Description

The Director, Managed Services Operations provides strategic and operational leadership across a portfolio of outsourced, site-based service lines within a complex, multi-location environment.

This role combines day-to-day operational oversight with long-term strategic planning to drive performance improvement, financial optimization, and vendor accountability. The Director acts as a systems thinker and execution-oriented leader who translates enterprise strategy into operational outcomes while building strong partnerships with internal stakeholders and third-party service providers.
RESPONSIBILITIES
Operational Leadership

• Provide leadership and operational oversight for multiple managed service programs across diverse locations.
• Ensure consistent execution of service standards, regulatory compliance requirements, and performance expectations.
• Lead cross-functional collaboration to align operational activities with organizational priorities.
• Drive accountability through performance dashboards, key performance indicators (KPIs), and structured business reviews.

Strategic Planning & Operational Optimization

• Develop and implement multi-year service delivery strategies aligned with enterprise supply chain objectives.
• Identify opportunities to standardize processes, improve scalability, and enhance integration of service lines.
• Lead transformation initiatives focused on operational efficiency, sustainability, and innovation.
• Partner with senior leadership to forecast service demand, plan operational capacity, and manage potential risks.

Process Improvement

• Champion continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.
• Analyze operational data to identify opportunities to improve cost efficiency, service quality, and operational performance.
• Implement best practices to reduce waste, improve turnaround times, and optimize resource utilization.
• Establish governance frameworks to ensure consistency, standardization, and repeatability across multiple locations.

Vendor & Contract Management

• Serve as the executive liaison for third-party service providers.
• Lead contract negotiations, vendor performance management, and renewal strategies.
• Establish and monitor service-level agreements (SLAs) to ensure vendor compliance and service quality.
• Drive value through strategic sourcing initiatives, benchmarking, and supplier performance optimization.
• Mitigate operational and financial risk through structured vendor oversight and governance.

Financial & Performance Management

• Lead budget development, forecasting, and financial performance monitoring.
• Identify opportunities for cost containment and productivity improvement.
• Deliver measurable improvements in operational margin, cost per unit, and service performance metrics.
• Provide executive-level reporting and performance insights to leadership stakeholders.

Team Leadership & Culture

• Build, develop, and lead high-performing teams across multiple sites.
• Foster a culture focused on accountability, operational excellence, and continuous improvement.
• Coach and mentor leaders to strengthen operational discipline and stakeholder engagement.
• Promote safety, compliance, and ethical standards across all operational activities.

Additional Responsibilities

• Perform additional duties as assigned.

Work Environment

Work Type: Hybrid - This position splits time between remote work and in-office presence.

Travel: Less than 10% travel may be required.
Minimum Required Qualifications
Education

• Bachelor's degree in Supply Chain, Business, Operations, or a related field.

Experience

• Minimum 8+ years of progressive leadership experience in managed services, supply chain operations, or multi-site operational management.

Knowledge, Skills, and Abilities

• Demonstrated success in vendor management and contract oversight.
• Strong financial acumen including budgeting, forecasting, and P&L responsibility.
• Proven experience leading operational process improvement initiatives.

Preferred Qualifications
Education

• Master's degree in Supply Chain, Business, Operations, Administration, or a related field.

Experience

• Experience working in highly regulated or complex operational environments.

Certifications

• Lean, Six Sigma, or other continuous improvement certification preferred.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.