Director, Managed Services
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
5 skills required
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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