Senior Manager, Managed Services

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October 11

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CREO

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Consulting • Healthcare • Life Sciences

CREO is a management consulting and advisory firm specializing in the life sciences and healthcare sectors. The company collaborates with leading life sciences and healthcare organizations to foster innovation in human health. By providing services in strategy development, M&A, product launch, digital transformation, cybersecurity, and IT compliance, CREO aims to unlock the growth potential of its clients. The firm is recognized for its holistic approach, which integrates growth management, people development, and technology to help companies navigate complex challenges and achieve their business objectives. CREO is committed to driving tangible value and advancing science through its expert consulting solutions.

51 - 200 employees

Founded 2015

📋 Description

• Develops tactics and manages execution of the Managed Services business, ensuring alignment with overall company goals, product strategy, and financial targets. • Oversees the delivery of all managed services, including Tier 1 and 2 helpdesk support and IT asset management, to ensure outstanding service quality and client satisfaction. • Drives the continuous improvement of internal execution and reporting systems to increase efficiency and visibility. • Supports similar improvements on the Client side, as needed. • Stays connected to projects so that client issues are anticipated, identified, and resolved as rapidly as possible. • Anticipates and mitigates customer challenges that could impact business relationships. • Assists to set the strategic direction of the line of business by leveraging CREO’s competitive advantage in the life sciences and healthcare sectors. • Matures and refines the Managed Services product definitions and service offerings with a key priority on recurring revenue models and to leverage CREO’s competitive advantages. • Develops and improves standardized delivery templates (e.g. metrics and reporting) and Statements of Work (SOWs) to streamline the sales and delivery process. • Develops marketing collateral for the service line and coordinates with CREO's marketing team on campaigns and initiatives. • Develop innovative lines of Managed Service that may meet needs such as SaaS release management (eg change control and validation of GxP releases) for additional Client value. • Accountable for achieving the service lines financial growth targets, with a primary focus on securing new customers in the life sciences and healthcare sectors. • Proactively identifies opportunities to cross-sell other CREO services, including Cybersecurity Engineering, and AI services to provide comprehensive solutions to clients. • Manages key client accounts and expectations, acting as a trusted advisor to build and expand engagements. • Develops solutions and writes proposals and SOWs that articulate a clear value proposition to clients and prospects. • Cultivate strong client relationships, acting as a trusted advisor. • Accountable for hiring and retaining a highly productive team of service delivery professionals. • Ensures that the team is appropriately staffed, trained, and resourced to meet the service line's financial and service delivery goals. • Establishes and promotes a consulting culture that balances financial goals with customer satisfaction. • Maintain high level of billable time Initial annual billable utilization target is 1400 hours.

🎯 Requirements

• Minimum of 12 years’ experience in Information Technology, including at least 6 years in a leadership capacity overseeing Managed Services Provider (MSP) operations. • Established record of successfully managing MSP teams, client portfolios, and service line P&L responsibilities. • Demonstrated ability to develop strategic initiatives and drive business growth. • Extensive experience in project management and client delivery, with a history of managing complex, client-focused service agreements. • Advanced technical expertise and strong understanding of on-premises, cloud (IaaS/PaaS), and SaaS solutions. • Proficient in IT Service Management (ITSM) practices, including familiarity with ITIL frameworks. • Substantial experience and professional network within the life sciences and/or healthcare sectors. • Exceptional interpersonal and communication skills, with proven effectiveness engaging clients, executive leadership, and cross-functional teams. • Adept at performing in high-pressure environments, efficiently managing multiple priorities while maintaining professionalism with both clients and colleagues. • Bachelor’s Degree required.

🏖️ Benefits

• Competitive salary • Health insurance • Professional development opportunities