Managed Services Lead

Description
Position Summary

The Managed Services Lead is responsible for building, leading, and continuously improving ProScore Technologies' Managed Services function. The role oversees the quality, consistency, timeliness, and scalability of services delivered to clients and subcontractors, including project setup, contractor onboarding, labor classification and apprenticeship setup, payroll and time-data coordination, compliance review support, issue resolution, and client reporting.

This position combines people leadership, operational discipline, and a working knowledge of prevailing wage, registered apprenticeship, certified payroll, and Inflation Reduction Act (IRA) compliance requirements. The Managed Services Lead establishes clear processes and ownership, monitors service levels and operational risk, and partners across Customer Success, Compliance, Workforce Development, Product, Reporting, and Enterprise Delivery.

Key Responsibilities

Lead the Managed Services team by establishing clear roles, priorities, performance expectations, accountability, and development plans.
Own the end-to-end managed services workflow, from client handoff and project setup through ongoing data processing, compliance review, reporting, issue resolution, and closeout.
Develop and maintain standard operating procedures, checklists, intake requirements, handoff templates, escalation paths, and quality-control standards.
Assign and prioritize work based on client requirements, risk, deadlines, team capacity, and employee skill level while maintaining visibility into workload and completion status.
Oversee accurate setup and review of projects, subcontractors, labor classifications, applicable wage determinations, registered apprenticeship programs, employees, time, payroll, and required supporting documentation.
Oversee the collection, validation, and timely processing of payroll, time, certified payroll, and other compliance-related records.
Establish review procedures designed to identify missing data, configuration errors, potential underpayments, apprenticeship supervision or ratio concerns, missing documentation, and other compliance risks.
Coordinate corrective-action plans with internal teams, clients, and subcontractors; ensure issues are documented, assigned, escalated appropriately, tracked, and resolved.
Create a consistent operating cadence for project status reviews, client updates, risk reporting, and leadership communication.
Monitor operational measures such as onboarding timeliness, processing turnaround, backlog, error rates, open compliance items, and client satisfaction.
Partner with Customer Success to define scope, expectations, deliverables, and communication responsibilities for managed services engagements.
Partner with Product and Reporting teams to document system defects, workflow gaps, and enhancement opportunities using clear business requirements and examples.
Support audits and owner, EPC, or third-party review requests by coordinating records, action items, supporting documentation, and response timelines.
Recruit, onboard, coach, and develop team members, including training plans, ongoing feedback, and performance support.
Identify opportunities to improve efficiency through process improvement, templates, automation, reporting, and technology while maintaining appropriate controls and audit trails.
Contribute to the continued development of the Managed Services offering, including staffing models, capacity planning, service tiers, and growth strategy.

Leadership Expectations

Translate complex client and compliance requirements into practical, documented workflows.
Maintain ownership of results and ensure commitments, deadlines, dependencies, and unresolved risks remain visible.
Balance client urgency with accuracy, regulatory requirements, team capacity, and contractual scope.
Promote collaboration, documentation, continuous improvement, and respectful accountability.
Communicate effectively with executives, clients, subcontractors, auditors, and cross-functional partners.
Escalate material risks promptly and present clear options, owners, and target dates for resolution.

Required Qualifications

Five or more years of relevant experience in managed services, professional services, compliance operations, payroll operations, implementation, customer operations, or a related function, including experience leading people or complex workflows.
Demonstrated experience managing teams, workflows, deadlines, service quality, and cross-functional dependencies.
Strong project and operational management skills with the ability to manage multiple clients, priorities and deadlines.
Effective written and verbal communication skills, including the ability to explain complex issues clearly and professionally.
Sound judgment, attention to detail, problem-solving ability, and comfort operating in a high- accountability environment.
Experience developing repeatable processes, quality-control procedures, performance measures, and reporting cadences.
Proficiency with spreadsheets, workflow tools, reporting systems, and client-facing technology platforms.

Preferred Qualifications

Experience with prevailing wage, Davis-Bacon requirements, IRA compliance, registered apprenticeship, or certified payroll reporting.
Experience in construction, renewable energy, government contracting, payroll, workforce development, or labor compliance programs.
Familiarity with WH-347 reporting, LCPtracker, wage determinations, union wage and fringe structures, apprenticeship documentation, and audit support.
Experience helping scale a new or rapidly growing services organization.

Measures of Success

Managed Services engagements launch with clearly documented scope, ownership, requirements, and delivery timelines.
Client data and required documentation are processed accurately and within established service expectations.
Open risks, missing information, and compliance issues are visible, assigned, and addressed in a timely manner.
The team follows consistent, documented workflows and demonstrates measurable improvements in quality and efficiency.
Clients receive timely, accurate, and actionable status updates and reporting.
Team members understand expectations, receive appropriate training, and are supported in developing deeper subject-matter expertise.
Leadership has reliable visibility into capacity, delivery performance, client risk, and resource needs.