Director Managed Services

About Us:

Requirements

Role Overview:

The Director of Managed Services will be responsible for overseeing client relationships, driving operational excellence in infrastructure management, and providing strategic leadership to ensure service delivery meets business objectives. This role requires a strong background in managed services, client engagement, and team leadership.

Key Responsibilities:

• Client Management:
  
• Act as the primary point of contact for key clients, ensuring high levels of satisfaction and retention.
  
• Understand client business needs and align managed services offerings to deliver value.
  
• Infrastructure Management:
  
• Oversee end-to-end infrastructure operations, including network, servers, storage, and cloud environments.
  
• Provide strategic and operational leadership to Level 2 and Level 3 support teams delivering round-the-clock network and infrastructure services
  
• Ensure compliance with security, governance, and performance standards.
  
• Service Delivery & Operations:
  
• Lead incident, problems, and change management processes to minimize disruptions and accelerate mean time to restore (MTTR)
  
• Oversee service delivery for key managed services clients, ensuring adherence to SLAs, SLOs, and KPIs across all platforms and geographies
  
• Drive a culture of continuous improvement through service reviews, root cause analysis, and structured performance reporting
  
• Manage budgets, cost optimization initiatives, and operational productivity metrics for global support operations
  
• Leadership & Team Development:
  
• Lead and mentor a team of service delivery managers and technical specialists.
  
• Guide workforce planning, talent development, and succession readiness for technical and leadership roles across operations
  
• Foster a culture of accountability, collaboration, and innovation.
  
• Strategic Planning:
  
• Develop and execute a strategic roadmap for managed services delivery, incorporating automation, AI-driven operations, and proactive monitoring initiatives.
  
• Lead strategic planning initiatives and coordinate cross-functional strategic projects and identify opportunities for growth and service enhancement
  

Required Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field; MBA preferred.
  
• 15+ years of experience in IT Managed Services, with at least 5 years in a leadership role managing large 24x7 teams
  
• Proven track record in client relationship management and infrastructure operations.
  
• Strong understanding of ITIL frameworks and service management best practices.
  
• Excellent communication, negotiation, and stakeholder management skills.
  

Preferred Skills:

• Strong technical background in SD-WAN, ZTNA, MPLS, LAN/WAN, DNS/DHCP, Active Directory, and hybrid network infrastructure environments
  
• Deep understanding of ITIL frameworks, incident and problem management best practices, and SLA/SLO governance
  
• Proven experience managing enterprise-scale managed service operations with measurable service delivery improvements.
  
• Deep understanding of ITIL frameworks, incident and problem management best practices, and SLA/SLO governance.
  
• Exceptional stakeholder management, communication, and negotiation skills.
  
• Experience partnering with vendors, clients, and global teams in a matrix organization.
  

• Proven track record of implementing automation, monitoring tools, and service assurance technologies to improve reliability and efficiency
  
• Ability to manage budgets and drive cost optimization.
  
• Knowledge of automation tools and emerging technologies in infrastructure management.
  

Benefits

What We Offer