Spaulding Ridge is an advisory and IT implementation firm. We help global organizations get financial clarity into the complex, daily sales, and operational decisions that impact profitable revenue generations, efficient operational performance, and reliable financial management.
At Spaulding Ridge, we believe all business is personal. Core to our values is our relationships with our clients, our business partners, our team, and the global community. Our employees dedicate their time to helping our clients transform their business, from strategy through implementation and business transformation.
The Managed Services Director will be the leader of a growing team and will have the opportunity to own our managed services offerings for the office of the CFO. They will drive key metrics such as client satisfaction, response times, and resolution rates. In addition, they will establish service delivery standards to ensure consistent and high-quality client service.
Responsibilities:
- Deliver a suite of professional services that complement and advance how clients optimally utilize the solutions within our portfolio
- Identify and refine best practice recommendations and create / use associated playbooks to support customers through technology-based process transformation
- Identify growth opportunities across managed services clients
- Strategize with our GTM team to develop new services and programs to enhance our offerings
- Work with GTM and deliver to suggest, craft, and define Managed Services offerings
- Partner with customers to identify, scope, quote and prioritize service project deliverables and timelines
- Manage and coordinate multiple services engagements simultaneously as the delivery lead, ensuring a great client experience
- Keep customers up to date on service delivery with status reports and status meetings
- Pulling from experience and engagements with many clients, there will be opportunities to be a thought leader in Anaplan and OneStream
- Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) for service excellence.
- Lead escalated client service situations and collaborate with cross-functional teams to resolve issues promptly
- Manage departmental budgets, ensuring cost-effective operations
- Develop and enforce policies and procedures to improve service quality, reduce costs, and ensure compliance with company standards and regulations
- Present performance reports and strategic recommendations to executive leadership
- Contribute to Thought Leadership and inspire practitioners to do the same to promote our service and expertise within Spaulding Ridge
Qualifications:
- Extensive experience supporting the Office of the CFO; you know how they operate and how they use solutions effectively
- Familiarity with FP&A solutions and on-the-job experience using them (e.g. Anaplan, OneStream, etc.)
- Ability to build strategic relationships at various levels both internally and externally
- Knowledge of performance evaluation and client service metrics
- Experience in budget management and process optimization
- Comfortable working with executive leadership and presenting operational performance
- Ability to mentor and motivate teams, fostering a positive work environment focused on continuous improvement
Spaulding Ridge’s Diversity, Equity & Inclusion (DEI) Commitment
When we engage the expertise, insights, and creativity of people from all walks of life, we become a better organization, we deliver superior services to clients, and we transform our communities and world for the better.
At Spaulding Ridge, we believe our team should reflect the rich diversity of society and we take seriously the responsibility to cultivate a workplace where every bandmate feels accepted, respected, and valued for who they are. We do this by creating a culture of trust and belonging, through practices and policies that support DEI, and through our employee led Employee Resource Groups (ERGs): CRE (Cultural Race and Ethnicity), Women Elevate, PROUD and Mental Wellness Alliance.
The company is committed to offering Equal Employment Opportunity and to providing reasonable accommodation to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Spaulding Ridge and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our VP of Human Resources, Cara Halladay (challaday@spauldingridge.com). Requests for reasonable accommodation will be considered on a case-by-case basis.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
