Managing Director, Client Experience & Managed Services

Baker Tilly US; Philadelphia (Philadelphia County); On-site; USD 182,000 - 345,000; Full time

Job summary

Baker Tilly US LLP is seeking a Managing Director, Managed Services Delivery & Experience to lead client experience across onboarding, delivery and expansion.

This senior role partners with Managed Services leadership, delivery teams, growth leaders, transitions, operations, technology, AI enablement and offshore teams to ensure clients experience Managed Services as one connected, accountable operating model.

Qualifications

• Bachelor’s degree required in relevant field (Accounting/Finance/Business).
• CPA and/or MBA preferred.
• 15+ years in managed services, professional services, outsourcing, or related delivery roles.

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 and responsibilities, KPIs, SLAs, governance routines and accountability structures.
• Serve as a senior advisor to delivery teams on complex client situations, executive conversations and delivery quality concerns.
• Identify friction points across clients and teams, and translate insights into scalable operating improvements and playbooks.

Skills

Executive leadership

Client relationship management

Delivery governance

Strategic thinking

Education

Bachelor’s degree in Accounting, Finance, or Business

Job description

Baker Tilly US LLP is seeking a Managing Director, Managed Services Delivery & Experience to lead client experience across onboarding, delivery and expansion.

This senior role partners with Managed Services leadership, delivery teams, growth leaders, transitions, operations, technology, AI enablement and offshore teams to ensure clients experience Managed Services as one connected, accountable operating model.