Director, Managed Services (Remote)

About the Role

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and lost statements, governance and reviews, vendor management, and escalation management through issue resolution for the Client Experience and Service Delivery Management teams.

The position manages, at the department level, all deadlines, responsibilities, and deliverables, and ensures readiness for all deliverables for internal and external stakeholders across all components of engagements with minimal direction or oversight. The ideal candidate will lead financial planning and forecasting for the business unit and work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the Client Experience and Service Delivery Management teams.

The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors. The candidate will exercise judgment with minimal direction within defined practices and policies to select methods and techniques for delivering solutions and act as the SPOC between executives, customers, departments, and support teams.

What You’ll Do

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless operational integration and delivery.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage teams, championing a culture of growth and mentorship to motivate team members to support their professional development.
• Assess financial reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies through COGS analysis.
• Serve as subject matter expert and client liaison; manage customer expectations based on Managed Services operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.

Summary of Transformative Job Functions

• Remain current with new and existing best practices to innovate Client Experience and Service Delivery operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate, recommend, and assist with implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiation.
• Create processes and manage operations that combine internal and shared vendor capabilities with client expectations to design creative, efficient solutions that meet customer demands and requirements.
• Define a milestone-driven roadmap from baselined operations or gaps, and implement strategic initiatives targeted to improve processes and tools based on industry-leading frameworks.
• Transformative leadership duties as assigned by your manager.

Qualifications & Interests

• Proven ability to lead a team that works 7x24 and is geographically distributed.
• 10+ years of experience managing complex, multi-tenant infrastructure tools and systems comprised of on-premises and cloud-connected technologies
• 8+ years of experience working in a multi-tenant service provider environment.
• Experience working with and managing outcomes following ITIL v4 framework standards.
• Strong strategic planning, analytics skills, execution, and service delivery excellence.
• Financial acumen – understanding of gross profit, net income, and other business financial terms and formulas.
• Problem-solving – leverage relationships, customer skills, business acumen, and creativity to solve problems.

Estimated Pay Range

$153,000 — $187,000 USD

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.