Managed Services Director

Managed Services Director will be the leader of a growing team and will have the opportunity to own our managed services offerings for the office of the CFO. They will drive key metrics such as client satisfaction, response times, and resolution rates. In addition, they will establish service delivery standards to ensure consistent and high-quality client service.

Responsibilities:

1. Deliver a suite of professional services that complement and advance how clients optimally utilize the solutions within our portfolio.
2. Identify and refine best practice recommendations and create/use associated playbooks to support customers through technology-based process transformation.
3. Identify growth opportunities across managed services clients.
4. Strategize with our GTM team to develop new services and programs to enhance our offerings.
5. Work with GTM and deliver to suggest, craft, and define Managed Services offerings.
6. Partner with customers to identify, scope, quote and prioritize service project deliverables and timelines.
7. Manage and coordinate multiple services engagements simultaneously as the delivery lead, ensuring a great client experience.
8. Keep customers up to date on service delivery with status reports and status meetings.
9. Pulling from experience and engagements with many clients, there will be opportunities to be a thought leader in Anaplan and OneStream.
10. Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) for service excellence.
11. Lead escalated client service situations and collaborate with cross-functional teams to resolve issues promptly.
12. Manage departmental budgets, ensuring cost-effective operations.
13. Develop and enforce policies and procedures to improve service quality, reduce costs, and ensure compliance with company standards and regulations.
14. Present performance reports and strategic recommendations to executive leadership.
15. Contribute to Thought Leadership and inspire practitioners to do the same to promote our service and expertise within Spaulding Ridge.

Qualifications:

1. Extensive experience supporting the Office of the CFO; you know how they operate and how they use solutions effectively.
2. Familiarity with FP&A solutions and on-the-job experience using them (e.g. Anaplan, OneStream, etc.).
3. Ability to build strategic relationships at various levels both internally and externally.
4. Knowledge of performance evaluation and client service metrics.
5. Experience in budget management and process optimization.
6. Comfortable working with executive leadership and presenting operational performance.
7. Ability to mentor and motivate teams, fostering a positive work environment focused on continuous improvement.