Job Description

CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you.

CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.

Our Perks:

• Flexible PTO (designed to offer flexible time away for you!)
• Up to 12 weeks paid parental leave
• Paid Volunteer Time Off
• Mental health coverage
• Quarterly Wellness stipend
• Fertility benefits
• Complete list of benefits here

CLA is currently seeking a Director to lead and expand our existing IT Managed Services (MSP) offering within the Digital practice. This role will assume responsibility for an established managed services portfolio and team, with a mandate to enhance delivery operations, standardize offerings, and accelerate growth.

This leader will balance operational excellence and client delivery with commercial leadership and innovation, transforming the MSP into a scalable, modern, technology-enabled business.

How you’ll create opportunities in this role:

Operational Leadership & Optimization

• Assume leadership of the existing MSP function, including team, clients, and active engagements
• Assess and enhance current service delivery processes, tooling, and performance
• Standardize service offerings, SLAs, and delivery methodologies
• Implement and mature ITSM best practices (incident, problem, change management)

Service Delivery Excellence

• Ensure consistent, high-quality delivery across all managed service engagements
• Define and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)
• Establish governance, reporting, and continuous improvement processes
• Act as an executive escalation point for key client issues

Innovation & AI Enablement

• Define and execute a roadmap for incorporating automation and AI-driven capabilities into MSP delivery
• Identify opportunities to leverage AI for service desk optimization (e.g., intelligent ticket routing, virtual agents, predictive issue resolution)
• Drive adoption of automation tools to reduce manual effort and improve response times
• Evaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiency
• Partner with internal digital and data teams to embed AI-enabled solutions into managed service offerings

Growth & Expansion

• Define and execute a growth strategy for the MSP offering
• Partner with sales and account teams to expand services within existing clients and win new business
• Develop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed services
• Support or own revenue targets tied to managed services growth

Commercial & Financial Management

• Manage financial performance of the MSP, including revenue, margin, and cost structure
• Refine pricing models, contracts, and service packaging
• Identify opportunities to improve efficiency and profitability through automation and standardization

Team Leadership & Development

• Lead, mentor, and scale the MSP team, building depth across service areas
• Evaluate current team structure and implement improvements as needed
• Establish clear roles, career paths, and performance expectations
• Upskill the team on automation, AI tools, and modern service delivery approaches
• Drive a culture of accountability, innovation, and client focus

Technology & Vendor Management

• Evaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)
• Manage relationships with key vendors and partners
• Identify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service delivery

What you will need:

• 7+ years of experience in IT services, managed services, or infrastructure operations
• Proven experience leading or scaling an MSP or managed services function
• Strong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)
• Experience improving or transforming an existing service organization
• Familiarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferred
• Exposure to or experience with automation, AIOps, or AI-enabled service delivery models preferred
• Demonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferred
• Strong leadership and stakeholder management skills preferred

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here