Managed Services Operations Lead

This is a fully remote position, open to applicants in Poland.

📋 Description

• Take ownership of, implement, and manage the complete operational and financial lifecycle of our cloud Managed Services portfolio.

• Foster measurable enhancements in client service quality, margin performance, and delivery consistency.

• Standardize our approach to service delivery, measurement, and continuous improvement at scale.

• Build and expand an internal Center of Competency that enhances practice-wide capabilities.

⛳️ Requirements

• Significant hands-on experience in operations of cloud-managed services within a professional services setting.

• Profound practical knowledge of ITSM frameworks in complex, client-facing delivery scenarios.

• Proven track record in managing operational financial models: forecasting, service planning, cost optimization, and margin analysis.

• Strong foundation in project management principles: risk, change, scope control, escalation, and stakeholder management across multiple engagements.

• Familiarity with automation frameworks and AI-assisted tools applied in service operations.

• Competence in ITSM platforms (e.g., ServiceNow, Jira), project management tools (e.g., MS Project, Asana), and knowledge management systems (e.g., Confluence, SharePoint).

• Understanding of CCaaS platforms and CX infrastructure operations (e.g., Genesys Cloud or similar enterprise contact-center solutions).

🏝️ Benefits

• Health insurance

• Language courses

• Relocation program

• Certification programs

• Mentorship and talent investment programs

• Internal mobility and internship opportunities

• Company social events