Director, Managed Services

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead a 24/7/365 operations team with distributed resources across various states, utilizing remote capabilities effectively.

• Oversee planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and overall operational management.

• Create and uphold departmental goals, metrics, and KPIs tailored to operations; conduct regular benchmarking and updates in line with industry standards and trends.

• Develop and enhance standard operating procedures with control mechanisms to ensure smooth operational integration and service delivery.

• Enforce deadlines, schedules, and service commitments while managing both direct and shared resources to fulfill client needs.

• Support and manage teams, fostering a culture of growth and mentorship.

• Analyze financial reports, including utilization and P&L, maintain profitability, and enhance efficiencies through COGS analysis.

• Act as a subject matter expert and client liaison; manage customer expectations based on Managed Services capabilities and constraints.

• Stay updated with best practices to innovate Client Experience and Service Delivery operations.

• Identify operational strengths and weaknesses and develop improvement strategies.

• Collaborate on the implementation of tools, technologies, and processes to boost operational efficiency and market differentiation.

• Merge internal and vendor capabilities with client expectations to create effective solutions.

• Define milestone-driven roadmaps and execute strategic initiatives to enhance processes and tools.

• Perform additional operational and transformative leadership tasks as assigned.

⛳️ Requirements

• Demonstrated ability to lead a team that operates continuously and is geographically dispersed.

• Over 10 years of experience managing complex, multi-tenant infrastructure tools and systems that include both on-premises and cloud-connected technologies.

• More than 8 years of experience in a multi-tenant service provider environment.

• Experience in managing outcomes according to ITIL v4 framework standards.

• Strong skills in strategic planning, analytics, execution, and service delivery excellence.

• Financial understanding, including knowledge of gross profit, net income, and other relevant business financial concepts and formulas.

• Problem-solving capabilities that utilize relationships, customer skills, business insight, and creativity to address challenges.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans for you and your dependents.

• 401(k) Retirement Plan with Employer Match.

• 529 College Savings Plan.

• Health Savings Account.

• Life Insurance.

• Long-Term Disability.

• Competitive Compensation.

• Training and development programs.

• Major offices stocked with snacks and beverages.

• Collaborative and dynamic culture.

• Work-life balance with generous paid time off.