Managed Services Operations Leader

1 month ago

Concord, United States Mainline Information Systems Full time
Job DescriptionJob Description

Job Summary

We are looking to hire a Managed Services Operations Leader that will be responsible for the operations and delivery of our growing Managed Services line of business. This leadership position is a critical part of Mainline's Services organization and reports directly to the VP of Managed Services. The role includes oversight of all managed delivery, ensuring consistent operations, and customer satisfaction.


Your core focus will be to develop the delivery strategy for this rapidly expanding part of our business and to build the required organizational and execution plans to support growth while ensuring high customer satisfaction. This position will lead the financial success of the practice including implementing a portfolio of offerings, developing reliable delivery models, managing cost structures, driving growth in recurring revenue, and providing round the clock support to our clients.

Who is Mainline

For over 30 years Mainline has been assisting clients of all sizes, including Fortune 100 clients, select and successfully deploy IT solutions that power the enterprise. From deploying and securing hybrid cloud solutions, to advanced data protection techniques, to modernizing legacy environments, we act as independent advisors to tackle our client's difficult technology problems and realize the value of their IT investments. We are looking for energetic and experienced professional and managed services leaders to contribute to our company's growth. Mainline is a great opportunity for those looking to grow their career with a company that understands and encourages harmony between family, work, and community.

What you'll be doing


You will be instrumental in aligning our Managed Services plans and organization to the broader go-to-market initiatives of our Practices and Sales teams. Cross-functional collaboration with other Mainline teams (ie: Practices, Enterprise Architects, Account Executives, Marketing, Legal, etc.) will be essential for success in this role. You should bring innovation, energy, and business acumen to this leadership position. A bias for action, strong communication skills, deep understanding of managed services operations, and high service delivery standards are all part of our culture and essential for the role. This role is about growing and changing - not operating a steady state unit. The right individual will enjoy the energy and challenges of a high growth environment and be able to maintain a positive team culture through a period of change and growth.


What you bring to the role

  • Experience leading a services organization that consistently achieves high quality delivery standards
  • Able to network and recruit experienced team members, high potential contributors, and foster client focused delivery methodologies
  • Develop and implement growth and execution strategies for a Managed Services organization that supports clients 24x7x365
  • Develop delivery models, pricing models, and staffing approaches that lead to high customer satisfaction and growth of the annual recurring revenue for this line of business
  • Collaborate with account executives and practice leadership to define, position and sell multi-year services deals
  • Continuously assess and refine delivery methods and standards, identifying opportunities to improve delivery operations, profitability, and client experience.
  • Able to identify potential subcontractors, negotiate agreements, and manage relationships with key contractors that enable or support managed operations while managing costs.
  • Manage and deliver quarterly and annual Managed Services revenue, bookings and margin targets, annual recurring revenue growth targets, and ensuring best in class NPS from our clients.

Benefits for you

  • Competitive Pay - we offer competitive pay (salary plus performance-based bonus) based on the work you do here as well as a 401K with a matching component
  • Health + Wellness - Medical, Dental, Vision, and Insurance for you and your family including a telemedicine option
  • Vacation and Holidays - Vacation time based on years of services plus a Holiday schedule that gives you several four day weekends each year to celebrate and enjoy time with family and friends
  • Professional Development - We provide tuition reimbursement for eligible programs after 6 months of service.
  • Give Back - We believe in giving back to the community. We offer paid volunteer time off so you can give back in your own way.
  • Flexible work environment - Ability to manage your calendar with flexible locations and schedules. We conduct our business during Central or Eastern time zones. You can work from anywhere so long as you have the right office setup and a high-speed connection and perform the role consistent with the above time zones.

Basic Qualifications

  • Experience managing a services P/L and a team of 150+ people
  • Experience with providing 24x7 support for infrastructure and applications including monitoring, call center, and support desk operations
  • You have demonstrated the ability to lead a managed services organization that delivers strong client outcomes while scaling the organization to meeting increasing portfolio value (annual recurring revenue) over time.
  • You have a strong understanding of IT security procedures, change management procedures, ITIL functions, and SLA tracking/reporting
  • Experience leading Professional Services and Managed Services organizations, managing client expectations and escalations, and ensuring strong renewal metrics
  • Experience managing an organization through growth and change cycles
  • Ability to travel for work occasionally, always with a specific purpose and agenda

How we work

Everyone in Services and most everyone in Mainline works remotely. In this role you will work remotely as part of a dynamic and experienced services leadership team. We will provide you with the digital tools to be together with your team members and to collaborate successfully even when we are apart. We also encourage in person "meet-ups" throughout the year so small groups of our team members can collaborate, connect, celebrate, and share knowledge. We also like to recognize and celebrate our team members' achievements - whether that's delivering an outstanding client experience, helping the team out of a jam after hours, covering for a peer when a family situation has pulled them away, or marking a major career achievement or milestone.


Environmental Factors and Physical Requirements

  • Physical environmental factors of this position include those found in typical business office environment or home office environment.
  • Requires use of general office equipment and personal computer equipment.
  • Ability to travel. Various means of travel may be required, including auto and air travel. This position requires travel: Occasionally
  • May be required to work irregular schedules including but not limited to as applicable: Nights, weekends, holidays, on-call, and/or overtime.

EEO/AA Employer/Vet/Disabled



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