Managing Director, Managed Services

This is a Managing Director role with one of Slalom’s global teams – we are open to hiring in many locations and travel will be required as needed by our clients.

Who You'll Work With

Slalom's Agentic Managed Services (AMS) team is an innovative team pushing the bounds of what is next at Slalom. AMS is Slalom's managed services business for creating and operating AI agents in production as a governed, measurable service, with renewable contracts, repeatable delivery, and verified client outcomes.

As Managing Director of Managed Services, you own the ‘run’ team for the AMS approach to traditional managed services. This includes the responsibility for service delivery, reimaging the managed service process leveraging agents, pricing, building the team across geographies, creating the plan to expand managed services across our capabilities, and executing to that plan.

You will enjoy this role if you are energized by building something that has never existed before, you know what excellent managed services operations look like, and you are ready to own a business, not just a function. You thrive in environments with high autonomy, move comfortably between strategy and operational detail, and take personal accountability for delivery quality and margin. You want to be on the cutting edge of managed services with AI agents, rethinking how traditional managed services are delivered.

This role reports directly to the Senior Managing Director of AMS and is a core member of the AMS leadership team.

What You'll Do

•      Build Slalom's agentic managed services practice from the ground up - design the operating model, establish the standards, and create the infrastructure that makes AMS run contracts reliable, repeatable, and profitable

•      Recruit, develop, and lead the managed services delivery team that supports and operates active AMS client engagements; design the structure, coverage model, and quality frameworks that make this team client-ready

•      Architect and operate an agent-first delivery model: the AMS run business is designed to be run predominantly by agents, with a small human team responsible for oversight, exception handling, and continuous improvement. This is not designed to be a traditional headcount-intensive managed services model

•      Define which elements of the run workflow agents own end-to-end monitoring, alerting, routine incident triage, performance reporting, drift detection, and which require human judgment; build the clear escalation paths and oversight mechanisms that make the model trustworthy for clients

•      Partner with engineering leadership to continuously expand what agents can own; as runbooks mature and patterns stabilize, identify opportunities to automate more of the operations layer and reduce the human-to-client ratio without sacrificing quality or SLA attainment

•      Build the agent-assisted tooling and observability infrastructure that gives the human operations team the visibility they need to manage more clients with a smaller team

•      Work with our leaders in LATAM and APAC to develop a team structure that supports our managed services needs. These teams will be built with a customer centric purpose, beginning with same time zone and expanding as service levels require

•      Own SLA attainment across all active AMS accounts; track agent performance, model drift, tool reliability, and business KPI progress against contracted outcomes and make sure clients see and feel the results

•      Define what "production-ready" means for AMS and hold that bar at handoff from build to run

•      Manage the incident response and escalation model - build the runbooks, lead post-incident reviews, and make sure every resolution becomes institutional knowledge that improves future response

•      Build the client-facing reporting and governance infrastructure: SLA dashboards, audit logs, and outcome-linked performance reporting that demonstrate value, support renewal conversations, and satisfy compliance requirements

•      Define the commercial guardrails for run contracts - SLA structures, coverage tiers, consumption assumptions - and work with the deal desk and commercial strategy to make sure what is sold is consistently deliverable at margin

•      Track the unit economics of the run business: gross margin, cost-per-engagement, and renewal rates; use those metrics to identify where the model is working and where tooling, process, or staffing changes can improve profitability

•      Develop the career path and training model for AMS managed services professionals

•      Serve as Slalom's internal subject matter expert on managed services - how world-class operations are run, what the market expects, and how the agent-empowered model creates real differentiation over traditional offshore and BPO alternatives

What You'll Bring

•      20+ years of experience, including 10+ years building or leading managed services, BPO operations, or outsourced business process delivery - you have stood up a managed services practice before, not just worked in one

•      A track record of operating SLA-based services at scale: you have owned uptime and performance commitments for a multi-client portfolio, managed incident response, and grown a business through operational excellence and client retention

•      Experience building nearshore or offshore delivery teams, designing structures and quality frameworks that make remote delivery consistent and client-ready

•      Working knowledge of how managed services are bought: procurement dynamics, how enterprises evaluate and select vendors, what differentiates on quality versus price, and how to build a commercial story that wins and keeps business

•      Familiarity with AI, automation, or intelligent workflow operations - you understand what makes production AI systems fail, how clients think about AI-powered services versus traditional staffing models, and how to price and position the difference

•      Strong financial acumen - you have managed a P&L, set pricing guardrails, and tracked the unit economics that determine whether a managed services business is healthy or heading toward margin compression

•      Working knowledge of AI operations concepts - model drift, prompt management, evaluation frameworks, observability - sufficient to set delivery standards and engage credibly with engineering teams

•      A builder's instinct - you make decisions with incomplete information, create structure where none exists, and are energized by the challenge of standing something up from scratch

•      Executive presence - you are credible with COO, CFO, and procurement-level buyers; you communicate complex operational realities in business terms and can represent the AMS delivery model in a client conversation

Additional

Ability to travel up to 30-40% of the time. This role will require time in a Slalom office, at client site and ability to work remote; candidates should be comfortable with a hybrid work environment, prioritizing client-facing needs as appropriate.

About Us

Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers—and their customers—to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We’re honored to be consistently recognized as a great place to work, including being one of Fortune’s 100 Best Companies to Work For seven years running. Learn more at slalom.com. 

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance. 

Slalom is committed to fair and equitable compensation practices. For this position at the Managing Director level the base salary pay range in the US is $240,000 to $384,000 USD. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.  

EEO and Accommodations

Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require an accommodation during the interview process.