Senior Manager, Managed Services Delivery

RXinsider LTD.; Waltham (MA); On-site; 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

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.