Director, Managed Services (Remote)

Trace3; Louisville (KY); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) with employer match

Competitive compensation

Training and development programs

Office snacks and beverages

Collaborative and cool culture

Work-life balance

Generous paid time off

Job summary

Trace3 in Louisville seeks a Director of Managed Services to oversee client engagements, operational performance, and governance for the Client Experience and Service Delivery Management teams. You will lead a 24x7 distributed operations organization, drive financial planning and forecasting, and execute the vision for service delivery while ensuring profitability and high client satisfaction.

The role requires 10+ years of managing complex multi-tenant infrastructure, ITIL v4 experience, and

Qualifications

• Proven ability to lead a distributed 7x24 operations team.
• Experience with ITIL v4 framework standards.
• Strong strategic planning and analytics skills.
• Financial acumen including P&L understanding.

Responsibilities

• Oversee all aspects of service engagements, operations, and governance for the Client Experience and Service Delivery Management teams.
• Lead a 24x7x365 operations group with distributed resources across states; manage staffing, budgeting, and quality control.
• Develop and refine SOPs, set department goals, metrics, and KPIs; ensure profitability and client satisfaction.
• Act as a client liaison and SME for Managed Services capabilities and limitations.
• Provide leadership in financial planning and forecasting for the business unit.

Skills

Team leadership

ITIL v4

Strategic planning

Analytics

Financial acumen

Problem-solving

Communication

Job description

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart-Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice -The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentallymapping outevery checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork -Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and lost statements, governance and reviews, vendor management, and escalation management through issue resolution for the Client Experience and Service Delivery Management teams.

The position manages, at the department level, all deadlines, responsibilities, and deliverables, and ensures readiness for all deliverables for internal and external stakeholders across all components of engagements with minimal direction or oversight. The ideal candidate will lead financial planning and forecasting for the business unit and work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the Client Experience and Service Delivery Management teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors. The candidate will exercise judgment with minimal direction within defined practices and policies to select methods and techniques for delivering solutions and act as the SPOC between executives, customers, departments, and support teams.

What You’ll Do:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless operational integration and delivery.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage teams, championing a culture of growth and mentorship to motivate team members to support their professional development.
• Assess financial reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies through COGS analysis.
• Serve as subject matter expert and client liaison; manage customer expectations based on Managed Services operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.

Summary of Transformative Job Functions:

• Remain current with new and existing best practices to innovate Client Experience and Service Delivery operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate, recommend, and assist with implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiation.
• Create processes and manage operations that combine internal and shared vendor capabilities with client expectations to design creative, efficient solutions that meet customer demands and requirements.
• Define a milestone-driven roadmap from baselined operations or gaps, and implement strategic initiatives targeted to improve processes and tools based on industry-leading frameworks.
• Transformative leadership duties as assigned by your manager.

Qualifications & Interests:

• Proven ability to lead a team that works 7x24 and is geographically distributed.
• 10+ years of experience managing complex, multi-tenant infrastructure tools and systems comprised of on-premises and cloud-connected technologies
• 8+ years of experience working in a multi-tenant service provider environment.
• Experience working with and managing outcomes following ITIL v4 framework standards.
• Strong strategic planning, analytics skills, execution, and service delivery excellence.
• Financial acumen – understanding of gross profit, net income, and other business financial terms and formulas.
• Problem-solving – leverage relationships, customer skills, business acumen, and creativity to solve problems.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email [e-mail].

***To all recruitment agencies:***Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.