Director, Practice Management – Managed Services

Role Overview

• Lead the operationalization of processes, tools, and operating models to ensure consistency, scalability, and alignment with firm-wide standards.
• Oversee the execution of team initiatives and process improvements, ensuring timely delivery and measurable impact.
• Identify operational gaps and generate ideas to drive efficiency, innovation, and best practice adoption across teams.
• Serve as a subject matter expert on systems and processes, addressing escalations related to engagement setup, financial issues, tools, and resourcing.
• Establish governance structures and internal controls to support operational integrity and mitigate risk.
• Ensure compliance with firm policies and procedures at both the team and firm level.
• Support change management efforts related to firm initiatives, system implementations, and process transitions, ensuring smooth adoption and minimal disruption.
• Collaborate with practice leadership to translate strategic objectives into operational plans and drive achievement of key results (OKRs).
• Cascade firm, service line, and business line communications to ensure alignment, transparency, and engagement across the team.
• Partner with ESO subject matter experts to enhance business processes and improve system utilization.
• Lead onboarding and integration of new team members, including those joining through M&A activity, ensuring alignment with operational standards and culture.
• Lead post-merger stabilization efforts, ensuring seamless integration of processes and alignment of expectations for newly acquired firms.
• Monitor Complementary Global Workforce (CW) usage and progress toward staffing and operational goals.
• Consolidate and assess overall business health, providing actionable insights and recommendations to leadership.
• Coordinate with internal stakeholders to support recruiting, resource management, and talent onboarding, ensuring operational readiness and team continuity.
• Monitor and manage help leaders manage key performance metrics such as contribution margin, controllable expenses, utilization, and DSO to ensure financial health.

Requirements

• Bachelor’s degree in a specialized field or equivalent experience required.
• Master’s degree preferred.
• Minimum of ten (10) years of relevant experience in a complex organization.
• Prior experience in a professional services environment is highly desirable.
• A minimum of five (5) years of supervisory experience is strongly preferred.
• Demonstrated experience in project management methodologies such as scoping, planning, and controlling; change management principles and practices; facilitation; process and data analysis techniques; with applied knowledge and skills within technology-driven and business-centered projects.
• Strong business acumen and critical thinking, with demonstrated ability to see and engage both the "big picture" and the details and progress the work individually and collaboratively to timely completion with commitment to quality and confidentiality.
• Demonstrated acumen in data analysis and developing clear insights, trends, and commentary to highlight the key messages and present data and analysis in a compelling and impactful way to drive change as necessary.
• Advanced Microsoft Suite skills (e.g., Word, Excel, PowerPoint) required; experience and skills in advanced project management, engagement, and learning tools preferred.
• Strong executive presence and demonstrated leadership skills, good judgment, and ability to effectively connect with employees and leaders at all levels within the firm.
• Exceptional verbal and written communications skills, including the ability to “connect the dots” and articulate complex issues to stakeholders.
• Ability to travel as needed, approximately 10%.

Benefits

• Health insurance
• 401(k) matching
• Professional development opportunities