Manager, Managed Services Operations

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

📋 Description

• Lead the delivery of Managed Services around the clock, 365 days a year, for the specified operational scope.

• Provide leadership to the team, manage service performance, ensure operational governance, mitigate risks, focus on customer outcomes, and drive continual improvement.

• Implement the Managed Services operating model, which includes ownership, prioritization of workloads, risk management, coordination across functions, and communication with leadership.

• Monitor service performance using key performance indicators (KPIs) at both the customer and pod levels, along with service levels, quality metrics, and operational assessments.

• Establish and uphold operational processes, controls, and service standards.

• Conduct operational reviews and execute corrective measures as necessary.

• Coordinate shared resources and address cross-pod dependencies with fellow Operations Managers and technical leaders.

• Manage, mentor, and develop both direct and matrixed leaders as well as technical personnel.

• Take ownership of workforce and capacity planning, which encompasses staffing, scheduling, coverage, utilization, and costs.

• Handle operational escalations related to complex or high-impact issues and critical incidents.

• Collaborate with Service Delivery Managers, technical leaders, architects, vendors, and stakeholders regarding customer priorities, risks, commitments, and escalations.

• Drive improvements in processes, automation, orchestration, workflows, and problem management.

• Ensure that new and modified services are operationally ready and oversee onboarding and transitions.

• Manage the assigned operational costs within budget constraints and collaborate on corrective measures and investment decisions.

• Ensure adherence to customer, regulatory, security, audit, and governance standards.

• Directly supervise Managed Services Operations personnel and/or operational leaders as designated.

⛳️ Requirements

• A Bachelor’s degree in a related field is preferred; however, an equivalent combination of education and experience will be accepted.

• 7 to 10 years of relevant experience in IT operations, managed services, service delivery, or infrastructure leadership.

• At least 5 years of experience leading technical teams and being accountable for customer portfolios, as well as managing cross-functional or matrixed teams and service performance in a 24x7 environment.

• Familiarity with ITSM and ticketing operations, SLA and KPI management, service governance, customer onboarding and transitions, service-definition management, monitoring and automation platforms, and data-driven operational reporting.

• Proficiency in Microsoft Office and collaboration tools is required.

• ITIL Foundation certification is preferred.

• Strong customer service orientation with the capability to translate operational data into actionable insights and narratives that emphasize customer impact.

• Outstanding leadership, communication, interpersonal, and organizational abilities.

• Capacity to navigate ambiguity, prioritize conflicting demands, manage risks, and hold teams accountable.

• Disciplined approach to follow-through and comfort with using dashboards, reports, ITSM data, and documentation repositories in a 24x7x365 operational setting.

• Ability to meet the stated physical demands, including occasionally lifting items weighing up to 10 pounds.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday leave.

• Opportunities for professional development and advancement.

• Flexible work arrangements.