Managed Services Operations Lead

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

📋 Description

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

• Standardize our approach to delivering, measuring, and continuously enhancing services at scale.

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

• Develop and expand an internal Center of Competency that enhances practice-wide capabilities and preserves institutional knowledge.

• Govern ITSM-aligned processes throughout the entire service lifecycle.

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

• Ensure alignment across delivery constraints, SLA commitments, and performance metrics.

• Lead operational and organizational transformation within the team.

⛳️ Requirements

• A minimum of 5 years of experience in positions such as Service Delivery Manager, Managed Services Lead, Technical Operations Manager, or Project/Program Manager in IT service environments.

• At least 3 years of practical experience in cloud-managed services operations within a professional services context.

• Extensive hands-on knowledge of ITSM frameworks in complex, client-facing delivery scenarios.

• Proven track record of 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 engagement across multiple concurrent projects.

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

• Proficient in ITSM platforms (e.g., ServiceNow, Jira), project management software (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 full advantage of the flexibility offered by remote work.

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

• Global impact: work on significant projects for top global clients and contribute to the future of various industries.

• Welcoming multicultural environment: become part of a dynamic global team and thrive in an inclusive, 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, ethical operating practices, environmental sustainability, and gender equality.