Director, Managed Services

Bounteous; United States; On-site; USD 130,000 - 180,000; Full time

Job summary

A leading company is seeking a Senior Director of Managed Services to lead their North American team. The role involves strategic oversight of service delivery, team management, and establishing governance structures. Ideal candidates will have extensive experience in Managed Services and proven leadership skills. This position offers an opportunity to shape the future of the Managed Services Delivery practice.

Qualifications

• At least 12 years managing in a mature Managed Services organization.
• Proven ability to coach and develop Managed Services leaders.

Responsibilities

• Lead North American Managed Services team and oversee service delivery for 30+ clients.
• Guide technical teams including Cloud and DevOps Engineering.
• Create governance structures for evolving services.

Skills

Leadership

Strategic Planning

Financial Management

Coaching

Organizational Skills

Education

BS/BA in relevant field

Tools

ServiceNow

CloudWatch

Terraform

Job description

Senior Director, Managed Services,

Full-time, United States.

JOB DESCRIPTION:

Bounteous is seeking a candidate for the Senior Director of Managed Services position, leading the North American team. Our Managed Services practice was initiated three years ago and continues to grow and evolve. We are looking for a strong leader with creativity and an entrepreneurial spirit. The successful candidate will be key in developing and implementing an organizational structure and catalog of services for our expanding Managed Services Delivery practice. Candidates should have executive presence, broad Managed Services experience, and at least 12 years of leadership in Managed Services organizations, preferably with experience in establishing such organizations.

Responsibilities:

1. 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.
2. Provide guidance and set strategic direction for technical teams including Cloud and DevOps Engineering, Monitoring/Triage, and Security Management.
3. Contribute to and champion initiatives from the Managed Services Roadmap to establish a solid foundation of services.
4. Oversee all North American teams, including Service Delivery Managers, Coordinators, ITSM/ServiceNow, and Technology Operations functions.
5. Guide technical and service delivery leaders to accomplish Managed Services delivery to clients.
6. Review practice P&L, address deviations from forecasts, and plan adjustments to control costs; create revenue forecasts annually and coordinate with project accounting on discrepancies.
7. Create governance structures as needed to direct the evolving services.
8. Oversee service delivery for 30+ clients utilizing leveraged and T&M service models; act as a single point of contact for escalations.
9. Coach and mentor team members to build a service-focused team.
10. Participate in organizational training initiatives to enhance team effectiveness.
11. Oversee transition and implementation of Managed Services contracts, ensuring high client and internal satisfaction.
12. Collaborate with clients, engineers, and vendors for smooth project transitions and support post-go-live.
13. Establish service models, including service definitions, staffing, cost models, marketing materials, SOWs, RACI matrices, SLAs, and proposal materials; train business development teams on new services.

Preferred Qualifications:

• BS/BA in relevant field or equivalent work experience.
• At least 12 years managing in a mature Managed Services organization.
• Experience in business development—developing service offerings, proposals, and presentations.
• Experience building Managed Services competencies is a plus.
• Knowledge of managed services including applications, infrastructure, and security.
• Experience working in a global model with distributed/remote teams.
• Proven ability to coach and develop Managed Services leaders and team members.
• Strong organizational skills and attention to detail.
• Experience in strategic planning and implementation.
• Understanding of digital technologies.
• ITIL Foundations Certification.
• Financial management experience.
• Experience with automation tools such as 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.