Senior Director, Agentic Managed Services Who You’ll Work With Slalom’s Agentic Managed Services (AMS) team is an innovative team pushing the bounds of what is next at Slalom. AMS is Slalom’s managed services business for creating and operating AI agents in production as a governed, measurable service, with renewable contracts, repeatable delivery, and verified client outcomes. As Senior Director, Managed Services, you are the operational leader of the AMS Latin America (LATAM) delivery team. You will build, hire, and run the team responsible for executing day‑to‑day managed services delivery across active client engagements. You own the people, the profitability, and the delivery quality of this team, reporting directly to Managing Director, Managed Services, who sets strategy and is accountable for the overall success. You will enjoy this role if you are energized by building high‑performing delivery teams from the ground up, you know what excellent managed services operations look like, and you are ready to own execution, not just contribute to it. You thrive in fast‑moving, high‑accountability environments, take personal ownership of Service Level Agreements (SLAs), and know how to develop talent into career‑defining professionals. You want to be part of the cutting edge of managed services with AI agents, rethinking how traditional managed services are delivered from a LATAM delivery hub. What You’ll Do Team Build‑Out & Staffing Recruit, hire, and develop the LATAM managed services delivery team that staffs and supports active client engagements globally, with a focus on North America. Design and maintain the team structure: roles, spans, coverage tiers, and scheduling that enables the LATAM team to operate reliably across client time zones. Build and lead a team sized for agent‑first operations, this is a lean, high‑judgment workforce designed to supervise agents, manage exceptions, and drive continuous improvement at scale, not a traditional headcount‑intensive managed services model. Build the talent pipeline for delivery professionals in LATAM; create the progression model that attracts and retains top operational talent. Partner with recruiting and HR to maintain a healthy pipeline of candidates and uphold hiring standards. Delivery Execution & Quality Own day‑to‑day delivery quality across all AMS engagements staffed by the LATAM team; ensure SLA attainment, client satisfaction, and performance against contracted outcomes. Operate the agent‑first delivery model in practice: your team is the human oversight layer, handling exceptions that agents elevate, reviewing automated performance outputs, validating model behavior against contracted KPIs, and executing continuous improvement based on what the observability stack surfaces. Serve as the operational escalation point for the LATAM team; triage and resolve delivery issues, lead incident response when needed, and ensure every resolution becomes institutional knowledge that improves future agent and human response. Define and enforce what ‘production‑ready’ means for LATAM‑delivered engagements; partner with the Managing Director to maintain consistency with global delivery standards. Build and maintain the runbooks, standard operating procedures, and escalation paths that make LATAM delivery consistent and repeatable at scale. Oversee agent performance monitoring, model drift detection, and routine operational health checks across active client engagements supported by your team. Financial Performance & Unit Economics Work with the Managing Director and commercial strategy team to ensure staffing models and coverage assumptions are reflected accurately in deal economics before contracts are signed. Identify and act on opportunities to reduce the human‑to‑client ratio through tooling, process maturity, and agent expansion, improving unit economics without compromising SLA attainment or quality. Cross‑Functional Collaboration Partner with engineering leadership to understand and influence the agent‑first delivery roadmap; serve as the voice of the delivery team as runbooks mature and automation expands into operations. Work closely with the Managing Director to align on operating model decisions, elevate systemic delivery issues, and contribute to the overall AMS strategy for the LATAM delivery function. Document best practices, calibrate quality standards, and maintain a consistent client experience across geographies. Support client governance and reporting obligations: contribute to SLA dashboards, audit logs, and outcome‑linked performance summaries that demonstrate value to clients. What You’ll Bring 15+ years of experience, including 8+ years building or leading managed services, BPO operations, or outsourced business process delivery teams. You have run a delivery operation before, not just participated in one. A track record of operating SLA‑based services at scale: you have owned uptime and performance commitments for a multi‑client portfolio, managed incident response, and driven client retention through operational excellence. Demonstrated experience hiring, developing, and leading delivery teams; you know how to build structure and quality frameworks that make remote delivery consistent and client‑ready. Strong financial acumen: you have set staffing‑level assumptions and tracked the unit economics that determine whether a delivery team is healthy or heading toward margin compression. Familiarity with AI, automation, or intelligent workflow operations, you understand what makes production AI systems fail, how clients think about AI‑powered services versus traditional staffing models. Working knowledge of AI operations concepts, model drift, prompt management, evaluation frameworks, observability, sufficient to set delivery standards and engage credibly with engineering teams. A builder’s instinct, you make decisions with incomplete information, create structure where none exists, and are energized by the challenge of standing something up from scratch. Strong operational leadership presence: you are credible with your team and with client operational stakeholders; you communicate clearly, hold teams accountable with fairness, and model the standards you set. Full professional fluency in both English and Spanish, written and spoken, required for this role; you will operate across both languages daily, including in client‑facing and executive contexts. In addition, Employee acknowledges that they are fluent in English and that they understand the contents of this Exhibit. About Us Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries partner with clients to co‑create powerful customer experiences, modern ways of working, and meaningful impact. What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days. #J-18808-Ljbffr