Director, Strategic Projects – Managed Services

6+ years of experience in Project Management, Delivery Management, or Program Management Experience in MSP, SaaS, or technology services environments Strong understanding of contact center operations and platforms Proven ability to manage multiple projects and stakeholders simultaneously Exceptional organizational, communication, and problem-solving skills Experience working closely with Product and Engineering teams Familiarity with Agile, Scrum, or Kanban delivery models Experience scaling managed services or operational teams PMP, Agile, or similar certifications (nice to have)

Own day-to-day delivery and operational health of managed services clients. Ensure stability, performance, and uptime of contact center platforms and integrations. Serve as the primary escalation point for client operational issues and incidents. Lead incident response, root cause analysis, and preventative improvement initiatives. Maintain strong client relationships through clear communication and accountability. Plan, track, and deliver multiple concurrent client projects and enhancements. Define scope, timelines, dependencies, and milestones; manage risks proactively. Ensure projects and “core rocks” are organized, visible, and delivered on time. Drive cross-functional execution across Product, Engineering, and Operations. Maintain accurate, up-to-date project tracking and reporting in Jira. Own delivery workflows using Jira and Confluence. Ensure operational runbooks, SLAs, and escalation paths are documented and current. Leverage Tableau and reporting tools to provide operational visibility and insights. Continuously improve processes to reduce friction and increase predictability. Support Product and Engineering teams during slower client delivery periods. Assist with backlog organization, release coordination, and roadmap execution. Act as a delivery partner to help improve execution velocity and clarity. Take on additional responsibilities as needed to support the growth of the company. Help shape how KosmosDX scales its Managed Services operations. Model ownership, accountability, and a solutions-oriented mindset.