Director, Managed Services

Reposted 7 Days Ago
Hiring Remotely in United States
Remote
Senior level
Agency • Digital Media • eCommerce • Professional Services • Software • Analytics • Consulting
Creating digital solutions for today's challenges and tomorrow's opportunities.
The Role
The Senior Director will lead the Managed Services team, guide service delivery, manage client relationships, and develop strategic initiatives.
Summary Generated by Built In
Director, Managed Services.
Full-time, United States.

JOB DESCRIPTION:
Currently, Bounteous is searching for acandidate to fill its Senior Director of Managed Services position leading the North American team.Bounteous Managed Services practice was started 3 years ago and continues to evolve and grow. We are seeking a strong leader with creativity and an entrepreneurial spirit. The selected candidate will be instrumental in formulating and implementing an evolving organizational structure and catalog of servicesfor our fast-growing Managed Services Delivery practice. Candidates should have executive presence; broad Managed Services experience and 12years’ experienceleading Managed Services organizations with preference to candidates who have established Managed Services organizations.   
 
Responsibilities:
Bring a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework and have a proven track record of leading successful Managed Services programs 
Provide guidance to and set strategic direction for technical teams including Cloud and DevOps Engineering, Monitor/Triageand Security Management 
Contribute to and champion initiatives from the Managed Services Roadmap as we continue to establisha solid foundationof the services 
Oversee all North American teams including Service Delivery Managers and Coordinators, ITSM/ServiceNow, and Technology Operations functions  
Guide technical and service delivery leadersto accomplish the delivery of Managed Services to our clients 
Review practice P&L and address deviations from the forecast and plan for adjustments as needed to cost. Create revenue forecasts annually. Work with project accounting on discrepancies 
Create governance structures as needed to set direction for the ever-changing services 
Oversee the delivery of services for 30+ clients that subscribe to leveraged and T&M based service models. Act as a single point of contact for business unit service escalations. 
Coach and mentor all direct reporting team members to build a solid service-focused team. 
Participate in the ongoing organizational training plan by identifying strategic training initiatives designed to bolster the effectiveness of the team 
Oversee transition/implementation of Managed Services contracts to ensure a high degree of client and internal team member satisfaction 
Integrate closely with clients, engineers, and vendors to ensure the smooth transition of projects from development to support and that services are fully supported by the agreed go-live date.    
Establish service models that include a definition of the service, staffing models, cost models, marketing decks, SOWs, RACI matrices, SLAs and proposal materials. Train the business development team and Business Units on the details of new services. 

Preferred Qualifications:
BS/BA in relevant program, or equivalent work experience
 
12 years managing in a mature Managed Services organization
 
Business development experience – developing service offerings, proposals, presentations
 
Experience building a Managed Services competency is considered a plus
 
Experience with managed services including applications, infrastructure and security 
 
Worked successfully in global model and managed distributed/remote team members
 
Experience coaching and developing Managed Services leaders and team members
 
Proven organizational skills and a focused attention to detail
 
Experience in development of strategy and implementation of a strategic plan
 
Understanding of digital technologies
 
ITIL Foundations Certification
 
Financial management experience 
 
Experience working with various automation tools ServiceNow, xMatters, CloudWatch, Cloudflare, Sumo Logic Site24x7, New Relic, Terraform, native cloud a bonus
 
Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Adobe Commerce/Magento) and Google Analytics a plus.

Top Skills

Adobe Commerce
Adobe Experience Manager
Cloudflare
Cloudwatch
Google Analytics
Itil
Magento
New Relic
Servicenow
Site24X7
Sumo Logic
Terraform

What the Team is Saying

Amanda
Abbey
Jon
Markel
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The Company
HQ: Chicago, Illinois
4,000 Employees
Year Founded: 2003

What We Do

Bounteous is an end-to-end digital transformation services consultancy that partners with leading brands around the globe to co-innovate and drive exceptional client outcomes. We build digital solutions for today’s challenges and tomorrow’s opportunities through transformative products and experiences. Driven by co-innovation, high technical and domain expertise, and a commitment to global talent, we foster a culture of belonging, support, and growth, ensuring accountability and successful business outcomes.

Our thousands of skilled strategists and technologists and around the world shatter boundaries, obsess over outcomes, and forge the future. Our people, clients, and partners make Bounteous exceptional.

We drive success for the world’s biggest brands with award-winning solutions:
AI, Data, Analytics
Digital Commerce
Experience Innovation & Design
Enterprise Digital Transformation
Marketing Activation & Loyalty
Digital Product & Platform Engineering
Cloud Enablement & Modernization

We collaborate with top tech leaders to pioneer solutions in a dynamic digital world:
Adobe
AWS
Microsoft
Salesforce
Google
…and more!

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Bounteous Offices

Remote Workspace

Employees work remotely.

Our remote-first teams of talented individuals collaborate and co-innovate worldwide. We believe productivity thrives anywhere, so you're empowered to work in the way and environment where you perform best.

Typical time on-site: None
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HQChicago, Illinois
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Pittsburgh, Pennsylvania
Learn more

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