusted advisor relationships with key clients and lead Quarterly Business Reviews </li></ul> <p>Qualifications</p> <ul> <li>10+ years of experience in the IT industry, including 5+ years leading Managed Services or IT service delivery teams </li><li>Proven track record of delivering service excellence while maintaining strong profitability </li><li>Experience with budgeting, financial management, and operational planning </li><li>Strong leadership experience including recruiting, mentoring, and performance management </li><li>Proficiency in data analysis and performance metrics reporting </li><li>In-depth knowledge of IT service management frameworks (ITIL) </li><li>Experience with Microsoft technologies including Microsoft 365 and Azure </li><li>Strong understanding of network security and cloud infrastructure management </li><li>Excellent verbal and written communication skills with strong executive presence </li></ul>