Managing Director, Managed Services Experience

About the role

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram. Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring. Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law. Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system. Job Description: Baker Tilly is seeking a Managing Director, Managed Services 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.

Responsibilities

• 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, pro

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