Director of Managed Services

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Their expertise spans Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform, enabling organizations to accelerate innovation, enhance security, and optimize operational agility.

Atmosera is a private equity-backed Microsoft partner focused on Azure, with roughly 200 people across the U.S. and LATAM. They are growing their direct go-to-market, investing in commercial leadership, and sharpening their operations.

The Role

You will own Atmosera's managed services business, built on recurring revenue and long-term client relationships, and report directly to the CEO. This is a P&L role, not a service delivery role: you own monthly recurring revenue, net revenue retention, gross margin, and the client relationships that produce them, building on a strong operational foundation to lead the commercial direction of the business.

This role is fully remote within the U.S., with travel for client visits, leadership meetings, and other business needs.

What You Will Lead

Three functional leaders report to you. You will partner with them to grow the business and develop the team.

• Service Operations: The 24x7 delivery engine for managed Azure environments.

• Client Success: Account health, renewals, and expansion across the managed client base.

How You Will Partner

• Executive peers: The SVP, Professional Services Delivery, the SVP, Technology, and the Chief Revenue Officer.

• Security: The CISO sets security standards and audits against them. Your organization is accountable for meeting those standards.

• Product: Product, including AMP (the platform our managed services run on), sits in the Technology organization, and Managed Services is its primary internal client. You define service requirements, set roadmap priorities with Product, and approve new capabilities before they reach clients.

Your Impact

Commercial direction: Set the growth strategy for managed services and, with the CRO, protect margin and cost to serve as the business scales.

Client journey and experience: Own the managed client's experience from onboarding through renewal and expansion, including a clean handoff from Professional Services projects.

Retention and expansion: Own key client relationships and difficult service conversations, and build Client Success into a source of expansion revenue as well as retention.

Operational and security standards: Ensure reliable delivery that meets the CISO's standards.

AI-enabled operations: Use automation, AI, and the AMP roadmap to improve margin, service quality, and the client experience.

People leadership: Lead, develop, and retain a leadership team across the U.S. and LATAM.

The Judgement This Role Requires

This role calls for sound judgment where there is no playbook. Examples of decisions you will own:

• Client recovery: A key client has had a difficult quarter. You weigh credits, a contract change, or holding the line against renewal, margin, and precedent.

• Deal margin: A deal is taking shape on terms that miss target margin. You work with the CRO on a structure that wins the deal and protects the business.

• Out-of-scope requests: A client asks for meaningful out-of-scope work. Sometimes the right answer is yes, at no charge; knowing when is part of the job.

• Client audits: An enterprise client's auditors are reviewing our controls. You represent the company in the room.

• Delivery model: We deliver from teams in the U.S. and LATAM. When clients have questions about how and where their work is done, you lead those conversations.

What Success Looks Like

We measure success by results and alignment. Here is how we define a win for this role over the first year:

After 90 Days

The Foundation: Understand the client portfolio, renewal base, service economics, operational and security performance, and talent. Set the net revenue retention baseline within 60 days.

The Integration: Build trusted relationships with the CEO, your leadership team, peers, the CISO, and Finance, with shared clarity on decision rights, handoffs, and escalation paths.

The Contribution: Put visibility in place across recurring revenue, retention, margin, client health, and security standards, with plans in motion for at-risk accounts.

After 1 Year

Your Impact: Net revenue retention has improved against your 60-day baseline, managed gross margin has held or improved, and client retention is at or above target. Client Success contributes expansion revenue, and Security Operations meets the CISO's standards on patching, remediation, and access reviews, with clean client audits.

Your Growth: Your leadership team is growing in scope, with clear development paths and succession across the U.S. and LATAM.

Your Influence: AMP roadmap priorities are set with Product around Managed Services requirements for margin and client value, and Managed Services is recognized by clients, employees, and Microsoft for client value and commercial discipline.

The Skill Matrix

Required Skills (The Non-Negotiables)

P&L Ownership: P&L ownership of a managed services, hosting, or IT services business of $15M or more, with direct accountability for recurring revenue retention and gross margin.

Client Leadership: Executive-level ownership of enterprise client relationships, including renewals and difficult service conversations, and a record of improving the client experience across the full lifecycle.

Change Leadership: Leading an organization through significant change, such as an integration, a platform migration, or a new delivery model.

People Leadership: A strong record of building, developing, and retaining leadership teams.

Cloud Managed Services: Fluency in cloud managed services; Azure strongly preferred.

Communication: Executive-level communication, including the judgment to surface difficult issues early and build confidence without overpromising.

How We Show Up

These 'Core Three' represent the heartbeat of Atmosera: Humble (Low Ego, High Impact), Hungry (Internal Drive), and Mindful (Intentional Awareness).

Humble (Low Ego, High Impact): Share credit easily, admit mistakes, seek the strongest answer, and treat feedback as data for growth.

Hungry (Internal Drive): Hold a high standard, look for opportunities to improve performance and client value, and take action to build something better.

Mindful (Intentional Awareness): Be conscious of your impact on people and the business, listen carefully, consider second-order effects, and respond with empathy.

Our Interview Process

We value your time and aim for transparency. The process includes:

• Talent Screen (30 minutes): A conversation about your background, the scope of the P&L and organizations you have led, and the mission of the role.

• Impact & Attributes Assessment (60 minutes with CEO): A discussion focused on leadership approach, change leadership, trust, accountability, and alignment with Humble, Hungry, and Mindful behaviors.

• Collaborator Loop (60 minutes with Internal Stakeholders & Peers): Conversations with key partners focused on managed services economics, client relationships, commercial trade-offs, and cross-functional partnership.

• Final Alignment (Onsite Interview in Portland with Executive Leadership): A closing conversation regarding role expectations, mutual alignment, and next steps.