Manager, Managed Services

After 12 years of leading the Managed Services team, Scott Trievel will move into an individual contributor role later this year. To prepare for this transition and ensure continuity of leadership, we are opening the Manager, Managed Services position immediately. This role offers an opportunity to lead an experienced team, shape the continued evolution of Managed Services, and help drive exceptional service and value for our customers. The Manager, Managed Services leads the Managed Services team in delivering world-class services for customers on an ongoing direct support or as-needed basis. The role combines people leadership, operational and financial planning, implementation strategy, customer delivery, cross-functional coordination, and continuous improvement to ensure reliable service execution, strong customer outcomes, and scalable service practices.

Education & Experience:

• Bachelor's degree or an equivalent combination of education and experience.
• 5+ years of experience leading a technical support or services team.
• 5+ years of experience working in an operational role at a for-profit or non-profit attraction.

Core Competencies:

• Customer Focus: Aligns service and implementation goals with customer outcomes; builds trust, proactively addresses concerns, acts as a trusted advisor, and gains alignment across diverse groups.
• Operational Excellence: Creates repeatable service and implementation methodologies, drives consistency and efficiency, and measures outcomes against objectives.
• Communication Skills: Provides clear, concise, and timely updates; listens actively; escalates issues appropriately; and communicates effectively with technical and non-technical audiences.
• Change Management: Helps teams adopt new processes, develops adoption strategies, and measures implementation success.
• Problem Solving & Critical Thinking: Quickly identifies solutions, balances immediate needs with long-term improvements, and uses data to guide decisions.
• Technical Insight: Bridges business and technical teams, understands system dependencies, and supports solution-design discussions.
• Team Leadership: Develops high-performing teams, fosters accountability, empowers ownership, and creates a culture of collaboration, continuous improvement, and customer focus.
• Strategic Thinking: Anticipates business needs, aligns team priorities with organizational objectives, and identifies improvements that drive measurable operational and customer outcomes.
• Coaching and Mentoring: Develops team members through coaching, meaningful feedback, mentorship, and growth opportunities.
• Continuous Improvement Mindset: Identifies opportunities to enhance processes, leverages data, promotes innovation, and implements sustainable improvements.
• Executive Presence: Communicates with confidence, influences key stakeholders, maintains composure under pressure, and aligns teams around strategic priorities.

Job Description

Management and Leadership (20%)

• Lead, manage, coach, and develop team members and team leaders to ensure supported areas operate optimally and meet customer needs.
• Conduct employee 1:1s, maintain performance scorecards, support employee development, manage performance, and reinforce accurate billable-work logging.
• Encourage employee development knowledge of products and services to enable team members to .
• Participate in program and project planning and ensure personnel and technical resources are allocated appropriately.
• Establish and monitor metrics and key performance indicators (KPIs) that drive service-delivery performance.

Implementation Strategy and Operational Excellence (40%)

• Lead the Managed Services/Implementation Services center of excellence by developing, delivering, and enforcing implementation and service best practices.
• Responsible for delivering Managed Services sales and revenue targets through proactive management of service revenue, and billable delivery performance, while driving strategies that support revenue growth and customer utilization of service hours.
• Participate in Operations planning, strategic planning, quarterly and annual planning, budgeting, hiring, and other HR-related leadership activities.
• Use after-action reviews and implementation feedback to identify lessons learned and continuously improve service delivery.
• Maintain the implementation service menu and guidance for estimating implementation service hours.
• Develop and maintain the Subject Matter Expert (SME) list for the implementation service team.
• Represent customer and service-team feedback in product initiatives, product steering, product launches, and development of best practices for new products and services.
• Develop and improve service workflows, including workflows applied to Jira and Time & Space processes.
• Implement standardized operational policies, procedures, and continuous-improvement programs, and oversee successful execution of service deliverables.
• Coordinate with internal teams and departments to secure the resources and expertise needed to deliver world-class customer service.

Customer Delivery (20%)

• Oversee and participate in the effective delivery of managed services for customers' daily operations across contracted functions, including delivery of customer service hours when needed.
• Provide escalation support for issues requiring Managed Services expertise, including after-hours support when necessary.
• Assist the scheduling team with resource assignments.
• Work closely with key customers and internal stakeholders to develop strategic plans for upcoming years and build strong collaborative relationships.
• Prepare the Managed Service team for new-product delivery, encourage appropriate product adoption, and translate customer needs and service-level drivers into innovative solutions.
• Proactively research and recommend actions that prevent problems, sustain high service levels, and maintain customer satisfaction.

Sales and Marketing Support (10%)

• Provide service-related input for RFP responses and support customer or prospect demonstrations as needed.
• Support company and customer events, including UGM, IAAPA, and Euro UGM, as required.
• Assist with service artifacts, implementation planning guides, service definitions, and pricing inputs.

Service Administration (10%)

• Provide backup support for Time & Scheduling management and service-issue management as needed.
• Perform end-of-month reconciliation of services delivered by the team.
• Travel approximately 10% as business needs require.