Senior Manager, Managed Services
CREO
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
CloudCyber SecurityITSM
About the role
- Develops tactics and manages execution of the Managed Services business, ensuring alignment with overall company goals, product strategy, and financial targets.
- Oversees the delivery of all managed services, including Tier 1 and 2 helpdesk support and IT asset management, to ensure outstanding service quality and client satisfaction.
- Drives the continuous improvement of internal execution and reporting systems to increase efficiency and visibility.
- Supports similar improvements on the Client side, as needed.
- Stays connected to projects so that client issues are anticipated, identified, and resolved as rapidly as possible.
- Anticipates and mitigates customer challenges that could impact business relationships.
- Assists to set the strategic direction of the line of business by leveraging CREO’s competitive advantage in the life sciences and healthcare sectors.
- Matures and refines the Managed Services product definitions and service offerings with a key priority on recurring revenue models and to leverage CREO’s competitive advantages.
- Develops and improves standardized delivery templates (e.g. metrics and reporting) and Statements of Work (SOWs) to streamline the sales and delivery process.
- Develops marketing collateral for the service line and coordinates with CREO's marketing team on campaigns and initiatives.
- Develop innovative lines of Managed Service that may meet needs such as SaaS release management (eg change control and validation of GxP releases) for additional Client value.
- Accountable for achieving the service lines financial growth targets, with a primary focus on securing new customers in the life sciences and healthcare sectors.
- Proactively identifies opportunities to cross-sell other CREO services, including Cybersecurity Engineering, and AI services to provide comprehensive solutions to clients.
- Manages key client accounts and expectations, acting as a trusted advisor to build and expand engagements.
- Develops solutions and writes proposals and SOWs that articulate a clear value proposition to clients and prospects.
- Cultivate strong client relationships, acting as a trusted advisor.
- Accountable for hiring and retaining a highly productive team of service delivery professionals.
- Ensures that the team is appropriately staffed, trained, and resourced to meet the service line's financial and service delivery goals.
- Establishes and promotes a consulting culture that balances financial goals with customer satisfaction.
- Maintain high level of billable time Initial annual billable utilization target is 1400 hours.
Requirements
- Minimum of 12 years’ experience in Information Technology, including at least 6 years in a leadership capacity overseeing Managed Services Provider (MSP) operations.
- Established record of successfully managing MSP teams, client portfolios, and service line P&L responsibilities.
- Demonstrated ability to develop strategic initiatives and drive business growth.
- Extensive experience in project management and client delivery, with a history of managing complex, client-focused service agreements.
- Advanced technical expertise and strong understanding of on-premises, cloud (IaaS/PaaS), and SaaS solutions.
- Proficient in IT Service Management (ITSM) practices, including familiarity with ITIL frameworks.
- Substantial experience and professional network within the life sciences and/or healthcare sectors.
- Exceptional interpersonal and communication skills, with proven effectiveness engaging clients, executive leadership, and cross-functional teams.
- Adept at performing in high-pressure environments, efficiently managing multiple priorities while maintaining professionalism with both clients and colleagues.
- Bachelor’s Degree required.
Benefits
- Competitive salary
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Managed ServicesIT asset managementSaaS release managementIT Service ManagementITILproject managementfinancial growth targetsservice line P&Lclient deliveryrecurring revenue models
Soft skills
interpersonal skillscommunication skillsleadershipclient relationship managementstrategic initiative developmentproblem-solvingteam managementcross-functional collaborationadaptabilityprofessionalism
Certifications
Bachelor’s Degree