Director, Managed Services (Remote)

Who is Trace3? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities that live in technology? Come Join Us! Street-Smart - Thriving in Dynamic Times We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like. Teamwork - Humble, Hungry and Smart We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

Reporting to the VP, Managed Services Operations, the Director of Managed Services oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and loss statements, governance and reviews, vendor management, and escalation management through issue resolution for the Data Center Operations and Engineering teams. The position manages department-level deadlines, responsibilities, and deliverables, ensuring readiness for all deliverables to internal and external stakeholders regarding all components of engagements with minimal direction or oversight. The ideal candidate will be responsible for financial planning and forecasting associated with the business unit and will work with the Trace3 Managed Services leadership team to set and execute the vision and strategy for the DC Ops and Engineering teams. The ideal candidate will work on assignments of a diverse scope where analysis and decisions require critical evaluation of definable factors. The candidate will exercise judgment with minimal direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and will act as the SPOC between executives, customers, departments, and support teams.

SUMMARY OF OPERATIONAL JOB FUNCTIONS:

• Direct a 24x7x365 operations team with distributed resources across multiple states while incorporating leveraged resources in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight.
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends.
• Develop and refine standard operating procedures with control mechanisms to ensure seamless integration and delivery for operations.
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements.
• Support and manage various teams, championing a culture of growth and mentorship to motivate team members to support their own professional development.
• Assess financial reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies via COGS analysis.
• Serve as a subject matter expert and client liaison, managing customer expectations based on Managed Services' operational capabilities and limitations.
• Operational leadership duties as assigned by your manager.

SUMMARY OF TRANSFORMATIVE JOB FUNCTIONS:

• Remain current with new and existing best practices to innovate DC Ops and Engineering operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate, recommend, and assist with the implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiation.

Creates processes and manages operations that combine internal and shared vendor abilities with client expectations to design creative and efficient solutions to meet customer demands and requirements.

• Define a milestone-driven roadmap based on baseline operations or identified gaps, and implement strategic initiatives targeted at improving processes and tools using industry-leading frameworks.
• Perform assigned leadership duties in a transformative manner.

Qualifications & Interests:

• Proven ability to lead a team that works 7x24 and is geographically distributed.

10+ years of experience managing complex, multi-tenant infrastructure tools and systems comprised of on-premise and cloud-connected technologies. 8+ years of experience working in a multi-tenant service provider environment.

• Experience working with and managing outcomes following the ITIL v4 framework standards.
• Strong strategic planning, analytics skills, execution, and service delivery excellence.
• Financial acumen – understanding of gross profit, net income, and other business financial terms and formulas.
• Problem Solving – leverage relationships, customer skills, business acumen, and creativity to solve problems.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary. Estimated Pay Range $150,000—$170,000 USD The Perks Comprehensive medical, dental and vision plans for you and your dependents 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability Competitive Compensation Training and development programs Major offices stocked with snacks and beverages Collaborative and cool culture Work-life balance and generous paid time off Our Commitment At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do. We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law. Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all. If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com. ***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.