Senior Manager, Managed Services — Hybrid Delivery Leader

Imprivata; Austin (TX); Hybrid; USD 156,000 - 178,000; Full time

Job summary

Imprivata is seeking a Senior Manager, Managed Services to lead day-to-day delivery, improve customer outcomes, and drive service excellence across portfolios. This role partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to execute strategic priorities.

Based in Waltham, MA or Austin, TX, this hybrid position focuses on building teams, managing performance, and delivering measurable value while ensuring compliance with contracts and security standards.

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.
• 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.

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 various teams 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 leadership.
• Contribute operational insight to new service offerings, product launches, roadmap discussions, and continuous-improvement initiatives.
• Ensure work aligns with contracts, policies, and regulatory standards.

Skills

People leadership

Stakeholder management

Analytical skills

Communication

Education

Bachelor’s degree in a relevant field or equivalent experience

Tools

Salesforce

Microsoft 365

Gainsight

Job description

Imprivata is seeking a Senior Manager, Managed Services to lead day-to-day delivery, improve customer outcomes, and drive service excellence across portfolios. This role partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to execute strategic priorities.

Based in Waltham, MA or Austin, TX, this hybrid position focuses on building teams, managing performance, and delivering measurable value while ensuring compliance with contracts and security standards.