Director, Managed Services

Bounteous; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

A leading company is seeking a Senior Director of Managed Services to oversee their growing North American team. This role involves leading strategic initiatives and managing service delivery for a wide range of clients, requiring robust expertise in Managed Services and IT Service Management. The ideal candidate will possess strong leadership skills and a track record in developing service offerings in a fast-paced environment.

Qualifications

• 12 years managing in a mature Managed Services organization.
• Business development experience in service proposals.
• ITIL Foundations Certification.

Responsibilities

• Oversee service delivery for 30+ clients subscribing to various service models.
• Guide technical teams including Cloud and DevOps Engineering.
• Create governance structures to set direction for services.

Skills

Leadership

Managed Services

IT Service Management

Cloud Technologies

DevOps Engineering

Financial Management

Coaching

digital technologies

Education

BS/BA in relevant field

Tools

ServiceNow

CloudWatch

Terraform

Adobe Experience Manager

Google Analytics

Job description

Director, Managed Services.

Full-time, United States.

JOB DESCRIPTION:

Currently, Bounteous is searching for a candidate 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 services for our fast-growing Managed Services Delivery practice. Candidates should have executive presence; broad Managed Services experience, and 12 years’ experience leading Managed Services organizations, with a preference for candidates who have established Managed Services organizations.

Responsibilities:

• Bring a comprehensive understanding of Managed Services, IT Service Management (ITSM), and the ITIL Framework, with a proven track record of leading successful Managed Services programs.
• Provide guidance 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 a 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 practice P&L, address deviations from the forecast, and plan adjustments as needed to control costs. 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 subscribing 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 ongoing organizational training initiatives to bolster team effectiveness.
• Oversee transition/implementation of Managed Services contracts to ensure high client and internal team satisfaction.
• Integrate closely with clients, engineers, and vendors to ensure smooth project transitions from development to support, meeting go-live dates.
• Establish service models including definitions of service, staffing, cost models, marketing decks, SOWs, RACI matrices, SLAs, and proposal materials. Train the business development team and Business Units on new services.

Preferred Qualifications:

• BS/BA in relevant field 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 a plus.
• Experience with managed services including applications, infrastructure, and security.
• Experience working successfully in a global model with distributed/remote teams.
• Experience coaching and developing Managed Services leaders and team members.
• Proven organizational skills and attention to detail.
• Experience in strategy development and implementation.
• Understanding of digital technologies.
• ITIL Foundations Certification.
• Financial management experience.
• Experience with automation tools like ServiceNow, xMatters, CloudWatch, Cloudflare, Sumo Logic, Site24x7, New Relic, Terraform, and native cloud platforms is a bonus.
• Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Adobe Commerce/Magento), and Google Analytics is a plus.