Senior Manager, Managed Services

Senior Manager, Managed Services

The Senior Manager, Managed Services holds a critical leadership role accountable for the leadership and management of CREO's Managed Services line of business. This position is accountable for driving the success by overseeing all aspects of its operations, including ensuring outstanding service delivery, managing professional staff, and maintaining exceptional client relations. A significant focus of this role is the strategic growth of the business, particularly by adding new customers by leveraging CREO's competitive advantage in the life sciences sector and healthcare and their own experience growing managed service businesses. This leader is responsible for strategic direction, meeting growth and financial targets, and client satisfaction for the line of business. In addition, the Senior Manager will be responsible for maturing CREO products and services by developing and refining product definitions, developing marketing collateral and coordinating with the marketing function. Further responsibilities are to improve internal systems (execution, and reporting), and to templatize delivery solutions and Statements of Work with recurring revenue as a key priority. This role will additionally contribute to customer success by positioning and selling CREO's services to solve more customer challenges, thereby making a further contribution to business development by cross-selling beyond Managed Services (e.g. Cybersecurity, Engineering, AI or Quality services).

Position Responsibilities

Managed Services Line of Business Leadership and Service Delivery

• 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.

Development and Maturation of Managed Service Line of Business

• 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.

Business Development and Account Management

• 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.
• Cultivates strong client relationships, acting as a trusted advisor.

Managing and Developing Professional Staff

• 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.

Required Qualifications, Skills, and Experience

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.

Additional Desired, But Not Required

Consulting experience across multiple clients concurrently Security certifications (CISSP, CISM, or cloud security) Microsoft certifications (Azure, Microsoft 365) ITIL certification Change management and fostering collaboration and continuous improvement Experience in the life sciences sector