Director, Managed Services

2 Months ago • 12 Years +

Job Summary

Job Description

The Director of Managed Services will lead the North American Managed Services practice, which was established 3 years ago and is still growing. The ideal candidate should possess executive presence and extensive Managed Services experience. The role involves formulating and implementing the organizational structure and catalog of services. Responsibilities include overseeing teams, setting strategic direction, reviewing P&L, creating governance structures, and ensuring client satisfaction. The role requires a strong leader with creativity and an entrepreneurial spirit. Candidates should have executive presence; broad Managed Services experience and 12years’ experienceleading Managed Services organizations with preference to candidates who have established Managed Services organizations.
Must have:
  • Comprehensive understanding of Managed Services and ITIL Framework
  • Proven track record of leading successful Managed Services programs
  • Experience in IT Service Management (ITSM)
  • Oversee all North American teams
  • Create governance structures
  • Oversee the delivery of services for 30+ clients
Good to have:
  • Business development experience
  • Experience building a Managed Services competency
  • Experience with various automation tools
  • Experience with CMS and eCommerce platforms

Job Details

Director, Managed Services.
Full-time, United States.

JOB DESCRIPTION:
Currently, Bounteous is searching for acandidate to fill its Senior Director of Managed Services position leading the North American team.Bounteous Managed Services practice was started 3 years ago and continues to evolve and grow. We are seeking a strong leader with creativity and an entrepreneurial spirit. The selected candidate will be instrumental in formulating and implementing an evolving organizational structure and catalog of servicesfor our fast-growing Managed Services Delivery practice. Candidates should have executive presence; broad Managed Services experience and 12years’ experienceleading Managed Services organizations with preference to candidates who have established Managed Services organizations.   
 
Responsibilities:
Bring a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework and have a proven track record of leading successful Managed Services programs 
Provide guidance to and set strategic direction for technical teams including Cloud and DevOps Engineering, Monitor/Triageand Security Management 
Contribute to and champion initiatives from the Managed Services Roadmap as we continue to establisha solid foundationof the services 
Oversee all North American teams including Service Delivery Managers and Coordinators, ITSM/ServiceNow, and Technology Operations functions  
Guide technical and service delivery leadersto accomplish the delivery of Managed Services to our clients 
Review practice P&L and address deviations from the forecast and plan for adjustments as needed to cost. Create revenue forecasts annually. Work with project accounting on discrepancies 
Create governance structures as needed to set direction for the ever-changing services 
Oversee the delivery of services for 30+ clients that subscribe to leveraged and T&M based service models. Act as a single point of contact for business unit service escalations. 
Coach and mentor all direct reporting team members to build a solid service-focused team. 
Participate in the ongoing organizational training plan by identifying strategic training initiatives designed to bolster the effectiveness of the team 
Oversee transition/implementation of Managed Services contracts to ensure a high degree of client and internal team member satisfaction 
Integrate closely with clients, engineers, and vendors to ensure the smooth transition of projects from development to support and that services are fully supported by the agreed go-live date.    
Establish service models that include a definition of the service, staffing models, cost models, marketing decks, SOWs, RACI matrices, SLAs and proposal materials. Train the business development team and Business Units on the details of new services. 

Preferred Qualifications:
BS/BA in relevant program, or equivalent work experience
 
12 years managing in a mature Managed Services organization
 
Business development experience – developing service offerings, proposals, presentations
 
Experience building a Managed Services competency is considered a plus
 
Experience with managed services including applications, infrastructure and security 
 
Worked successfully in global model and managed distributed/remote team members
 
Experience coaching and developing Managed Services leaders and team members
 
Proven organizational skills and a focused attention to detail
 
Experience in development of strategy and implementation of a strategic plan
 
Understanding of digital technologies
 
ITIL Foundations Certification
 
Financial management experience 
 
Experience working with various automation tools ServiceNow, xMatters, CloudWatch, Cloudflare, Sumo Logic Site24x7, New Relic, Terraform, native cloud a bonus
 
Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Adobe Commerce/Magento) and Google Analytics a plus.

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