About the Role
The role involves leading a large-scale managed services division, ensuring operational efficiency, client retention, and growth through strategic oversight and service innovation.
Responsibilities
- Lead the end-to-end delivery of managed services for a portfolio of clients
- Develop and execute service strategies that align with client business goals
- Oversee service level agreements and ensure compliance with performance standards
- Manage cross-functional teams responsible for technical and operational support
- Drive continuous improvement initiatives across service delivery processes
- Collaborate with sales and delivery teams to expand service offerings
- Monitor financial performance of managed service contracts
- Ensure scalability and reliability of service operations
- Serve as primary escalation point for critical client issues
- Maintain strong client relationships through regular executive engagement
- Lead contract renewals and service expansion negotiations
- Develop operational dashboards and reporting for leadership review
- Implement best practices in incident, problem, and change management
- Oversee vendor and partner performance within service delivery
- Ensure adherence to security, compliance, and audit requirements
- Guide resource planning and capacity management
- Promote a culture of accountability and service excellence
- Lead organizational change initiatives within the managed services unit
- Support the integration of new technologies into existing service frameworks
- Mentor senior management team members and develop leadership bench strength
- Align service delivery with evolving customer expectations
- Manage risk mitigation strategies across service operations
- Ensure consistent application of service management frameworks
- Drive customer satisfaction and net promoter score improvements
- Oversee onboarding and offboarding processes for client engagements
Compensation
Competitive salary and performance-based incentives
Work Arrangement
Hybrid work model with office and remote flexibility
Team
Part of the global services leadership team reporting to the Chief Operating Officer
Leadership Expectations
- Expected to set the strategic direction for managed services
- Must foster collaboration across technical, operational, and client-facing teams
- Responsible for developing future leaders within the organization
- Accountable for maintaining a high-performance culture
Travel Requirements
- Up to 25% travel may be required
- Travel includes client sites and regional offices
- International travel possible based on business needs
Not available for this position
