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

• 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, 3 weeks of vacation time annually, 7 paid company holidays, and paid birthday off
• Voluntary supplemental insurances (life, disability, and accident)
• 401(k) with company contribution
• Awarded the 2023 Best Places to Work Winner in Cincinnati by the Business Courier
  
  
  

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 motivated individuals who understand that accomplishing our goals in supporting our clients while having fun is important. At Interlink, we also believe that working in an innovative, fun, and collaborative environment is key to success. As the winner of The Best Places to Work Award three years in a row, we know what it takes to care for our employees and clients.

We value diversity, equity, innovation, and excellence in everything we do, and we use those values to create a positive and collaborative work environment where everyone can thrive, grow, and make an impact. Interlink is more than just a company; we are a community. You'll enter a supportive, collaborative team where everyone has your back. We celebrate your wins, encourage you during challenges (both personal and work), and foster connections beyond the office walls. We are looking for people who share our vision and passion for making a difference. If you are ready to join a team of talented and driven professionals who love what they do, you are in the right place.

Get to know more about us and our company culture

Interlink Cloud Advisors is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.