Director, Managed Services & Service Delivery

Trace3; Indianapolis (IN); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) with employer match

Competitive compensation

Training and development programs

Snacks & beverages in major offices

Collaborative and cool culture

Generous paid time off

Job summary

Trace3 is seeking a Director of Managed Services to oversee all engagements, performance, governance, and financials for Client Experience and Service Delivery Management teams. The role reports to the VP and requires guiding strategic initiatives and resource management across multiple states.

The ideal candidate will lead financial planning, forecast the business unit, and harmonize operations with Trace3's strategy. Expect interaction with executives and customers to drive service excellence.

Qualifications

• Leads a 7x24 distributed operations team.
• 10+ years managing multi-tenant infrastructure tools and systems.
• 8+ years in a multi-tenant service provider environment.
• Experience with ITIL v4 framework standards.

Responsibilities

• Direct a 24x7x365 operations team with distributed resources.
• Plan staffing, training, cost estimation, scheduling and delivery oversight.
• Develop KPIs and benchmark against industry standards.
• Define and refine standard operating procedures for seamless delivery.
• Act as client liaison and manage expectations within service capabilities.

Skills

Team leadership

Strategic planning

ITIL v4 experience

Financial acumen

Operations management

Problem-solving

Job description

Trace3 is seeking a Director of Managed Services to oversee all engagements, performance, governance, and financials for Client Experience and Service Delivery Management teams. The role reports to the VP and requires guiding strategic initiatives and resource management across multiple states.

The ideal candidate will lead financial planning, forecast the business unit, and harmonize operations with Trace3's strategy. Expect interaction with executives and customers to drive service excellence.