Agilant Solutions, Inc. · 19 hours ago
Senior Director – Enterprise Managed Services (EMS)
Plainview, NY
Full-time
Onsite
Director/Executive
8+ years expAgilant Solutions, Inc. is seeking a Senior Director for their Enterprise Managed Services (EMS) division. This role is responsible for leading service delivery, managing operational performance, and executing the EMS strategy while ensuring compliance with service level agreements and financial targets.
Information TechnologySoftware
Hiring Manager
Elizabeth Dang
Responsibilities
Lead daily operations across EMS service lines including field services, depot, help desk, configuration, and lifecycle services
Ensure SLA, KPI, and contractual compliance across all managed services engagements
Own escalation management, issue resolution, and operational risk mitigation
Standardize service delivery models, workflows, and operating procedures
Own operational financial performance including labor efficiency, cost-to-serve, and margin improvement
Partner with Finance on forecasting, variance analysis, and corrective action plans
Track and report KPIs including SLA performance, CSAT, attach rate, and utilization
Drive productivity improvements without proportional increases in headcount
Execute initiatives to scale EMS offerings across geographies and verticals
Improve service consistency through process standardization and automation
Identify opportunities to enhance attach rates, renewals, and recurring revenue
Support rollout of new EMS offerings, contracts, and service tiers
Lead Directors, Managers, and Service Leaders within EMS
Build strong management bench and succession plans
Establish performance expectations, coaching, and accountability frameworks
Partner with HR on workforce planning, training, and talent development
Partner with Sales and Pre-Sales on service design, pricing input, and SOW execution
Support executive sponsors and participate in QBRs and client reviews
Collaborate with Technology teams on service tools, reporting, and automation
Maintain strong relationships with OEMs, vendors, and service partners
Qualification
Required
8–12 years of progressive leadership experience in Managed Services or Enterprise Operations
Proven experience managing SLA-driven service delivery
Strong understanding of EMS financial drivers (labor, utilization, margin, cost-to-serve)
Experience leading multi-region or multi-service operations
Excellent leadership, communication, and problem-solving skills
Preferred
Bachelor's degree in Business, Operations, or related field
Knowledge of Netsuite
Experience in EMS, Healthcare IT, Education, or Public Sector environments
Familiarity with AI-enabled Tier-1 support or service automation
Experience with OEM contracts, warranties, and lifecycle services
Company
Agilant Solutions, Inc.
We are a global provider of digital transformation and IT managed services.
501-1000 employees
H1B Sponsorship
Agilant Solutions, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (2)
2022 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Sonny Chabra
Chief Executive Officer
Company data provided by crunchbase