Managed Services Operations Lead

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

📋 Description

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

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

• Serve as the operational backbone of our Managed Services and Professional Services practices by standardizing our delivery methods, measurement processes, and continuous improvement strategies at scale.

• Integrate AI-assisted tools and automation to minimize manual tasks and provide real-time actionable insights.

• Establish and develop an internal Center of Competency to elevate organizational capabilities and retain institutional knowledge.

• Govern ITSM-aligned processes throughout the entire service lifecycle while standardizing delivery workflows.

• Supervise end-to-end project management from initiation to closure; implement AI-assisted automation to transition operations from reactive to proactive.

• Manage the financial lifecycle of service subscriptions with an emphasis on cost optimization and margin performance.

⛳️ Requirements

• Extensive practical experience in cloud-managed services operations within a professional services setting.

• In-depth understanding of ITSM frameworks in complex, client-facing environments.

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

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

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

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

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

🏝️ Benefits

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: take advantage of the flexibility that comes with remote work.

• Growth mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global impact: collaborate on significant projects for top global clients and influence the future of industries.

• Welcoming multicultural environment: be part of a dynamic global team and thrive in an inclusive and supportive work atmosphere with open communication and regular team-building social events.

• Social sustainability values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.