Senior Manager, Managed Services Delivery

Imprivata; Waltham (MA); Hybrid; USD 156,000 - 178,000; Full time

Job summary

Imprivata in Waltham, MA or Austin, TX is seeking a Senior Manager, Managed Services to lead day‑to‑day delivery, service quality and customer outcomes across assigned portfolios.

This role partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to drive scalable, repeatable services, improve adoption and renewals, and shape the operating model in alignment with strategic and financial goals.

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.

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; escalation 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

People leadership

Stakeholder influence

Data analytics

Cross-functional collaboration

Salesforce proficiency

Microsoft 365 proficiency

Education

Bachelor’s degree

Tools

Salesforce

Gainsight

Microsoft 365

Job description

Imprivata in Waltham, MA or Austin, TX is seeking a Senior Manager, Managed Services to lead day‑to‑day delivery, service quality and customer outcomes across assigned portfolios.

This role partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to drive scalable, repeatable services, improve adoption and renewals, and shape the operating model in alignment with strategic and financial goals.