Job Description

About Diversified:
Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.
What to Expect:
At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you’re ready to grow, create, and make an impact, Diversified is the place to do it.

Key Responsibilities and Accountabilities
Strategy, offering & roadmap
• Own the managed-services strategy, the offering portfolio (Assurance, Adopt, Pulse) and the incubation of new and developing services.
• Own the agentic-AI roadmap and IP as the core differentiation of the practice’s offerings and its route to technology leadership.
• Maintain a single, coherent view across strategy, offering, delivery, the service-level roadmap and growth.
• Lead/heavily influence re-integration of US based service technicians to Diversified from third party.
Growth & go-to-market enablement (shadow revenue)
• Grow the managed-services recurring base from ~$100M to ~$300M by year four (~32% CAGR), measured on a shadow-revenue basis.
• Build and lead the Managed Services Architect team that solutions and supports regional and Digital BU sellers — carrying no quota and taking no deal split.
• Drive managed-services attach across projects and Digital rollouts; design the future dedicated MS-seller model and define the bookings trigger to introduce it.
Service delivery & global operations
• Own the India service & operations desk and the nearshore-deployment strategy and capacity.
• Standardize global delivery, ITSM and tooling; own service management, SLA attainment and customer satisfaction (CSAT / NPS).
People leadership — onsite Adopt & the bench
• Lead the management teams for onsite Adopt resources and be accountable for their performance.
• Build, develop and retain the pillar-leadership bench across the practice.
Client success — retention & expansion
• Own the Client Success Management team and the retention (GRR) and expansion (NRR) of the managed-services base.
Margin, partnership & operating rigor
• Drive gross profit toward ~30% through pricing discipline, offshore / nearshore leverage and AI-driven automation; manage cost-to-serve.
• Own the managed-services strategy and investment in partnership with the regions and specialties, with clear rules of engagement and a shared RACI.
• Own shadow-P&L accountability, forecasting and reporting to the CRO and the PE sponsor; operate the practice scorecard and the shadow-credit reconciliation rules.

Qualifications and Experience
Required
• 15+ years of progressive leadership in managed services, IT / technology services or systems integration, including executive (VP / SVP) scope.
• Demonstrated ownership of a services P&L or shadow-P&L at scale ($100M+), with a track record of recurring-revenue growth.
• Proven experience building and scaling recurring / managed / “as-a-service” offerings (run-and-operate, subscription, outcome-based).
• Global service-delivery leadership, including offshore (India) and nearshore operations, ITSM, and SLA / CSAT governance.
• Services offering / product-management experience and commercial acumen — pricing and gross-margin management.
• Client-success leadership with measurable retention (GRR) and expansion (NRR) outcomes.
• Experience leading in a matrixed, horizontal model across regions and business units.
• Bachelor’s degree required.
Preferred
• Experience in AV, unified communications, broadcast or digital-experience integration (or adjacent enterprise technology services).
• Track record in a private-equity-backed, value-creation environment — margin expansion, recurring-mix shift, exit readiness.
• Demonstrated application of AI / automation to service delivery and cost-to-serve.
• Experience standing up a new practice or business unit — organizational build, team migration, change leadership.

What We Offer:
We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:
• Multiple medical plan options to fit you and your family’s needs
◦ HSA & HRA company contributions
• Dental coverage, including orthodontic benefits, and vision plans
Company-paid benefits
◦ Basic Life, AD&D
◦ Short-Term and Long-Term Disability insurance
◦ Employee Assistance Program (EAP)
• Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
• 401k with company match
• Paid maternity leave
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
• Commuter benefits
• And much more