Senior Manager or Director, Managed Services

Description

  

Interlink Cloud Advisors, Inc. is seeking a dynamic and experienced Senior Manager or Director, Managed Services to lead our Managed Services division. Reporting to the VP of Service Delivery & PMO, you 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

1. Strategic Leadership: Develop and execute the strategic vision for the Managed Services division, aligning with the company's overall objectives and market trends
2. Service Delivery: Oversee the delivery of managed services, including proactive monitoring, incident management, problem resolution, and service level management
3. Client Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact for escalations, service reviews, and strategic discussions
4. 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
5. 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
6. Financial Management: Manage the financial performance of the Managed Services division, including budgeting, forecasting, and cost optimization
7. 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
8. 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
9. Vendor Management: Manage relationships with third-party vendors and partners, negotiating contracts, evaluating performance, and ensuring alignment with service delivery objectives
10. 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 Us

Interlink is a nationally recognized IT consulting company, offering the flexibility of a small company while providing stability and benefits usually found at enterprise firms. We work with a people-first mentality, so we look to hire mo