Managing Director, Managed Services & BPO Delivery

Managing Director, Managed Services Delivery & Experience

Baker Tilly is seeking a Managing Director, Managed Services Delivery & Experience to help lead and strengthen the client and delivery experience across our Managed Services platform. This role is accountable for creating a more consistent, scalable and differentiated experience across the full client lifecycle, from opportunity and onboarding through steady-state delivery, value realization and expansion.

The Managing Director will partner closely with Managed Services leadership, delivery teams, growth leaders, transitions, operations, technology, AI enablement and offshore teams to ensure clients experience Managed Services as one connected, accountable operating model.

This is a senior leadership role focused on building trust, consistency and operating discipline  right leader will understand recurring services, client relationship management, delivery governance and the behaviors required to create a high quality client experience across a complex, growing platform.

This leader will not only improve client satisfaction. They will help define what excellent Managed Services delivery looks like, where friction exists, how we improve consistency and how we create a stronger value proposition for clients over time.

Key Responsibilities

• 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.

Ideal Candidate Profile

• The successful candidate will be an experienced executive leader with a strong background in managed services, professional services, client delivery, client success, operations, or transformation. This person should understand how to lead through complexity, influence across functions and build consistency without adding unnecessary bureaucracy.
• This leader must bring executive presence, strong client judgment, operational discipline, and the ability to connect strategy with day-to-day delivery behaviors. They should be equally comfortable working with senior clients, coaching internal teams, resolving delivery challenges and shaping broader platform improvements.

Leadership Expectations

• Creates clarity and consistency across a growing Managed Services platform.
• Builds trust with clients through discipline, communication and follow-through.
• Raises the standard for delivery behavior, governance and client experience.
• Connects client feedback to practical operating improvements.
• Partners across functions to make Managed Services feel like one firm, one team and one accountable model.
• Balances client experience, quality, margin, scalability and team capacity.
• Uses data, technology and AI-enabled tools to improve visibility, consistency and value.
• Helps teams move from reactive issue management to proactive service leadership.

Why This Role Matters

• 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. The Managing Director will help shape the operating standards, client routines, feedback loops and leadership behaviors that allow Managed Services to scale with quality and discipline.
• As clients face more complexity, cost pressure, technology change and talent constraints, they need more than execution support. They need an accountable operating partner. This role helps ensure Baker Tilly delivers that promise…