Job Description

The Director of Managed Services is responsible for the overall leadership, performance, and growth of the Managed Services/Managed Support business line. This role ensures the organization delivers on two primary objectives: Service Excellence and Profitability

This leader will align people, processes, and technology to drive operational efficiency, strong financial performance, and exceptional client satisfaction. The Director will build and develop high-performing teams, optimize service delivery operations, and bring innovative service offerings to market. A strong technical foundation combined with business acumen and analytical capability is essential.

Responsibilities

Strategic Leadership & Team Development

• Define organizational structure and role requirements to support growth
• Recruit, mentor, and develop service desk leaders and technical teams
• Establish performance expectations, KPIs, and a culture of accountability and continuous improvement
• Conduct regular employee engagement and coaching discussions

Operational & Service Excellence

• Oversee service delivery performance, ensuring SLAs and KPIs are met
• Implement and optimize IT service management best practices (incident, problem, change management)
• Develop and maintain SOPs, dashboards, and performance reporting
• Identify automation and process improvement opportunities
• Lead onboarding processes and ensure consistent client experience

Financial & Business Management

• Own P&L performance, including gross margin and contribution targets
• Align staffing and payroll with revenue plans
• Drive pricing strategy and recurring revenue optimization
• Control variable costs while identifying incremental revenue opportunities
• Lead budgeting and forecasting efforts

Business Development & Client Engagement

• Refine and relaunch existing offerings; identify and develop new services
• Build business models, pricing strategies, and go-to-market plans
• Enable and train sales teams on Managed Services positioning

• Establish trusted advisor relationships with key clients and lead Quarterly Business Reviews

Qualifications

• 10+ years of experience in the IT industry, including 5+ years leading Managed Services or IT service delivery teams
• Proven track record of delivering service excellence while maintaining strong profitability
• Experience with budgeting, financial management, and operational planning
• Strong leadership experience including recruiting, mentoring, and performance management
• Proficiency in data analysis and performance metrics reporting
• In-depth knowledge of IT service management frameworks (ITIL)
• Experience with Microsoft technologies including Microsoft 365 and Azure
• Strong understanding of network security and cloud infrastructure management
• Excellent verbal and written communication skills with strong executive presence