Director of Professional Services; Managed

Director of Professional Services (Managed)

Are you looking for a high energy, strategic, and fast-paced position as a Director of Professional Services (Managed)? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes! For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams.

• Fantastic health and benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Relias pays for the employee portion of the monthly healthcare premium.
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office.
• Active Employee Resource Groups open to all employees.
• Comprehensive onboarding program – a great introduction to our company, customers and culture.
• Growth and career advancement opportunities
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science.
  • Professional development gained from conference attendance and participation in organizations like NC Tech.
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees.

The Director of Managed Services is responsible for overseeing the delivery, growth, evolution and execution of the vision of the managed services portfolio. This role drives operational excellence, innovation, and client value drive, and leads and develops a high-performing team to deliver scalable, profitable, and world-class service experiences.

• Assist leadership in defining and executing a multi-year strategic roadmap for the managed and outsourced services strategy aligning with company goals and emerging market trends.
• Drive the transformation of service delivery for scalable, recurring managed services models that enhance client outcomes.
• Establish frameworks for scalability, automation, innovation, and continuous improvement.
• Oversee end-to-end delivery of managed services, ensuring adherence to quality standards, SLAs and KPIs.
• Implement service design based best practices and governance frameworks for incident, change, and problem management.
• Continuously monitor and improve operational efficiency, service quality, and cost-effectiveness.
• Ensure customer satisfaction, renewals, and expansion opportunities through proactive service delivery.
• Lead service reviews in partnership with customer success.
• Lead and develop a high-performing management team overseeing service lines including Implementation, Managed Services, Technical Services, and Education.
• Foster a culture of accountability, innovation, and operational excellence.
• Implement career development frameworks and succession planning to build leadership capacity within the organization.
• Ensure alignment between team objectives and corporate strategy through consistent coaching, communication, and KPI management.
• Ensure profitability of delivered services and revenue growth of assigned services.
• Assist in negotiation of managed services contracts, renewals (in concert with customer success), and service level agreements with clients.
• Develop and manage budgets, forecasts, and resource allocation strategies.
• Partner with Product and Engineering to align services with product roadmaps.
• Collaborate with Sales and Customer Success to identify and develop new service opportunities.
• Partner with Product Marketing in driving go to market and enablement strategies.

• Bachelor’s degree in business administration or relevant field.
• 8+ years of experience in managed services preferably in SaaS operations, with at least 8 years in a leadership role.
• Proven track record managing large-scale, outsourced managed services environments, preferably in healthcare verticals (i.e., behavioral health, post-acute care).
• Experience working with accreditation bodies such as CARF, Joint Commission and others in the areas of certifications, surveys, and policies a plus.
• Strong…