OSF Digital

Senior Director, Managed Services

Posted 5 Days Ago

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Hiring Remotely in United Kingdom

Remote

Senior level

eCommerce • Information Technology

The Role

Leads the Managed Services operating unit, owning revenue growth, gross margin, customer retention, satisfaction, renewals, and operational performance. Partners with sales on pursuits, proposals, pricing, and reusable service assets; oversees onboarding, SLA governance, escalations, and delivery improvements. Develops a strategy to double the UKI managed services business, builds the team, fosters continuous improvement and automation, and reports performance metrics to executive leadership.

Summary Generated by Built In

The Senior Director, Managed Services is a senior leadership role responsible for Managed Services as a distinct operating unit within OSF Digital. This role owns the unit's overall performance , driving revenue growth against target, leading and partnering with sales on pursuit and reusable asset creation, ensuring high levels of customer retention and satisfaction across the managed services portfolio. The Senior Director is expecting to work in partnership with managed services delivery lead, sets the operating cadence and standards for the practice, and represents Managed Services to executive leadership, clients, and cross-functional partners.

Key Responsibilities:

Own and drives revenue growth against targe.
Partner with sales on pursuit support, proposal development, and client presentations for managed services opportunities.
Drive creation of reusable service assets, offerings, and pricing models to support repeatable sales motions and scalable delivery.
Working with delivery to ensure customer retention and satisfaction across the managed services portfolio, tracking renewal, churn, and NPS/CSAT metrics against target.
Serve as the executive escalation point for service delivery issues, ensuring effective communication to customer stakeholders in the event of an SLA disruption.
Oversee new customer onboarding, knowledge transfer to delivery.
Establish and govern SLA reporting and commitments, ensuring accurate, timely reporting and rapid resolution of questions arising from it.
Input to help implement and improve delivery strategies and processes to ensure successful, consistent execution across the managed services book of business.
Build a strategic plan to grow the UKI managed services business by 2x in 12 months.
Lead, and help attract talent to support the growth. Foster a culture of continuous improvement, automation, and adoption of best practices within the managed services organization.
Report on operating unit performance — revenue, gross margin, retention, and customer satisfaction — to executive leadership on a regular cadence.

Requirements

Extensive experience leading a Managed Services (or comparable recurring-revenue services) operating unit.
Proven track record of achieving revenue growth targets and managing/improving gross margin in a services business.
Experience building and running customer success or account management programs that drive retention and satisfaction at scale.
Knowledge of Salesforce.com, either through work at industry participants or consulting to the industry.

OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, national origin, age, marital status, or any other protected category in any of the jurisdictions in which we conduct business.

Skills Required

Extensive experience leading a Managed Services or comparable recurring-revenue services operating unit
Proven track record achieving revenue growth targets and managing or improving gross margin in a services business
Experience building and running customer success or account management programs that drive retention and satisfaction at scale
Knowledge of Salesforce.com through work at industry participants or consulting to the industry

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The Company

HQ: Quebec

2,032 Employees

Year Founded: 2003

What We Do

OSF Digital is a top digital transformation and leading global commerce solutions company, known for its expertise in data-driven AI-powered Salesforce multi-cloud solutions, enterprise CRM, CMS, OMS, connected commerce, online shop management, and cloud application development. Our agile approach allows us to scale global growth quickly, and deliver innovative solutions across channels, devices and locales to enterprises and emerging businesses across B2B and B2C sectors. As a certified Salesforce partner, we are consistently recognized for our innovative solutions, exemplifying our unwavering commitment to advancing digital transformation. Notable awards include the 2023 Salesforce Partner Innovation Award in Emerging Technology - Customer 360 and the 2022 Salesforce Commerce Cloud Partner of the Year for Best Go Faster with Commerce. Our core values—OneTeam, ResultsAnywhere, Outperform, OSFExcellence, Driven By Change, and OSF Strong—guide our client, partner, employee, and community engagements, underpinning our commitment to excellence and continuous innovation. Acknowledged for our dedication to our team's well-being and commitment to cultivating an environment where innovative ideas thrive, we're honored to be a Great Place to Work® Certified™ organization in ASEAN and ANZ and listed among Fast Company's The 50 Best Workplaces for Innovators. We’re proud to celebrate our 20th anniversary with a team of over 2200 employees working from anywhere, and operating in various locations worldwide, including Canada, the U.S., the UK, France, Germany, Brazil, Spain, Romania, Turkey, Ukraine, Colombia, Australia, New Zealand, and Japan. Ultimately, OSF Digital Foundation is actively involved in philanthropic, cultural, and educational activities to help people in the communities where OSF operates to build a better life. For more information about our services and expertise, or to speak with a digital transformation specialist, please visit osf.digital