About Messagepoint

Messagepoint is a privately-owned software company providing an AI-powered SaaS solution that enables enterprises to manage and personalize customer communications with greater speed, accuracy, and control. Our award-winning platform empowers business users to create and optimize compliant, personalized communications across digital and print channels using advanced content intelligence and large language models.

Messagepoint is headquartered in Toronto with employees located throughout Canada, the United States and the UK.

Summary

We are seeking a strategic and customer-focused leader to serve as the Director, Managed Services. In this role, you will lead the Managed Services organization responsible for ensuring the ongoing success, stability, and optimization of client solutions post-implementation. You will own service delivery operations, client satisfaction, and continuous improvement across the managed portfolio, balancing operational excellence with a proactive, partnership-driven client engagement model.

This role is both strategic and hands-on — accountable for delivering high-quality, SLA-driven support services while evolving the function to enable scalability, automation, and customer value realization. The Director will work closely with the Directors of Implementation Services, PMO, and Business Analysis & QA to ensure seamless transitions from project delivery to ongoing operations.

Responsibilities

• Own and lead the Managed Services function, including service delivery operations, production support, and client relationship management for ongoing engagements.
• Develop and maintain service delivery frameworks and SLAs, ensuring measurable, consistent, and high-quality outcomes across clients.
• Establish a proactive service culture — moving from reactive issue resolution to preventive, value-add client partnership.
• Manage and optimize support operations, including incident management, request fulfillment, root cause analysis, and problem prevention.
• Oversee service transition processes from Implementation Services, ensuring stability and completeness of handover documentation and knowledge transfer.
• Develop and track operational KPIs, including response time, resolution rates, SLA compliance, and client satisfaction.
• Collaborate with Product and Engineering teams to escalate systemic issues and influence product roadmap priorities.
• Drive continuous improvement initiatives that enhance efficiency, automation, and client experience.
• Forecast, budget, and manage resource capacity for Managed Services, balancing cost control with responsiveness.
• Mentor, coach, and develop the Managed Services team, fostering a culture of accountability, collaboration, and customer-centricity.
• Act as the senior escalation point for key client relationships, ensuring timely and effective issue resolution.

Qualifications

• Bachelor’s degree in Computer Science, Business, or related field; ITIL certification preferred.
• 10+ years of experience in Managed Services, Service Delivery, or Technical Support within SaaS or enterprise software environments, with 3–5 years in a leadership role.
• Proven track record of leading multi-client managed services operations with measurable SLA performance.
• Strong understanding of ITIL or similar service management frameworks (Incident, Problem, Change, Release, and Knowledge Management).
• Demonstrated success in driving service automation and process improvement.
• Excellent leadership, client relationship management, and communication skills.
• Financial acumen in forecasting, resource planning, and P&L contribution for services organizations.
• Ability to collaborate cross-functionally with Product Management, R&D, and Professional Services to deliver client outcomes.
• Experience managing distributed or remote teams across multiple time zones.

Performance Metrics

• SLA compliance rate (% of incidents resolved within defined SLAs)
• Average response and resolution time
• Post-service client satisfaction score (CSAT)
• Incident recurrence or rework rate
• Operational efficiency improvements (automation, cost per ticket)
• Client retention or renewal rate
• Service transition success rate (handover completeness, stability post go-live)
• Employee engagement and turnover within Managed Services

Reporting Structure

Reports to: VP, Professional Services

Oversees: Managed Services Managers, Service Delivery Specialists, Support Analysts

Partners with: Directors of Implementation Services, PMO, and Business Analysis & QA

Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.

We thank you for your interest, however, only those who qualify for an interview will be contacted.