Managing Director, Managed Services Delivery & Experience

Job title: Managing Director, Managed Services Delivery & Experience

About the Role

Baker Tilly is seeking a Managing Director, Managed Services Delivery & Experience to help lead and strengthen the client and delivery experience across our Managed Services platform. This role is accountable for creating a more consistent, scalable and differentiated experience across the full client lifecycle, from opportunity and onboarding through steady-state delivery, value realization and expansion. The Managing Director will partner closely with Managed Services leadership, delivery teams, growth leaders, transitions, operations, technology, AI enablement and offshore teams to ensure clients experience Managed Services as one connected, accountable operating model. This is a senior leadership role focused on building trust, consistency and operating discipline at scale. The right leader will understand recurring services, client relationship management, delivery governance and the behaviors required to create a high quality client experience across a complex, growing platform. This leader will not only improve client satisfaction. They will help define what excellent Managed Services delivery looks like, where friction exists, how we improve consistency and how we create a stronger value proposition for clients over time.

What You'll Do

• Lead the design and execution of the Managed Services client experience strategy across onboarding, transition, delivery, governance, service reviews and expansion.

• Define and implement standards for client communication, meeting cadence, executive reporting, escalation management, issue resolution and value realization.

• Partner with delivery leadership to ensure engagements have clear roles and responsibilities, KPIs, SLAs, governance routines and accountability structures.

• Serve as a senior advisor to delivery teams on complex client situations, executive conversations, service quality concerns and relationship risks.

• Identify common friction points across clients and teams, then translate those insights into scalable operating improvements, playbooks, tools and delivery standards.

• Partner with growth and account leadership to support retention, expansion and differentiated market positioning for Managed Services.

• Work with transitions teams to improve onboarding consistency, accelerate time to value and ensure new engagements are set up for long-term success.

• Collaborate with technology, AI and operations teams to improve workflow visibility, reporting, automation, data quality and client-facing insights.

• Create stronger feedback loops from clients, teams and leadership to improve service quality, client trust and platform performance.

• Help advance a culture of ownership, responsiveness, proactive communication and disciplined execution across Managed Services.

• Support strategic initiatives that improve scalability, margin, client retention, team effectiveness and market differentiation.

• What We're Looking For

• The successful candidate will be an experienced executive leader with a strong background in managed services, professional services, client delivery, client success, operations, or transformation.