Senior Manager, Managed Services

RXinsider LTD.; Waltham (MA); Hybrid; USD 156,000 - 178,000; Full time

Job summary

Imprivata is seeking a Senior Manager, Managed Services to lead day-to-day performance, delivery quality, and customer outcomes for assigned teams and portfolios. You will partner across Success, Support, Professional Services, Product, Engineering, and Sales to resolve issues and improve processes.

The role requires 7+ years in services and 3+ years of people leadership, with expertise in data-driven performance and strong communication. Hybrid work in Waltham, MA or Austin, TX.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years in services, customer success, technical support, or healthcare IT.
• At least 3 years of people leadership experience.
• Experience using data to improve performance and outcomes.
• Proficiency with Salesforce and Microsoft 365; experience with Gainsight or similar tools.
• PM Certification is a plus.

Responsibilities

• Lead and develop assigned Managed Services teams, including managers, team leads, and individual contributors, through coaching, performance management, recognition, and career development.
• Translate departmental priorities into operating plans that clarify customer coverage, workload, staffing needs, service levels, and execution accountability.
• Oversee delivery for an assigned customer portfolio, ensuring commitments are completed on time, contractual obligations are met, and risks are identified and addressed early.
• Track and report operational, customer, quality, capacity, and productivity metrics; use trends and root-cause analysis to recommend and implement corrective actions.
• Manage customer escalations within the assigned scope, coordinate cross-functional resolution plans, and communicate clearly with customer and internal stakeholders.
• Drive adoption of standardized workflows, playbooks, documentation, and best practices that improve consistency, efficiency, scalability, and customer experience.
• Identify capability and knowledge gaps across the team and build or improve onboarding, training, enablement, and knowledge-sharing programs.
• Partner with Customer Success, Support, Professional Services, Product, Engineering, and Sales to improve delivery readiness, resolve recurring issues, and support customer adoption and renewal confidence.
• Provide input to resource planning, forecasting, and service capacity decisions; elevate staffing, delivery, and financial risks to the Vice President, Managed Services.
• Contribute operational insight to new service offerings, product launches, roadmap discussions, and continuous‑improvement initiatives, including pilots and adoption programs.
• Ensure work is performed in accordance with contracts, company policies, applicable regulatory requirements, and established security and quality standards.
• Other duties as assigned and required.

Skills

7+ years experience

People leadership

Service delivery

Data analysis

Analytical communication

Cross-functional collaboration

Salesforce

Microsoft 365

Gainsight

Imprivata

PM Certification

Education

Bachelor’s degree in a relevant field

Tools

Salesforce

Microsoft 365

Gainsight

Imprivata

Job description

Description

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Senior Manager, Managed Services to join our team. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.

Job Summary

The Senior Manager, Managed Services is a senior operational leader responsible for the day-to-day performance, delivery quality, and customer outcomes of assigned Managed Services teams and customer portfolios. Reporting to the Vice President, Managed Services, this role translates departmental priorities into clear operating plans, monitors service and productivity performance, develops people and capabilities, and drives consistent execution of customer commitments. The Senior Manager partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to resolve issues, improve processes, and increase customer value. This role contributes to the evolution of the Managed Services operating model and offerings while executing within established strategic, financial, and commercial direction.

Duties And Responsibilities

• Lead and develop assigned Managed Services teams, including managers, team leads, and individual contributors, through coaching, performance management, recognition, and career development.
• Translate departmental priorities into operating plans that clarify customer coverage, workload, staffing needs, service levels, and execution accountability.
• Oversee delivery for an assigned customer portfolio, ensuring commitments are completed on time, contractual obligations are met, and risks are identified and addressed early.
• Track and report operational, customer, quality, capacity, and productivity metrics; use trends and root-cause analysis to recommend and implement corrective actions.
• Manage customer escalations within the assigned scope, coordinate cross-functional resolution plans, and communicate clearly with customer and internal stakeholders.
• Drive adoption of standardized workflows, playbooks, documentation, and best practices that improve consistency, efficiency, scalability, and customer experience.
• Identify capability and knowledge gaps across the team and build or improve onboarding, training, enablement, and knowledge-sharing programs.
• Partner with Customer Success, Support, Professional Services, Product, Engineering, and Sales to improve delivery readiness, resolve recurring issues, and support customer adoption and renewal confidence.
• Provide input to resource planning, forecasting, and service capacity decisions; elevate staffing, delivery, and financial risks to the Vice President, Managed Services.
• Contribute operational insight to new service offerings, product launches, roadmap discussions, and continuous‑improvement initiatives, including pilots and adoption programs.
• Ensure work is performed in accordance with contracts, company policies, applicable regulatory requirements, and established security and quality standards.
• Other duties as assigned and required.

Required Qualifications

• Bachelor’s degree in a relevant field or equivalent experience
• 7+ years in services, customer success, technical support, or healthcare IT.
• At least 3 years of people leadership experience, including coaching, performance management, and team development.
• Proven success managing complex service delivery, customer portfolios, competing priorities, escalations, and root-cause resolution.
• Experience using operational, customer, service-level, financial, and capacity data to improve performance and customer outcomes.
• Strong analytical, organizational, and communication skills, with the ability to influence senior stakeholders and cross-functional partners.
• Proficiency with Salesforce and Microsoft 365, plus sound judgment in balancing customer commitments, service quality, and long-term value.
• Experience with Gainsight, Imprivata or comparable technology, healthcare IT, cybersecurity, identity and access management, or regulated industries preferred.
• Project management, service management, or relevant professional certification preferred.

This position offers a total compensation range of $156,000.00 to $178,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.

At Imprivata, we have a top‑notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun.

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.