Director, Managed Services

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

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/Triage, and Security Management.
• Contribute to and champion initiatives from the Managed Services Roadmap as we continue to establish solid foundation of the services.
• Oversee all North American teams, including Service Delivery Managers and Coordinators, ITSM/ServiceNow, and Technology Operations functions 
• Guide technical and service delivery leaders to accomplish the delivery of Managed Services to our clients.
• Review the 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, and presentations.
• Experience building a Managed Services competency is considered a plus.
• Experience with managed services, including applications, infrastructure, and security.
• Worked successfully in a 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 are bonuses.
• Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Adobe Commerce/Magento) and Google Analytics is a plus.