Director, Managed IT Services

Job Summary:

The Managed Services Director will oversee the design and implementation of sophisticated managed services tailored to meet the specific business needs of our upper mid-market and enterprise clients. This position involves consulting with client buyers and technical teams to design effective service engagements within assigned clients. The role also includes leading other architects, delivery, and sales personnel throughout the implementation process and into ongoing Managed Services support.

The Firm provides comprehensive managed services to growing organizations. Our solutions range from cloud/infrastructure managed services, to business line applications managed services such as Netsuite, to end user service desk, to full outsourcing of IT. This role uses client feedback and sales experience to mature go-to-market and delivery strategies to align our solution offerings with the needs of upper-mid market and enterprise level clients.

Job Duties:

• Designs managed services solution(s) to fulfill functional and technical requirements
• Designs relevant technical documentation, views, and proposal documents to communicate the solution to the Client and to internal teams
• Collaborates with internal teams to lead the solution design effort for a client account, discovering relevant technical requirements, and setting a scope and plan to meet client requirements
• Acts as the accountable point of contact for managed services solution discovery, design, and implementation in a client account
• Generates project organization, deliverable plan that includes configuration verification, transition
• Drafts and confirms Service Level Agreements (SLAs) using organizational standards guidance to gain agreement with clients
• Organizes the design/plan agreed with the client into a managed service delivery plan
• Owns accountability for contribution of peers and junior team members to the solution design and complete review and approval processes for technical and commercial designs
• Analyzes the proposed solution and create views for value management to support the client in a decision to buy managed services
• Creates proposals for Clients reflecting relevant detail, collaborating with sales and business leaders to win managed services opportunities
• Leads support and escalation calls with customers and/or vendors on technical design / issues / discussion where need arises
• Leads the transition effort from sales to an ongoing run state for a sold managed services engagement
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of managed services team members
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Qualifications, Knowledge, Skills, and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree in Information Technology or Computer Science, preferred

Experience:

• Ten (10) or more years of professional experience in Service Delivery, IT or Professional Services, required
• Eight (8) or more years of strong IT operational experience, required
• Five (5) or more years of experience leading teams within an IT services environment, required
• Four (4) or more years managing and overseeing offshore teams, required
• Experience with pricing enterprise-level engagements, required
• Advanced managed services provider experience, preferred
• Advanced experience within a similar role and matrixed managed services environment, preferred
• Advanced experience in IT project management and managed services delivery, preferred
• Advanced experience in designing and architecting managed services programs with comprehensive service frameworks and delivery teams for emerging client needs, preferred
• Client facing consulting experience, preferred

Software:

• One (1) or more of the following, required:
  • Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
  • ITSM platform experience. Ex. ServiceNow
  • Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
  • FortiOS or other Firewall Software Experience

Licenses/Certifications:

• Project Management Professional, (PMP), preferred
• ITIL V3/V4, preferred

Other Knowledge, Skills & Abilities:

• Strong verbal and written communication skills
• Excellent interpersonal and customer relationship skills
• Strong analytical, facilitation, and documentation skills
• Strong project planning, scoping, and management skills
• Strong business process analysis & design and process flow skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of successfully multi-tasking while working independently or within a group environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to work well in a cross-functional team environment,
• Excellent organizational and multi-tasking skills

Keywords: Managed Services, Information Technology, Consulting, Network Operations Center, NOC, Manager, Azure, Service Delivery, Azure, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Microsoft

Join us at BDO, where you will find more than a career, you’ll find a place where your work is impactful, and you are valued for your individuality. We offer flexibility and opportunities for advancement. Our culture is centered around making meaningful connections, approaching interactions with curiosity, and being true to yourself, all while making a positive difference in the world.

At BDO, our purpose of helping people thrive every day is at the heart of everything we do. Together, we are focused on delivering exceptional and sustainable outcomes and value for our people, our clients, and our communities. BDO is proud to be an ESOP company, reflecting a culture that puts people first, by sharing financially in our growth in value with our U.S. team. BDO professionals provide assurance, tax and advisory services for a diverse range of clients across the U.S. and in over 160 countries through our global organization.

BDO is the first large accounting and advisory organization to implement an Employee Stock Ownership Plan (ESOP). A qualified retirement plan, the ESOP offers participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits* offerings. The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions.

We are committed to delivering exceptional experiences to middle market leaders by sharing insight-driven perspectives, helping companies take business as usual to better than usual. With industry knowledge and experience, a breadth and depth of resources, and unwavering commitment to quality, we pride ourselves on:

• Welcoming diverse perspectives and understanding the experience of our professionals and clients
• Empowering team members to explore their full potential
• Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
• Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
• Focus on resilience and sustainability to positively impact our people, clients, and communities
• BDO Total Rewards that encompass so much more than traditional “benefits.” Click here to find out more!

• Benefits may be subject to eligibility requirements.

Equal Opportunity Employer, including disability/vets