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Director PS Managed Services Delivery




As the Director of PS Managed Services Delivery you will lead the delivery and maturation of Software AG Professional Services Managed Services Worldwide. In this role you will mature and ensure consistent managed services delivery in the following three areas:

  •  Meeting / exceeding revenue and margin targets
  • KPIs; establishing and tracking to
  • Consistent managed services scoping, sizing and delivery. Global Professional Services Managed Services includes services which monitor, operate, optimize, transform and manage. This is includes but is not limited to Ticket management, Escalation management, 24x7 global scheduling.


Selling and delivering professional services managed services to Software AG customers globally is a team effort and our PS Managed Services Delivery Lead will provide guidance, oversight and hands-on support for these client-facing activities owned by the regions. During the sales cycle the Managed Services Lead will provide guidance to the local PS sales teams on the appropriate level of professional services to propose taking into account a customer’s needs, technical maturity, budget and timeline. The Managed Services lead will be responsible for the managed services centers and help to consistently scope engagements, determine staffing mix to meet both customer KPIs and PS margin requirements, develop Statements of Work and respond to RFPs.


Your position is located in Reston and reports to the Vice President of PS Global Competence Center.


Essential Job Functions

  • Align with the PS Regional Sales Leads, managing revenue forecasts and utilization for the managed services portfolio.
  • Ensure adoption of consistent managed services sizing, scoping and delivery to meet SLAs.
  • Work with PS Delivery organization to ensure managed service performance is regularly reviewed to seek out efficiency gains and cost optimization.
  • Responsible for managed services portfolio. This includes related escalations and coordinating with the extended Software AG team (worldwide Professional Services teams, R&D, Global Support, etc.) to resolve. 
  • Work with the PS Managed Services Business Operations Lead, oversee the adoption and required revisions for the end to end PS managed services processes. Examples include Global Deal Desk, Risk Management, Time Entry and SOW/Contracting.
  • Implement and manage an effective professional services training and development program related to your role.
  • Determine best practices for managed services operations and present to PS mgmt. outlining benefits and implementation plan.
  • Keep up to date with what is happening in the industry (our PS Peers) to support PS Managed Services Delivery Lead.


Supervisory responsibility: Yes, initially via matrix management





  • Strong oral and written communication and problem-solving skills
  • Attention to detail and  quality in all deliverables
  • Excellent presentation skills and interaction with internal customers
  • Able to work in a team environment and possess exceptional organizational skills
  • Proven ability to manage time and deliver on deadlines
  • Show personal commitment, strong team player and able to work in a collaborative environment
  • Working knowledge of Cloud / SaaS (Managed Services) end to end processes.  Able to train, coach, mentor, and assist others in a team effort
  • Strong leadership and supervisory skills necessary
  • Must have experience with Managed Services project estimation, proposal development and bid preparation
  • Should have experience with project management, contract management, risk management, deliverable and quality management, and scope control management
  • Ability to persuasively articulate PS Delivery Lead processes and associated business value to the PS management team (GM, SVP, VPs) and cross functionally with Finance, Legal, etc.


Travel: 30-40%

Education and Experience

  • 10-12 years of experience in professional services within a software and / or SaaS company with roles equivalent to PS Managed Services Lead, PS Delivery Lead, Cloud Support Manager
  • Led 15+ team size as a Manager/Technical Manager
  • Leadership experience of Organizational Change Management
  • Experience in working with customers and global teams remotely, customer centric approach
  • Strong knowledge & experience with ITIL processes and best practices
  • 3-5 years leadership experience working on RFPs and proposals for managed services
  • Experience setting up SLAs and operational KPIs for managed services, tracking and optimizing the same, providing continuous improvement
  • Experience estimating Cloud and on premise managed services, including infrastructure estimation
  • Experience with L1/ L2/L3 support, Service Management, Escalation management, KPI/SLAs tracking, measuring and reporting
  • Experience working in matrix organizations
  • Experience / exposure on middleware products and understanding of Cloud, on premise and Hybrid architectures, Professional certification on Cloud platforms is a plus
  • Software AG product implementation experience is a plus


Certifications: not required but a plus (I.e.: PMI, TOGAF, ITIL, SixSigma)


Language: English. Any additional language is a plus.



  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • Three weeks paid vacation & three weeks paid sick leave 
  • 10 paid holidays (including a floating holiday and a community service day) 
  • 401(k) Plan with up to 5% employer match


Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.


Click on the link to view the full EEO statement


















Nearest Major Market: Washington DC

Job Segment: Manager, Quality Manager, Risk Management, Cloud, Middleware, Management, Quality, Finance, Technology