- Company Name
- Messagepoint
- Job Title
- Director, Managed Services
- Job Description
-
Job title
Director, Managed Services
Role Summary
Lead the Managed Services organization to ensure ongoing success, stability, and optimization of client solutions post‑implementation. Own service delivery operations, client satisfaction, and continuous improvement, balancing operational excellence with proactive partner‑driven engagement.
Expactations
- Deliver high‑quality, SLA‑driven support services while scaling the function through automation and process improvement.
- Maintain proactive service culture, transitioning from reactive incident resolution to preventive, value‑added partnership.
- Act as senior escalation point for key client relationships, ensuring timely issue resolution and client retention.
Key Responsibilities
- Own and manage Managed Services operations, including production support and client relationship management.
- Develop, maintain, and enforce service delivery frameworks and SLAs with measurable outcomes.
- Optimize support processes: incident management, request fulfillment, root‑cause analysis, and problem prevention.
- Oversee service transition from Implementation Services, ensuring stable handover and documentation.
- Define, track, and report operational KPIs (response/ resolution times, SLA compliance, CSAT).
- Work with Product and Engineering to elevate systemic issues and influence roadmap priorities.
- Drive continuous improvement initiatives for efficiency, automation, and client experience.
- Forecast, budget, and manage resource capacity, balancing cost control with responsiveness.
- Mentor, coach, and develop the Managed Services team, fostering accountability and collaboration.
Required Skills
- 10+ years experience in Managed Services, Service Delivery, or Technical Support in SaaS/enterprise software, with 3–5 years in a leadership role.
- Strong ITIL or equivalent framework expertise (Incident, Problem, Change, Release, Knowledge).
- Proven track record of eliminating post‑go‑live incidents and meeting/exceeding SLA targets.
- Experience driving service automation and process improvement.
- Excellent leadership, client relationship management, and cross‑functional collaboration skills.
- Financial acumen for forecasting, resource planning, and P&L management.
- Ability to manage distributed or remote teams across multiple time zones.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Business, or related field.
- ITIL certification (preferred).