Director of Managed Services

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

As Director of Managed Services, you will lead a global team of over 200 AV professionals delivering world-class audiovisual (AV) solutions and managed services. You will oversee a diverse team including software developers, infrastructure and reliability engineers, AV technicians, broadcast and streaming specialists, and helpdesk staff. This strategic leadership role ensures seamless operation, maintenance, and innovation of AV systems across collaboration rooms, training/event spaces, studios, and events. You will report to the VP of Managed Services and play a key role in improving service quality, client retention, and business growth.

KEY RESPONSIBILITIES:

 Leadership and Team Management

• Lead, mentor, and manage a global team of 200+ professionals across AV, IT, and support functions.
• Collaborate with executive leadership on client QBRs, growth planning, and onboarding.
• Foster a high-performance, inclusive culture across geographically dispersed teams.
• Develop career growth plans and provide coaching for team development.
• Set performance objectives and drive accountability for service delivery.

Operational Oversight

• Implement strategic Managed Services initiatives aligned with business goals.
• Oversee Service Delivery Managers and Leaders to ensure high performance.
• Collaborate with clients to exceed expectations within scope agreements.
• Conduct service reviews and QBRs with stakeholders.
• Drive continuous improvement and operational cost-effectiveness.
• Participate in RFI/RFQ processes and proposal development.
• Attract and retain top talent through career development investment.

Service Governance and Operational Excellence

• Establish service governance frameworks for consistent global delivery.
• Implement standardized processes, policies, and SLAs.
• Monitor KPIs and operational metrics to ensure transparency and quality.
• Conduct audits and risk assessments to mitigate operational risks.
• Lead transformation initiatives using Lean, Six Sigma, and automation.
• Partner with Business Transformation Team on scalable governance frameworks.

Client Relationship and Contract Management

• Build executive-level client relationships to identify growth opportunities.
• Oversee contract development, negotiation, and performance management.
• Collaborate with legal and procurement to ensure contract compliance.
• Monitor SLA adherence and address discrepancies or escalations.

ESSENTIAL CRITERIA:

•  10+ years in AV, IT, or tech services leadership, managing global teams.
• 5+ years in AV/IT managed services with SLA and client satisfaction focus.
• Proven ability to exceed customer expectations through efficient service delivery.
• Strong leadership in dynamic environments and executive-level client engagement.
• Experience in strategic planning and execution for AV managed services.
• Expertise in client relationship management and contract negotiation.
• P&L management experience for AV services division.
• Strong communication and storytelling skills.
• Ability to develop pricing models and service proposals.
• Familiarity with forecasting, budgeting, and KPI reporting.
• Experience in process optimization and automation.
• Proven team development and performance management skills.
• High integrity and ability to manage confidential information.
• Self-motivated and autonomous.
• Advanced analytical and problem-solving skills.
• Strong influencing, negotiation, and decision-making abilities.

DESIRABLE CRITERIA:

• Certifications in Lean, Six Sigma, or related methodologies.
• Experience with Balanced Scorecard implementation.
• Background in broadcast, streaming, or event AV technologies.
• Familiarity with global compliance and regulatory standards.
• Technical Expertise in Audiovisual Systems: Deep understanding of AV technologies including video conferencing platforms (Zoom, Microsoft Teams, Cisco Webex), digital signage, projection systems, audio systems, and control systems (Crestron, AMX, Extron). Familiarity with AV-over-IP solutions, unified communications, and IT infrastructure integration.
• ITIL Certification v4 or higher.
• Process Improvement: Proven track record of applying Six Sigma or Lean methodologies to enhance IT service processes, reduce operational costs, and improve service quality.
  

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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Pay Range $16,000—$186,000 USD

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