Manages Services Director

Our client is seeking a Managed Services Director to lead and scale their enterprise managed services organization. This role will oversee Service Delivery Managers (SDMs) and field operations while driving operational rigor, client satisfaction, and financial performance across a portfolio of enterprise clients.

This is a senior leadership position requiring deep enterprise experience and hands-on familiarity with Microsoft Dynamics 365 Finance & Operations (FnO) environments. The ideal candidate understands the complexity, governance, and performance standards required to support enterprise ERP ecosystems.
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Key Responsibilities

Enterprise Service Leadership
* Lead delivery for enterprise-level managed services engagements
* Ensure service governance, SLA adherence, and escalation management at scale
* Act as executive escalation point for complex client and ERP-related issues
* Partner with client executive stakeholders and internal leadership

People Management & Organizational Leadership
* Lead, coach, and develop Service Delivery Managers (SDMs)
* Oversee field operations teams supporting enterprise clients
* Establish KPIs, performance standards, and accountability frameworks
* Build leadership capability and succession planning within delivery teams

Dynamics 365 Finance & Operations (FnO) Oversight
* Ensure delivery excellence across Dynamics 365 FnO managed services environments
* Understand ERP life-cycle support, upgrades, integrations, and incident management
* Partner with technical leads and architects to maintain system stability and optimization
* Drive governance processes aligned with enterprise ERP standards