Description

We are seeking a Senior Manager, Managed Services to join our team. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.

Job Summary

The Senior Manager, Managed Services is a senior operational leader responsible for the day-to-day performance, delivery quality, and customer outcomes of assigned Managed Services teams and customer portfolios. Reporting to the Vice President, Managed Services, this role translates departmental priorities into clear operating plans, monitors service and productivity performance, develops people and capabilities, and drives consistent execution of customer commitments. The Senior Manager partners with Customer Success, Support, Professional Services, Product, Engineering, and Sales to resolve issues, improve processes, and increase customer value. This role contributes to the evolution of the Managed Services operating model and offerings while executing within established strategic, financial, and commercial direction.

Duties and Responsibilities

• Lead and develop assigned Managed Services teams, including managers, team leads, and individual contributors, through coaching, performance management, recognition, and career development.
• Translate departmental priorities into operating plans that clarify customer coverage, workload, staffing needs, service levels, and execution accountability.
• Oversee delivery for an assigned customer portfolio, ensuring commitments are completed on time, contractual obligations are met, and risks are identified and addressed early.
• Track and report operational, customer, quality, capacity, and productivity metrics; use trends and root-cause analysis to recommend and implement corrective actions.
• Manage customer escalations within the assigned scope, coordinate cross-functional resolution plans, and communicate clearly with customer and internal stakeholders.
• Drive adoption of standardized workflows, playbooks, documentation, and best practices that improve consistency, efficiency, scalability, and customer experience.
• Identify capability and knowledge gaps across the team and build or improve onboarding, training, enablement, and knowledge-sharing programs.
• Partner with Customer Success, Support, Professional Services, Product, Engineering, and Sales to improve delivery readiness, resolve recurring issues, and support customer adoption and renewal confidence.
• Provide input to resource planning, forecasting, and service capacity decisions; escalate staffing, delivery, and financial risks to the Vice President, Managed Services.
• Contribute operational insight to new service offerings, product launches, roadmap discussions, and continuous-improvement initiatives, including pilots and adoption programs.
• Ensure work is performed in accordance with contracts, company policies, applicable regulatory requirements, and established security and quality standards.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in a relevant field or equivalent experience
• 7+ years in services, customer success, technical support, or healthcare IT.
• At least 3 years of people leadership experience, including coaching, performance management, and team development.
• Proven success managing complex service delivery, customer portfolios, competing priorities, escalations, and root-cause resolution.
• Experience using operational, customer, service-level, financial, and capacity data to improve performance and customer outcomes.
• Strong analytical, organizational, and communication skills, with the ability to influence senior stakeholders and cross-functional partners.
• Proficiency with Salesforce and Microsoft 365, plus sound judgment in balancing customer commitments, service quality, and long-term value.
• Experience with Gainsight, Imprivata or comparable technology, healthcare IT, cybersecurity, identity and access management, or regulated industries preferred.
• Project management, service management, or relevant professional certification preferred.

This position offers a total compensation range of $156,000.00 to $178,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

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