EOS Group ยท 1 day ago
Director of Managed Services
Menlo Park, CA
Full-time
Onsite
Senior Level, Lead/Staff
$160K/yr - $186K/yr
10+ years expEOS IT Solutions is a Global Technology and Logistics company that provides Collaboration and Business IT Support services. As the Director of Managed Services, you will lead a global team of over 200 AV professionals, overseeing the delivery of audiovisual solutions and managed services while ensuring operational excellence and client satisfaction.
Financial Services
Responsibilities
Lead, mentor, and manage a global team of 200+ professionals across AV, IT, and support functions
Collaborate with executive leadership on client QBRs, growth planning, and onboarding
Foster a high-performance, inclusive culture across geographically dispersed teams
Develop career growth plans and provide coaching for team development
Set performance objectives and drive accountability for service delivery
Implement strategic Managed Services initiatives aligned with business goals
Oversee Service Delivery Managers and Leaders to ensure high performance
Collaborate with clients to exceed expectations within scope agreements
Conduct service reviews and QBRs with stakeholders
Drive continuous improvement and operational cost-effectiveness
Participate in RFI/RFQ processes and proposal development
Attract and retain top talent through career development investment
Establish service governance frameworks for consistent global delivery
Implement standardized processes, policies, and SLAs
Monitor KPIs and operational metrics to ensure transparency and quality
Conduct audits and risk assessments to mitigate operational risks
Lead transformation initiatives using Lean, Six Sigma, and automation
Partner with Business Transformation Team on scalable governance frameworks
Build executive-level client relationships to identify growth opportunities
Oversee contract development, negotiation, and performance management
Collaborate with legal and procurement to ensure contract compliance
Monitor SLA adherence and address discrepancies or escalations
Qualification
Required
10+ years in AV, IT, or tech services leadership, managing global teams
5+ years in AV/IT managed services with SLA and client satisfaction focus
Proven ability to exceed customer expectations through efficient service delivery
Strong leadership in dynamic environments and executive-level client engagement
Experience in strategic planning and execution for AV managed services
Expertise in client relationship management and contract negotiation
P&L management experience for AV services division
Strong communication and storytelling skills
Ability to develop pricing models and service proposals
Familiarity with forecasting, budgeting, and KPI reporting
Experience in process optimization and automation
Proven team development and performance management skills
High integrity and ability to manage confidential information
Self-motivated and autonomous
Advanced analytical and problem-solving skills
Strong influencing, negotiation, and decision-making abilities
Preferred
Certifications in Lean, Six Sigma, or related methodologies
Experience with Balanced Scorecard implementation
Background in broadcast, streaming, or event AV technologies
Familiarity with global compliance and regulatory standards
Technical Expertise in Audiovisual Systems: Deep understanding of AV technologies including video conferencing platforms (Zoom, Microsoft Teams, Cisco Webex), digital signage, projection systems, audio systems, and control systems (Crestron, AMX, Extron). Familiarity with AV-over-IP solutions, unified communications, and IT infrastructure integration
ITIL Certification v4 or higher
Process Improvement: Proven track record of applying Six Sigma or Lean methodologies to enhance IT service processes, reduce operational costs, and improve service quality
Company
EOS Group
The EOS Group is a leading technology-driven investor in receivables portfolios and an expert in the processing of outstanding receivables.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase