Head of Managed Services Delivery & Experience

Baker Tilly; Chicago (IL); On-site; USD 182,000 - 345,000; Full time

Job summary

Baker Tilly seeks a Managing Director, Managed Services Delivery & Experience to lead the client and delivery experience across the Managed Services platform. You will drive a consistent, scalable and differentiated client journey from onboarding through steady-state delivery and expansion.

This senior role partners with leaders across delivery, growth, transitions, technology and offshore teams to ensure an integrated, accountable operating model and high-quality client outcomes.

Qualifications

• Executive leadership with strong client focus and delivery discipline.
• Experience in managed or professional services delivery across multi-client portfolios.
• Ability to design scalable operating standards, playbooks and governance models.
• Strong communication, collaboration and executive presence.

Responsibilities

• Lead design and execution of Managed Services client experience strategy across onboarding, transition, delivery, governance, reviews and expansion.
• Define standards for client communication, cadence, reporting, escalation and value realization.
• Partner with delivery leadership to ensure clear roles, KPIs, SLAs and accountability.
• Advise delivery teams on complex client situations and risk management.
• Identify friction points and translate insights into scalable operating improvements and playbooks.
• Support retention, expansion and differentiated market positioning for Managed Services.
• Improve onboarding consistency and accelerate time to value for new engagements.
• Collaborate with technology and operations teams for better visibility and client insights.
• Create feedback loops to improve service quality and trust across the platform.
• Promote ownership, responsiveness and disciplined execution across Managed Services.

Skills

Executive leadership

Client experience

Delivery governance

Operations leadership

Strategic thinking

Education

Bachelor's degree in Accounting/Finance/Business

CPA and/or MBA preferred

Tools

Workflow tools

AI-enabled delivery

Job description

Baker Tilly seeks a Managing Director, Managed Services Delivery & Experience to lead the client and delivery experience across the Managed Services platform. You will drive a consistent, scalable and differentiated client journey from onboarding through steady-state delivery and expansion.

This senior role partners with leaders across delivery, growth, transitions, technology and offshore teams to ensure an integrated, accountable operating model and high-quality client outcomes.