Description and Requirements

Job Description

This is a Managing Director role with one of Slalom's global teams - we are open to hiring in many locations and travel will be required as needed by our clients.

What You'll Do
• Build Slalom's agentic managed services practice from the ground up - design the operating model, establish the standards, and create the infrastructure that makes AMS run contracts reliable, repeatable, and profitable
• Recruit, develop, and lead the managed services delivery team that supports and operates active AMS client engagements; design the structure, coverage model, and quality frameworks that make this team client-ready
• Architect and operate an agent-first delivery model: the AMS run business is designed to be run predominantly by agents, with a small human team responsible for oversight, exception handling, and continuous improvement. This is not designed to be a traditional headcount-intensive managed services model
• Define which elements of the run workflow agents own end-to-end monitoring, alerting, routine incident triage, performance reporting, drift detection, and which require human judgment; build the clear escalation paths and oversight mechanisms that make the model trustworthy for clients
• Partner with engineering leadership to continuously expand what agents can own; as runbooks mature and patterns stabilize, identify opportunities to automate more of the operations layer and reduce the human-to-client ratio without sacrificing quality or SLA attainment
• Build the agent-assisted tooling and observability infrastructure that gives the human operations team the visibility they need to manage more clients with a smaller team
• Work with our leaders in LATAM and APAC to develop a team structure that supports our managed services needs. These teams will be built with a customer centric purpose, beginning with same time zone and expanding as service levels require
• Own SLA attainment across all active AMS accounts; track agent performance, model drift, tool reliability, and business KPI progress against contracted outcomes and make sure clients see and feel the results
• Define what "production-ready" means for AMS and hold that bar at handoff from build to run
• Manage the incident response and escalation model - build the runbooks, lead post-incident reviews, and make sure every resolution becomes institutional knowledge that improves future response
• Build the client-facing reporting and governance infrastructure: SLA dashboards, audit logs, and outcome-linked performance reporting that demonstrate value, support renewal conversations, and satisfy compliance requirements
• Define the commercial guardrails for run contracts - SLA structures, coverage tiers, consumption assumptions - and work with the deal desk and commercial strategy to make sure what is sold is consistently deliverable at margin
• Track the unit economics of the run business: gross margin, cost-per-engagement, and renewal rates; use those metrics to identify where the model is working and where tooling, process, or staffing changes can improve profitability
• Develop the career path and training model for AMS managed services professionals
• Serve as Slalom's internal subject matter expert on managed services - how world-class operations are run, what the market expects, and how the agent-empowered model creates real differentiation over traditional offshore and BPO alternatives

What You'll Bring
• 20+ years of experience, including 10+ years building or leading managed services, BPO operations, or outsourced business process delivery - you have stood up a managed services practice before, not just worked in one
• A track record of operating SLA-based services at scale: you have owned uptime and performance commitments for a multi-client portfolio, managed incident response, and grown a business through operational excellence and client retention
• Experience building nearshore or offshore delivery teams, designing structures and quality frameworks that make remote delivery consistent and client-ready
• Working knowledge of how managed services are bought: procurement dynamics, how enterprises evaluate and select vendors, what differentiates on quality versus price, and how to build a commercial story that wins and keeps business
• Familiarity with AI, automation, or intelligent workflow operations - you understand what makes production AI systems fail, how clients think about AI-powered services versus traditional staffing models, and how to price and position the difference
• Strong financial acumen - you have managed a P&L, set pricing guardrails, and tracked the unit economics that determine whether a managed services business is healthy or heading toward margin compression
• Working knowledge of AI operations concepts - model drift, prompt management, evaluation frameworks, observability - sufficient to set delivery standards and engage credibly with engineering teams
• A builder's instinct - you make decisions with incomplete information, create structure where none exists, and are energized by the challenge of standing something up from scratch
• Executive presence - you are credible with COO, CFO, and procurement-level buyers; you communicate complex operational realities in business terms and can represent the AMS delivery model in a client conversation

Additional

Ability to travel up to 30-40% of the time. This role will require time in a Slalom office, at client site and ability to work remote; candidates should be comfortable with a hybrid work environment, prioritizing client-facing needs as appropriate.