Job Description

Director of Managed Services

Full-time, Direct hire role

Description


GDI is seeking a dynamic and experienced Senior Manager or Director, Managed Services to lead our client's Managed Services division. Reporting to the VP of Service Delivery & PMO, the selected candidate will oversee the team and delivery of technical managed services to our clients, ensuring exceptional service quality, driving continuous improvement, and fostering strong client relationships. This role requires a strategic thinker with proven leadership skills, deep technical expertise, and a passion for delivering value through managed services.



Key Responsibilities

• Strategic Leadership: Develop and execute the strategic vision for the Managed Services division, aligning with the company's overall objectives and market trends
• Service Delivery: Oversee the delivery of managed services, including proactive monitoring, incident management, problem resolution, and service level management
• Client Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact for escalations, service reviews, and strategic discussions
• Team Hiring, Development, & Management: Recruit, lead, and mentor a team of technical managed services professionals, providing guidance, coaching, and support through regular 1:1s and team meetings to ensure high levels of quality customer service and employee engagement
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality, efficiency, and client satisfaction. Identify areas for optimization and implement best practices and tools to maximize operational effectiveness
• Financial Management: Manage the financial performance of the Managed Services division, including budgeting, forecasting, and cost optimization
• Sales Support: Collaborate with the sales team to identify upsell and cross-sell opportunities within existing client accounts. Champion the sales process by providing technical expertise, solution consulting, and proposal development
• Compliance & Security: Ensure that managed services operations comply with industry standards, regulatory requirements, and security best practices. Implement and manage robust security measures to protect client data and infrastructure
• Vendor Management: Manage relationships with third-party vendors and partners, negotiating contracts, evaluating performance, and ensuring alignment with service delivery objectives
• Reporting & Analytics: Develop and maintain metrics, KPIs, and reporting mechanisms to track the performance of managed services operations. Provide regular updates to senior management on key performance indicators, trends, and issues
  
  
  
  

Requirements

• 5+ years of experience in IT services, with at least 3 years in a leadership role overseeing managed services technical operations
• Strong technical background in on premises IT infrastructure, cloud technologies, particularly Microsoft Azure and Office 365. Certifications such as Microsoft Certified: Azure Administrator Associate or Microsoft Certified: Azure Solutions Architect Expert are highly desirable
• 5+ years of experience in financial management, budgeting, and P&L responsibility with strong business acumen and ability to communicate to a variety of stakeholders
• Proven expertise of driving business growth, achieving revenue targets, and delivering high-quality managed services to clients
• 5+ years of experience developing and executing strategic plans, identifying market opportunities, and driving operational excellence
• Excellent leadership, communication, and interpersonal / EQ skills. Ability to inspire and motivate teams to achieve goals and exceed client expectations. Background and understanding of Servant Leadership is desired
• 3+ years of experience implementing IT service management processes and best practices using ITIL framework
• Experience working in a consulting or professional services environment is required
  
  

Our Benefits

• Medical, Dental, and Vision coverage
• Flexible schedules, 15 days of vacation time annually, 7 paid company holidays, and paid birthday off
• Voluntary supplemental insurances (life, disability, and accident)
• 401(k) with company contribution
• Cincinnati Courier Best Places to Work aware winner 5 years running
  
  
  
  

About GDI Infotech:

GDI Infotech is a talent-matching company focused on matching the right people to the right positions to assist organizations achieve their strategic objectives. Since our founding in 1993, we've assisted countless organizations in achieving their goals.

Building successful teams requires more than just technical skills. GDI's proven 360 methodology address all attributes for success, creating successful teams.

We positively impact lives daily by matching the right people with the right position.

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