Managing Director, Managed Services Delivery

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast‑to‑coast and global advantage across major U.S. regions such as New York, London, San Francisco, Los Angeles, Chicago and Boston.

Lead the design and execution of the Managed Services client experience strategy across onboarding, transition, delivery, governance, service reviews and expansion.

Define and implement standards for client communication, meeting cadence, executive reporting, escalation management, issue resolution and value realization.

Partner with delivery leadership to ensure engagements have clear roles and responsibilities, KPIs, SLAs, governance routines and accountability structures.

Serve as a senior advisor to delivery teams on complex client situations, executive conversations, service quality concerns and relationship risks.

Identify common friction points across clients and teams, then translate those insights into scalable operating improvements, playbooks, tools and delivery standards.

Partner with growth and account leadership to support retention, expansion and differentiated market positioning for Managed Services.

Work with transitions teams to improve onboarding consistency, accelerate time to value and ensure new engagements are set up for long‑term success.

Collaborate with technology, AI and operations teams to improve workflow visibility, reporting, automation, data quality and client‑facing insights.

Create stronger feedback loops from clients, teams and leadership to improve service quality, client trust and platform performance.

Help advance a culture of ownership, responsiveness, proactive communication and disciplined execution across Managed Services.

Support strategic initiatives that improve scalability, margin, client retention, team effectiveness and market differentiation.

Experienced executive leader with a strong background in managed services, professional services, client delivery, client success, operations, or transformation.

Strong executive presence, client judgment, operational discipline, and the ability to connect strategy with day‑to‑day delivery behaviors.

Comfortable working with senior clients, coaching internal teams, resolving delivery challenges and shaping broader platform improvements.

Ability to lead through complexity, influence across functions, and build consistency without unnecessary bureaucracy.

Create clarity and consistency across a growing Managed Services platform, build trust with clients through discipline, communication and follow‑through, and raise the standard for delivery behavior.

Connect client feedback to practical operating improvements and partner across functions to make Managed Services a single accountable model.

Balance client experience, quality, margin, scalability and team capacity, using data, technology and AI‑enabled tools to improve visibility and value.

Help teams move from reactive issue management to proactive service leadership.

Managed Services is built on long‑term client relationships. The strength of those relationships depends not only on the services we provide, but on how clients experience our delivery every day.

This role is central to making that experience more consistent, trusted and differentiated by shaping operating standards, client routines, feedback loops and leadership behaviors.

12+ years in managed services, professional services, outsourcing, client success, operations, transformation or technology‑enabled delivery.

Experience leading client experience, delivery governance, service quality or recurring services across a multi‑client portfolio.

Ability to work with senior client executives and internal leadership on complex delivery, relationship and value realization matters.

Strong understanding of onboarding, transitions, service delivery, KPIs, SLAs, escalation management, executive reporting and client retention.

Experience building scalable operating standards, playbooks, governance models or client journey frameworks.

Proven influence across delivery, growth, operations,…