Managing Director, Managed Services & BPO Delivery
Core
Lead and strengthen the client and delivery experience across the Managed Services platform, ensuring consistency from onboarding through value realization.
Role type
Senior leadership, Managed Services Delivery & Experience
Builds
A connected, accountable operating model for Managed Services delivery
Domain
Professional services, Managed Services, BPO
Deliverable
client delivery | dashboards & analysis
Required skills
Managed services leadership, client relationship management, delivery governance, operational discipline, strategy execution, team coaching, stakeholder influence, service quality management, platform scalability, value realization
Preferred skills
Experience in professional services, transformation, recurring services, offshore team management, AI enablement
Technologies
AI tools, workflow automation platforms, reporting systems
Responsibilities
Design and execute Managed Services client experience strategy; Define standards for client communication and escalation management; Partner with delivery leadership to establish KPIs and accountability structures; Identify friction points and translate insights into scalable operating improvements; Support retention and expansion of Managed Services accounts; Collaborate with technology teams to improve workflow visibility and automation.
Seniority
Senior, hands-on IC leadership