Leads the Managed Services operating unit, owning revenue growth, gross margin, customer retention, satisfaction, renewals, and operational performance. Partners with sales on pursuits, proposals, pricing, and reusable service assets; oversees onboarding, SLA governance, escalations, and delivery improvements. Develops a strategy to double the UKI managed services business, builds the team, fosters continuous improvement and automation, and reports performance metrics to executive leadership.
The Senior Director, Managed Services is a senior leadership role responsible for Managed Services as a distinct operating unit within OSF Digital. This role owns the unit's overall performance , driving revenue growth against target, leading and partnering with sales on pursuit and reusable asset creation, ensuring high levels of customer retention and satisfaction across the managed services portfolio. The Senior Director is expecting to work in partnership with managed services delivery lead, sets the operating cadence and standards for the practice, and represents Managed Services to executive leadership, clients, and cross-functional partners.
Key Responsibilities:
- Own and drives revenue growth against targe.
- Partner with sales on pursuit support, proposal development, and client presentations for managed services opportunities.
- Drive creation of reusable service assets, offerings, and pricing models to support repeatable sales motions and scalable delivery.
- Working with delivery to ensure customer retention and satisfaction across the managed services portfolio, tracking renewal, churn, and NPS/CSAT metrics against target.
- Serve as the executive escalation point for service delivery issues, ensuring effective communication to customer stakeholders in the event of an SLA disruption.
- Oversee new customer onboarding, knowledge transfer to delivery.
- Establish and govern SLA reporting and commitments, ensuring accurate, timely reporting and rapid resolution of questions arising from it.
- Input to help implement and improve delivery strategies and processes to ensure successful, consistent execution across the managed services book of business.
- Build a strategic plan to grow the UKI managed services business by 2x in 12 months.
- Lead, and help attract talent to support the growth.
Foster a culture of continuous improvement, automation, and adoption of best practices within the managed services organization.
- Report on operating unit performance — revenue, gross margin, retention, and customer satisfaction — to executive leadership on a regular cadence.
Requirements
- Extensive experience leading a Managed Services (or comparable recurring-revenue services) operating unit.
- Proven track record of achieving revenue growth targets and managing/improving gross margin in a services business.
- Experience building and running customer success or account management programs that drive retention and satisfaction at scale.
- Knowledge of Salesforce.com, either through work at industry participants or consulting to the industry.
OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, national origin, age, marital status, or any other protected category in any of the jurisdictions in which we conduct business.
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