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Director, Managed Services

United States, Houston · Job Posted March 19, 2026
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Job Description

The Director, Managed Services will lead and elevate an established global Managed Services organization currently supporting 18 clients with 35+ team members, with planned growth to 25+ clients and 30–50 global team members. The foundational structure and delivery model are in place. This role is responsible for taking the organization to the next level — enhancing operational rigor, advancing KPI automation, embedding AI-driven efficiencies, optimizing outsourcing leverage, and building a scalable engine that drives retention, expansion, and margin improvement. This leader will strengthen Managed Services as both a performance engine and a growth driver for the business.

Job Responsibility

  • Organizational Leadership & Scalable Structure: Lead and develop a global team of 30–50 Managed Services professionals
  • Enhance existing pod and squad structures to improve accountability and performance
  • Strengthen governance, operating rhythms, and ownership clarity
  • Prepare the organization to scale without operational strain
  • Growth & Revenue Contribution: Drive strong client retention and renewal performance
  • Partner with Sales and Account teams to support expansion opportunities
  • Ensure service delivery excellence supports upsell and cross-sell growth
  • Align delivery structure with profitable growth objectives
  • KPI Automation & Performance Systems: Refine KPI frameworks tied to retention, margin, utilization, and client health
  • Advance automation of operational reporting and dashboards
  • Build executive-level visibility tools to enable proactive management
  • Eliminate manual reporting processes through system integration
  • AI & Operational Efficiency: Implement AI-driven tools and workflow automation to reduce manual effort
  • Improve productivity and efficiency across the organization
  • Modernize reporting and internal workflows
  • Outsourcing & Global Resource Strategy: Optimize and expand outsourcing models to improve cost efficiency and scalability
  • Strengthen governance across global resource teams
  • Align resource strategy to margin and growth objectives
  • Continuous Improvement & Cross-Functional Partnership: Lead structured improvement initiatives across service delivery
  • Partner with Implementation, Product, Finance, and Sales
  • Serve as a strategic thought partner to executive leadership

Requirements

  • 8–12+ years of Managed Services, SaaS Operations, or Professional Services leadership
  • Experience leading 30+ global team members
  • Experience managing multi-client enterprise environments (20+ clients preferred)
  • Proven success optimizing and scaling established service organizations
  • Strong background in KPI automation, dashboards, and performance systems
  • Experience leveraging AI and workflow automation to eliminate manual processes
  • Experience working with outsourced/global resource models
  • Strong operational and financial acumen

What we offer

  • performance bonuses
  • flexible PTO
  • stocked kitchens
  • in-house gym
  • 100% paid healthcare
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