Director, Managed Services

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🕒 5 days ago

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Fenix24

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🔒 Cybersecurity

🤝 B2B

Cybersecurity • B2B

Fenix24 is the world’s leading breach recovery and cyber resilience company, specializing in rapid ransomware recovery, incident response, and guaranteed restoration of operations. It combines assessments, remediation, managed protection services, and asset & resiliency software with a battle-tested recovery team and one-hour response to help organizations across industries recover from and defend against advanced cyberattacks.

📋 Description

• Set and maintain operational strategy, standards, and performance benchmarks across all managed service lines and the NOC • Monitor service metrics and ensure SLA compliance across all client accounts, enterprise and SMB • Identify operational trends and drive initiatives for automation, efficiency, and service quality improvement • Own data center operations and delivery platforms, ensuring reliability, capacity planning, and security compliance • Serve as the senior escalation owner for complex or high-impact technical and operational issues • Serve as the senior delivery owner for enterprise and SMB client relationships, satisfaction, and retention • Manage delivery P&L for assigned accounts, proactively identifying risks, cost overruns, and growth opportunities • Lead and participate in regular business reviews with clients to assess service health, alignment, and roadmap • Partner with the implementation team to oversee onboarding of new clients and ensure smooth transition into steady-state operations • Establish and maintain clear escalation paths, serving as the final escalation point for client-impacting issues • Define and maintain technical strategy and operational standards for all service-aligned technical teams • Partner with the Sr. Manager of Technical Services to translate technical capabilities into service-ready features • Oversee engineering best practices, standards, and documentation discipline across all service lines • Provide senior technical leadership on complex challenges and architecture decisions that affect service delivery • Partner with Product/Service to evaluate and prioritize new service features and capabilities • Integrate learnings from client feedback, incident data, and market trends into ongoing service improvements • Champion a culture of data-driven decision-making, engineering excellence, and continuous improvement • Lead, develop, and retain two Senior Managers (Technical Services and Network Operations) and their extended teams • Set clear performance expectations, provide regular coaching, and conduct structured performance reviews • Partner with P&C and VP to recruit top technical and operational talent as the organization scales • Foster a culture of accountability, collaboration, client focus, and continuous improvement across all teams • Support career development and succession planning across the managed services leadership team

🎯 Requirements

• 7+ years of experience in managed services, IT operations, or technology service delivery • 3+ years in a senior leadership role managing managers and multi-functional teams • Proven track record of managing enterprise client relationships and delivery P&L • Strong operational background, SLA management, service metrics, escalation handling • Experience spanning both NOC/operations and technical service delivery disciplines

🏖️ Benefits

• Internal and external learning & development opportunities, including career advancement. • Competitive compensation & benefits. • Scheduled & flexible PTO programs. • Fully remote work options. • Family friendly programs • Care packages • Regular team building events.