Director, Managed Services

About Us

Fenix24 is an IT infrastructure and security consulting company based in Chattanooga, TN. Fenix24 has provided technical, organizational, procedural, and process consulting internationally since the company was formed in 2009.

Unlike many in IT, Fenix24 has a unique perspective: technology is a tool, nothing more. Technology should support the business, and the business should support the people.

About This Position

The Director of Managed Services is the senior operational leader responsible for the end-to-end delivery, quality, and continuous improvement of the organization’s managed services portfolio. This role consolidates accountability for both technical service delivery and network operations, providing a single point of leadership across all service lines, Managed Backup, Managed Identity, Managed Endpoint, and Managed Network/Firewall, as well as the Network Operations Center (NOC).

The Director partners closely with the VP of Managed Services and client-facing teams to ensure services are operationally excellent, commercially viable, and positioned to scale with enterprise-grade clients. This is a high-impact leadership role requiring equal strength in people leadership, operational discipline, client engagement, and strategic thinking.

Responsibilities

Operations & Service Standards

Set and maintain operational strategy, standards, and performance benchmarks across all managed service lines and the NOC

Monitor service metrics and ensure SLA compliance across all client accounts, enterprise and SMB

Identify operational trends and drive initiatives for automation, efficiency, and service quality improvement

Own data center operations and delivery platforms, ensuring reliability, capacity planning, and security compliance

Serve as the senior escalation owner for complex or high-impact technical and operational issues

 Client Delivery & Relationships

Serve as the senior delivery owner for enterprise and SMB client relationships, satisfaction, and retention

Manage delivery P&L for assigned accounts, proactively identifying risks, cost overruns, and growth opportunities

Lead and participate in regular business reviews with clients to assess service health, alignment, and roadmap

Partner with the implementation team to oversee onboarding of new clients and ensure smooth transition into steady-state operations

Establish and maintain clear escalation paths, serving as the final escalation point for client-impacting issues

 Sales & Pre-Sales Alignment

Serve as the primary delivery liaison to the sales team for scoping new enterprise and SMB deals

Support RFP responses by providing delivery capability, SLA commitments, and operational context

Validate that new business commitments are operationally viable before contracts are finalized

Represent delivery capabilities credibly in client-facing pre-sales conversations and executive meetings

 Technical Strategy & Oversight

Define and maintain technical strategy and operational standards for all service-aligned technical teams

Partner with the Sr. Manager of Technical Services to translate technical capabilities into service-ready features

Oversee engineering best practices, standards, and documentation discipline across all service lines

Provide senior technical leadership on complex challenges and architecture decisions that affect service delivery

 Service Development & Continuous Improvement

Partner with Product/Service to evaluate and prioritize new service features and capabilities

Integrate learnings from client feedback, incident data, and market trends into ongoing service improvements

Champion a culture of data-driven decision-making, engineering excellence, and continuous improvement

 People Leadership & Team Development

Lead, develop, and retain two Senior Managers (Technical Services and Network Operations) and their extended teams

Set clear performance expectations, provide regular coaching, and conduct structured performance reviews

Partner with P&C and VP to recruit top technical and operational talent as the organization scales

Foster a culture of accountability, collaboration, client focus, and continuous improvement across all teams

Support career development and succession planning across the managed services leadership team

Skills and Abilities

Demonstrated ability to lead multi-functional teams spanning both technical SME and operations disciplines

Strong SLA management, escalation handling, and operational metrics expertise

Excellent written and verbal communication, comfortable engaging with client C-Suite and internal executive stakeholders

Commercially astute, able to manage delivery P&L and understand the financial drivers of managed services

Strong strategic thinking combined with hands-on operational discipline

Ability to build cross-functional alignment across delivery, technical, and sales teams

Qualifications

Required

7+ years of experience in managed services, IT operations, or technology service delivery

3+ years in a senior leadership role managing managers and multi-functional teams

Proven track record of managing enterprise client relationships and delivery P&L

Strong operational background, SLA management, service metrics, escalation handling

Experience spanning both NOC/operations and technical service delivery disciplines

Preferred

Experience in an MSP environment, particularly at scale with enterprise clients

Familiarity with Managed Backup, Identity (Entra ID / Active Directory), Endpoint, and/or Network/Firewall services

Experience with NOC operations, shift management, and tiered escalation models

Exposure to pre-sales, RFP processes, and commercial deal structuring

ITIL, PMP, or equivalent service/project management certification

Why work with us?

We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

·        Internal and external learning & development opportunities, including career advancement.

·        Competitive compensation & benefits.

·        Scheduled & flexible PTO programs.

·        Fully remote work options.

·        Family friendly programs

·        Care packages

·        Regular team building events.

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