Director, Managed Services

The Director Managed Services will lead and elevate an established global Managed Services organization currently supporting 18 clients with 35 team members with planned growth to 25 clients and 3050 global team members.

The foundational structure and delivery model are in place. This role is responsible for taking the organization to the next level enhancing operational rigor advancing KPI automation embedding AI-driven efficiencies optimizing outsourcing leverage and building a scalable engine that drives retention expansion and margin improvement. This leader will strengthen Managed Services as both a performance engine and a growth driver for the business.

Management Controls Inc. (MCi) is privately held with 30 years of experience services most of the Fortune 100 and is experiencing exponential growth which will last into the next addition to normal tech company benefits like performance bonuses flexible PTO stocked kitchens and an in-house gym MCi also offers 100% paid healthcare. We believe in innovation teamwork and continuous learning to stay at the forefront of technology advancements.

Management Controls Inc. is headquartered in Houston Texas. This position is also open to remote candidates outside of the Houston Texas area that reside within the continental US. This position is not eligible for sponsorship or relocation.

Why This Role Matters

Managed Services is no longer simply a delivery function it is a critical lever for:

• Client retention and long-term revenue stability
• Margin expansion through operational efficiency
• Scalable global growth
• Expansion revenue within existing accounts
• Brand credibility in enterprise delivery

As we scale to 25 clients and 50 global team members disciplined structure automation and performance visibility become essential to protect quality and profitability.

This role ensures we scale intelligently not reactively.

Duties and Responsibilities

Organizational Leadership & Scalable Structure

• Lead and develop a global team of 3050 Managed Services professionals
• Enhance existing pod and squad structures to improve accountability and performance
• Strengthen governance operating rhythms and ownership clarity
• Prepare the organization to scale without operational strain

Growth & Revenue Contribution

• Drive strong client retention and renewal performance
• Partner with Sales and Account teams to support expansion opportunities
• Ensure service delivery excellence supports upsell and cross-sell growth
• Align delivery structure with profitable growth objectives

KPI Automation & Performance Systems

• Refine KPI frameworks tied to retention margin utilization and client health
• Advance automation of operational reporting and dashboards
• Build executive-level visibility tools to enable proactive management
• Eliminate manual reporting processes through system integration

AI & Operational Efficiency

• Implement AI-driven tools and workflow automation to reduce manual effort
• Improve productivity and efficiency across the organization
• Modernize reporting and internal workflows

Outsourcing & Global Resource Strategy

• Optimize and expand outsourcing models to improve cost efficiency and scalability
• Strengthen governance across global resource teams
• Align resource strategy to margin and growth objectives

Continuous Improvement & Cross-Functional Partnership

• Lead structured improvement initiatives across service delivery
• Partner with Implementation Product Finance and Sales
• Serve as a strategic thought partner to executive leadership

Metrics for Success

• Client Retention Rate (Target: 95% annually)
• Net Revenue Retention (Target: 105115%)
• Managed Services Gross Margin Improvement (Year-over-year expansion)
• Utilization & Productivity Gains
• Reduction in Manual Reporting Time through automation
• Scalable support for 25 clients without disproportionate headcount growth

• 812 years of Managed Services SaaS Operations or Professional Services leadership
• Experience leading 30 global team members
• Experience managing multi-client enterprise environments (20 clients preferred)
• Proven success optimizing and scaling established service organizations
• Strong background in KPI automation dashboards and performance systems
• Experience leveraging AI and workflow automation to eliminate manual processes
• Experience working with outsourced/global resource models
• Strong operational and financial acumen