Director of Managed Services Job Longwood area,Florida USA,Management

SRI Resources has an immediate, direct hire, permanent job opportunity for a Director of Managed Services with a major corporation in Longwood, FL.

Position Overview

Seeking an experienced Director of Managed Services to lead its client service delivery organization and oversee the operational and financial performance of its managed services practice. This senior leadership position reports directly to the President and manages Technical Service Managers, who oversee teams of IT engineers, systems administrators, and support specialists. The Director is responsible for service delivery, client satisfaction, team performance, financial and operational KPIs, and strategic client relationships.

This individual also serves as the senior escalation point for significant technical and client issues.

Required Qualifications:

15+ years of experience in IT services, managed services, or technology consulting.
5+ years in leadership
, managing client relationships and service delivery teams, including managers or team leads.
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
Recent hands-on experience with Microsoft 365 Modern Work and Security solutions, including Intune, Defender, and Purview.
Experience managing Windows Server environments (on-premises, hybrid, and cloud-integrated).
Knowledge of macOS support and business device management.
Strong understanding of cybersecurity frameworks, managed security services, and networking.
Experience managing executive-level operational and financial KPIs, including SLA performance, CSAT/NPS, technician utilization, gross margins, and client retention.
Experience with PSA and RMM platforms such as Connect Wise, Autotask, HaloPSA, or Ninja One.
Microsoft certifications in Modern Work, Security, Azure, or related technologies.
Experience with Agile/Scrum collaboration models.
Strong executive communication, presentation, strategic planning, and leadership skills.

Preferred Qualifications:

Experience working within an established MSP or technology consulting organization.
Experience with in the Microsoft Partner ecosystem.
Proven ability to manage multiple technical teams and develop managers.
Experience improving profitability, operational efficiency, and client retention.
Strong background in strategic account management, client growth, and technology roadmaps.
Stable employment history and interest in a long-term leadership opportunity.

Key Responsibilities:

Managed Services Leadership & Operations

Lead Technical Service Managers and their teams of engineers, administrators, and support specialists.
Establish performance goals, coach managers, and oversee staffing, hiring, capacity planning, and succession planning.
Ensure teams consistently meet service-level agreements (SLAs), operational KPIs, and client service standards.
Improve service delivery processes, productivity, accountability, and operational efficiency.
Serve as the executive escalation point for major technical incidents and client concerns.
Lead incident communications, resolution efforts, and post-incident reviews.

Financial Performance & KPI Management

Own and report the managed services practice's operational and financial performance to executive leadership.
Monitor service delivery metrics, including SLA attainment, first-contact resolution, mean time to resolve (MTTR), and ticket backlog.
Track technician utilization, billable hours, employee engagement, and retention.
Monitor security and compliance metrics, including patch compliance, Microsoft Secure Score, and audit readiness.
Develop corrective action plans to improve service quality, profitability, and operational results.
Translate technical initiatives into business cases and ROI-driven recommendations.

Client Strategy & Relationship Management

Build and maintain strong relationships with key client stakeholders and executives.
Serve as executive sponsor for major accounts and lead regular client strategy meetings.
Develop technology roadmaps aligned with client business goals and growth plans.
Recommend improvements involving Microsoft 365, business applications, ERP systems, and IT infrastructure.
Gather client feedback and implement service improvements.
Develop strategies to improve client retention, identify upsell opportunities, and support revenue growth.

Technology, Security & Governance

Oversee service delivery across Microsoft 365, Windows Server, macOS, networking, and cybersecurity environments.
Promote Microsoft security frameworks,…