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Director, Managed Services

at Kin + Carta Americas

Location: US Remote

Department: Product Strategy

The role

At the core, the Director of Managed Services will own the strategy for how we build and evolve a compelling set of managed service offerings, working closely with practice leaders, sales, and marketing to ensure there is a clear, growth-oriented strategy for taking them to market and continuously evolving them based on client demand and industry trends.

Our goal with managed services is not just to enable it within America - but to have a compelling offering that provides global reach. As a key enabler to our strategy globally, you will actively advise and coach and collaborate with key members of our global team on how to define, evolve and enable a set of relevant offerings, with the development of an aligned global capability.

Recognizing that our partners are a key enabler for the success of a scaled managed services provision, you will work closely with our global partnerships leadership team to ensure there is an aligned view of how to activate our capability and offerings with our key partners.

With an eye on growth, you will look beyond the enablement of our team within existing regions, advising when it is appropriate to consider the use of delivery partnerships, and target key acquisitions that enable the growth of the team.


Responsibilities

Core

  • Set the vision and strategy for the Managed Services service line and services.
  • Manage and coach the service owners to shape in-demand services that create high-value offerings for clients and partners and the opportunities for us to form deep trusted partnerships.
  • Constantly gathering qual and quant data from the market. This includes leading by example to develop a deep relationship and understanding of existing and prospective customers, partners and the partnerships channel, competitors, tech and industry trends to inform where we play (product-market-fit) and how we will win (differentiated positioning of services).
  • Set the right metrics to drive continuous improvement of existing services 
  • Provide insight to inspiration to drive innovation of new services and position K+C as market-leading in Managed Services
  • To drive revenue growth across this Service Line in new and existing areas, including partnerships, and to develop opportunities to create ‘resilient revenue’ that promotes delivery, enablement and ongoing managed services from the perspective of our other core service lines.
  • Collaborate with Ops and Demand to ensure the right supply of talent to deliver on the highest quality outcomes for clients.
  • 360-degree communications to ensure practitioners are excited by the primary and support services and believe they can deliver on them; to ensure that marketing and demand are delivering on the best opportunities to position the services to new and existing clients; to ensure alignment and delivery on the overall strategic direction.
  • Ensure the completeness and readiness to take services to market, including considering appropriate distributed delivery models. 
  • Contribute to Thought Leadership and inspire practitioners to do the same to promote our services and expertise within this Service Line.

Leadership

  • Harness the insight from your C-suite relationships to help define new propositions, in new sectors and in new locations across America. 
  • Support the demand and partnerships team with new and ongoing sales pursuits.
  • Collaborate with America's CTO, CPO and other service line leaders
  • Own and drive client satisfaction for the service line, continuously driving high standards and be the Executive Sponsor for high-value clients.
  • Look for opportunities to further enhance K+Cs expertise in this area through awards, public speaking and publication opportunities, engagement with partners, analysts and supporting practitioners to evangelize in the wider networks. 

Minimum Qualifications

We want all new hires to succeed in their roles at Kin + Carta. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications.

  • 7+yrs. experience leading and building a managed service business in a consulting services eco-system
  • Experience with managed service and cloud technology solutions (GCP, Azure, AWS)
  • Operational focus leading and growing technical services offering within a large organization
  • Experience successfully leading, implementing and deploying innovative go-to market strategies.
  • Experience supporting business development.
  • Strong technical background
  • Strong commercial awareness; specifically related to selling and managing margin for managed services.
  • Strong communicator both internally and externally
  • Experience in leading managed service and support organization/teams from level 1 (ticket support & client response) all the way to level 3 (engineering triage and repair)
  • Proven ability to manage complex, cross-functional, multi-stakeholder projects from start to successful finish
  • The maturity to handle confidential information with care
  • Ability to see the big picture and ensure our internal teams are constantly executing toward it yet be able to scrutinize detail and course correct to achieve the right outcome

Preferred Requirements

  • Design support processes and team structure to provide managed services for Cloud operational support for customers
  • Assist in the creation of business development collateral advertising support product
  • Assist in the development of pricing for managed services offerings
  • Maintain overall P&L responsibility for managed services offerings
  • Define operational metrics and tracking mechanisms and plan for improvements
  • Manage small team of onsite support resources and grow team to meet market demands

About Kin + Carta

Kin + Carta exists to build a world that works better for everyone. As a digital transformation firm, we bring together technology, data and experience to drive connected outcomes for clients. Those outcomes are typically in the areas of innovation, modernization, enablement and optimization. And we make it happen by being connective, adaptive and responsible in everything we do.

Consultants at Kin + Carta have the opportunity to: engage with the most cutting-edge emerging technologies, solve difficult problems for some of the world’s biggest companies, and work within a breadth of industries.

Kin + Carta is headquartered in Chicago and London with offices across four continents. Our culture and shared ways of working unite us globally, but it’s our diverse specialisms, our connections, and our courage that makes our firm a recognized best place to work.

We welcome our Kin to show up as their full selves every day. Because this is so important to us, Kin + Carta is proud to be an equal opportunity employer. To read further about our commitment to Inclusion, Diversity, Equity, and Awareness, check out our IDEA page on our website. 

If you need accommodations at any point in the application or interview process, please let us know.

Apply for this role

Whoever you are, wherever you’re from and whoever you love, you’ll find an open door at Kin + Carta. It’s yours to walk through if you’re passionate about building a better world for everyone, and you’re keen to be part of a diverse and inclusive culture that plays to people’s strengths and thrives on togetherness.