Executive Leader, Managed Services Delivery & Experience

Baker Tilly Advisory Group, LP; United States; On-site; USD 182,000 - 345,000; Full time

Job summary

Baker Tilly Advisory Group, LP is seeking a Managing Director, Managed Services Delivery & Experience to lead client delivery across the Managed Services platform. This senior leader will drive a consistent, scalable experience from onboarding through value realization.

The ideal candidate brings 15+ years in managed or professional services, executive presence, CPA/MBA, and a track record of shaping governance, KPIs, and client journeys for recurring services.

Qualifications

• Bachelor’s degree in Accounting, Finance, or Business required; CPA and/or MBA preferred.
• 15+ years in managed services, professional services, outsourcing, client success, operations, transformation or tech-enabled delivery.
• Experience leading client experience, delivery governance, service quality or recurring services across a multi-client portfolio.
• Ability to work with senior client executives and internal leadership on complex delivery, relationships and value realization.
• Strong understanding of onboarding, transitions, service delivery, KPIs, SLAs, escalation management and client retention.
• Experience building scalable operating standards, playbooks, governance models or client journey frameworks.
• Proven ability to influence across delivery, growth, operations, technology, offshore and executive stakeholders.
• Experience supporting growth, expansion and account development in recurring services.
• Strong commercial judgment including understanding of engagement economics, scope, delivery quality and margins.
• Experience with workflow tools, automation, AI-enabled delivery, operational reporting or digital service models preferred.

Responsibilities

• Lead the design and execution of the Managed Services client experience strategy across onboarding, transition, delivery, governance, service reviews and expansion.
• Define and implement standards for client communication, meeting cadence, executive reporting, escalation management, issue resolution and value realization.
• Partner with delivery leadership to ensure engagements have clear roles, KPIs, SLAs, governance routines and accountability structures.
• Serve as a senior advisor to delivery teams on complex client situations, executive conversations, service quality concerns and relationship risks.
• Identify friction points and translate insights into scalable operating improvements, playbooks, tools and delivery standards.
• Partner with growth and account leadership to support retention, expansion and differentiated market positioning for Managed Services.
• Work with transitions teams to improve onboarding consistency, accelerate time to value and setup long-term success.
• Collaborate with technology, AI and operations teams to improve workflow visibility, reporting, automation, data quality and client-facing insights.
• Create stronger feedback loops from clients, teams and leadership to improve service quality, client trust and platform performance.
• Help advance a culture of ownership, responsiveness, proactive communication and disciplined execution across Managed Services.
• Support strategic initiatives that improve scalability, margin, client retention, team effectiveness and market differentiation.

Skills

Executive leadership

Client delivery

Operations management

Strategic influence

Finance knowledge

Education

Bachelor’s in Accounting/Finance/Business

CPA or MBA preferred

Tools

Workflow tools

Automation/AI delivery

Job description

Baker Tilly Advisory Group, LP is seeking a Managing Director, Managed Services Delivery & Experience to lead client delivery across the Managed Services platform. This senior leader will drive a consistent, scalable experience from onboarding through value realization.

The ideal candidate brings 15+ years in managed or professional services, executive presence, CPA/MBA, and a track record of shaping governance, KPIs, and client journeys for recurring services.