Director, Managed Services
Job ID 2020-6055 # of Openings 1
Remote – U.S. Category Services & Consulting
We are currently seeking an experienced Managed Services leader with an external, customer facing Software Managed Services background to become our next Director of Managed Services. The Director will be accountable for management and growth of our Managed Services business ensuring assigned clients receive the highest level of quality service and support. This position is responsible for directing the operations of the business unit and ensuring structured processes and procedures are implemented and executed to enable optimal service delivery. This individual will develop strategic direction for Managed Services, build offerings, develop pricing, and align operations with industry best practice frameworks. The ideal candidate must have a proven track record of developing, building and transforming formal Managed Services models. In addition, experience defining, building and growing teams as well as Service pricing, defining operational procedures, setting service standards, defining and reporting SLA’s, KPI’s are all critical for this role.
What you will be doing
Design and deliver support and service solutions for customers in line with ITIL and/or industry best practices
Plan, organize, and manage staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction
Build an operational model for Hyland Managed Services and ensure operational procedures and practices are well defined, documented and consistently applied
Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
Ultimately responsible for defining and pricing new offerings
Work closely with the Services team to ensure new customers are on-boarded with seamless handover / transition into “in-life service
Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
Responsible for Managed Services strategy with particular focus into opportunities to grow and/or enhance the service offered
Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
Drive a continual service improvement program based on a desire to become a world class Managed Services Provider
Assume full P&L responsibility for
What will make you successful
10+ years of experience in enterprise application management preferably in enterprise planning, business automation management, robotic process automation and or enterprise content services.
4+ years in a management position with P&L responsibility as well as experience supporting 24X7 critical Managed Services offering services.
Proven track record of scaling Managed Services function and exceeding the financial targets
Experience in building and running a Managed Service offering
Strong knowledge of best practices for Managed Services application/solution maintenance and optimization.
Experience supporting a SaaS solution in a Managed Services environment
Excellent communication skills
Expert customer management skills
People management skills: hired, trained and ramped technical and non-technical backgrounds both onshore and off-shore
Ability to multi-task in a fast-paced environment
Strong analytical skills with the ability to own the creation and presentation of analysis
Bachelor’s degree required
Demonstrated ability to establish rapport and gain the trust of others; effective at gaining consensus
Up to 25% travel time required
What you can expect next
Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
Any follow up questions? Email your Recruiter directly at Careers@Hyland.com .
401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program.
Find out more by going to .
Welcome to #HylandLife
Since 1991, it has been Hyland’s mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform . Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we’ve grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities . We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
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