Senior Director – Enterprise Managed Services; EMS

The Senior Director, Enterprise Managed Services (EMS) is responsible for leading day-to-day service delivery, operational performance, and execution of EMS strategy across contracts and recurring service offerings. This role ensures EMS operations meet SLA, financial, and customer satisfaction targets while scaling efficiently across clients, regions, and service lines.

The Senior Director works closely with executive leadership, sales, finance, and technology teams to turn strategy into consistent, repeatable execution.

• Lead daily operations across EMS service lines including field services, depot, help desk, configuration, and lifecycle services
• Ensure SLA, KPI, and contractual compliance across all managed services engagements
• Own escalation management, issue resolution, and operational risk mitigation
• Drive standardized service delivery models and operating processes

• Own operational financial performance including labor efficiency, cost-to-serve, and margin improvement
• Partner with Finance on forecasting, variance analysis, and corrective action plans
• Track and report KPIs including SLA performance, CSAT, attach rate, and utilization
• Drive productivity improvements without proportional increases in headcount
• Execute initiatives to scale EMS offerings across geographies and verticals
• Improve service consistency through process standardization and automation
• Identify opportunities to enhance attach rates, renewals, and recurring revenue
• Support rollout of new EMS offerings, contracts, and service tiers
• Lead Directors, Managers, and Service Leaders within EMS
• Build strong management bench and succession plans
• Establish performance expectations, coaching, and accountability frameworks
• Partner with HR on workforce planning, training, and talent development

• Partner with Sales and Pre-Sales on service design, pricing input, and SOW execution
• Support executive sponsors and participate in QBRs and client reviews
• Collaborate with Technology teams on service tools, reporting, and automation
• Maintain strong relationships with OEMs, vendors, and service partners

• 6+ years of leadership experience in Managed Services, Operations, or related environments
• Strong understanding of EMS financial drivers (labor, utilization, margin, cost-to-serve)
• Experience leading multi-region or multi-service operations
• Excellent leadership, communication, and problem-solving skills

• Bachelor’s degree in business, Operations, or related field
• Experience in EMS, Healthcare IT, Education, or Public Sector environments
• Familiarity with AI-enabled Tier-1 support or service automation
• Experience with OEM contracts, warranties, and lifecycle services

• SLA compliance and CSAT performance
• Margin improvement and cost-to-serve reduction
• Operational scalability and service consistency
• Growth in attach rates and recurring services
• Team performance, engagement, and retention