CLA is currently seeking a
Director to lead and expand our existing IT Managed Services (MSP) offering within the Digital practice. This role will assume responsibility for an established managed services portfolio and team, with a mandate to enhance delivery operations, standardize offerings, and accelerate growth.
This leader will balance operational excellence and client delivery with commercial leadership and innovation, transforming the MSP into a scalable, modern, technology-enabled business.
How you'll create opportunities in this role: Operational Leadership & Optimization- Assume leadership of the existing MSP function, including team, clients, and active engagements
- Assess and enhance current service delivery processes, tooling, and performance
- Standardize service offerings, SLAs, and delivery methodologies
- Implement and mature ITSM best practices (incident, problem, change management)
Service Delivery Excellence- Ensure consistent, high-quality delivery across all managed service engagements
- Define and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)
- Establish governance, reporting, and continuous improvement processes
- Act as an executive escalation point for key client issues
Innovation & AI Enablement- Define and execute a roadmap for incorporating automation and AI-driven capabilities into MSP delivery
- Identify opportunities to leverage AI for service desk optimization (e.g., intelligent ticket routing, virtual agents, predictive issue resolution)
- Drive adoption of automation tools to reduce manual effort and improve response times
- Evaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiency
- Partner with internal digital and data teams to embed AI-enabled solutions into managed service offerings
Growth & Expansion- Define and execute a growth strategy for the MSP offering
- Partner with sales and account teams to expand services within existing clients and win new business
- Develop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed services
- Support or own revenue targets tied to managed services growth
Commercial & Financial Management- Manage financial performance of the MSP, including revenue, margin, and cost structure
- Refine pricing models, contracts, and service packaging
- Identify opportunities to improve efficiency and profitability through automation and standardization
Team Leadership & Development- Lead, mentor, and scale the MSP team, building depth across service areas
- Evaluate current team structure and implement improvements as needed
- Establish clear roles, career paths, and performance expectations
- Upskill the team on automation, AI tools, and modern service delivery approaches
- Drive a culture of accountability, innovation, and client focus
Technology & Vendor Management- Evaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)
- Manage relationships with key vendors and partners
- Identify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service delivery
What you will need:- 7+ years of experience in IT services, managed services, or infrastructure operations
- Proven experience leading or scaling an MSP or managed services function
- Strong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)
- Experience improving or transforming an existing service organization
- Familiarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferred
- Exposure to or experience with automation, AIOps, or AI-enabled service delivery models preferred
- Demonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferred
- Strong leadership and stakeholder management skills preferred
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Wellness at CLATo support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.
To view a complete list of benefits, click here.
