Senior Director – Enterprise Managed Services (EMS) at Agilant Solutions Inc

Plainview, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Operational Execution, Financial Management, Leadership, Problem-Solving, Collaboration, Process Standardization, Automation, Talent Development, Client Relationship Management, SLA Compliance, KPI Tracking, Operational Risk Mitigation, Continuous Improvement, Forecasting, Cost Management

Industry

IT Services and IT Consulting

Description

Description Position Summary The Senior Director, Enterprise Managed Services (EMS) is responsible for leading day-to-day service delivery, operational performance, and execution of EMS strategy across contracts and recurring service offerings. This role ensures EMS operations meet SLA, financial, and customer satisfaction targets while scaling efficiently across clients, regions, and service lines. The Senior Director partners closely with executive leadership, sales, finance, and technology teams to translate strategy into execution and drive continuous improvement across the EMS organization. Key Responsibilities Service Delivery & Operational Execution Lead daily operations across EMS service lines including field services, depot, help desk, configuration, and lifecycle services Ensure SLA, KPI, and contractual compliance across all managed services engagements Own escalation management, issue resolution, and operational risk mitigation Standardize service delivery models, workflows, and operating procedures Performance & Financial Management Own operational financial performance including labor efficiency, cost-to-serve, and margin improvement Partner with Finance on forecasting, variance analysis, and corrective action plans Track and report KPIs including SLA performance, CSAT, attach rate, and utilization Drive productivity improvements without proportional increases in headcount Scaling & Continuous Improvement Execute initiatives to scale EMS offerings across geographies and verticals Improve service consistency through process standardization and automation Identify opportunities to enhance attach rates, renewals, and recurring revenue Support rollout of new EMS offerings, contracts, and service tiers People Leadership & Development Lead Directors, Managers, and Service Leaders within EMS Build strong management bench and succession plans Establish performance expectations, coaching, and accountability frameworks Partner with HR on workforce planning, training, and talent development Cross-Functional & Client Collaboration Partner with Sales and Pre-Sales on service design, pricing input, and SOW execution Support executive sponsors and participate in QBRs and client reviews Collaborate with Technology teams on service tools, reporting, and automation Maintain strong relationships with OEMs, vendors, and service partners Qualifications Required 8–12 years of progressive leadership experience in Managed Services or Enterprise Operations Proven experience managing SLA-driven service delivery Strong understanding of EMS financial drivers (labor, utilization, margin, cost-to-serve) Experience leading multi-region or multi-service operations Excellent leadership, communication, and problem-solving skills Preferred Bachelor’s degree in Business, Operations, or related field · Knowledge of Netsuite Experience in EMS, Healthcare IT, Education, or Public Sector environments Familiarity with AI-enabled Tier-1 support or service automation Experience with OEM contracts, warranties, and lifecycle services Key Success Metrics SLA compliance and CSAT performance Margin improvement and cost-to-serve reduction Operational scalability and service consistency Growth in attach rates and recurring services Team performance, engagement, and retention

Responsibilities

The Senior Director is responsible for leading service delivery and operational performance across EMS service lines while ensuring compliance with SLAs and financial targets. This role also involves partnering with various teams to drive continuous improvement and scale operations efficiently.