Summary

Leads 24x7x365 Managed Services delivery fordesignatedoperational scope, with accountability for people leadership, service performance, operational governance, risk management, customer outcomes, and continual improvement. Ensures consistent execution, clear handoffs, and shared standards across cross-functional teams, pods, and centralized capabilities.

Essential Duties and Responsibilities

Operational Leadership

• Executes the Managed Services operating model for the assigned operational scope, ensuring clear ownership, workload prioritization, risk management, cross-functional coordination, and leadership communication.
  

• Oversees service performance across technical and operational functions using customer- and pod-level KPIs, service levels, quality measures, and operational reviews; translate findings into corrective actions, accountable owners, and measurable outcomes.
  

• Ensures work assignment, routing, escalation, communication, and handoffs are consistently executed in accordance with organizational standards and customer commitments.

Service Governance & Operating Model

• Establishes and maintain operational processes, controls, and service standards that support consistent, compliant, and effective managed service delivery.
  

• Leads operational reviews covering performance, service quality, risk, and continual improvement; implement corrective actions and monitor results.
  

• Partners with peer Operations Managers and operational and technical leaders to coordinate shared resources, resolve cross-pod dependencies, and improve organization-wide delivery effectiveness.

Team Leadership & Development

• Manages, coaches, and develops direct and matrixed leaders and technical staff, including hiring, onboarding, performance management, goal setting, succession planning, and employee lifecycle responsibilities.
  

• Owns workforce and capacity planning for the assigned scope, aligning skills, staffing, scheduling, coverage, utilization, and cost with customer demand, ticket volume, project activity, planned changes, growth, and service commitments.
  

• Advancez team capabilities through targeted training and professional development aligned with business, customer, and technology needs.

Client Service Excellence

• Serves as the operational escalation leader for complex or high-impact issues, including critical incidents; coordinate response, stakeholder communication, recovery, and corrective actions.
  

• Partners with Service Delivery Managers, technical leaders, architects, vendors, and other stakeholders on customer priorities, performance, risks, commitments, improvement plans, and escalations while retaining accountability for operational execution.

Process Improvement & Technical Health

• Leads initiatives that improve service quality, operational effectiveness, technical health, scalability, and consistency, including process, automation, orchestration, workflow, and problem-management improvements.
  

• Uses customer impact and operational data to prioritize improvement initiatives, assign owners, remove barriers, and monitor outcomes through completion.
  

• Ensures new and changed services are operationally ready by validating ownership, monitoring and tooling, documentation, staffing and training, escalation paths, and acceptance criteria; coordinate onboarding and transitions with Service Delivery, Architecture, Engineering, and project teams.

Strategic Planning, Risk & Business Alignment

• Manages assigned operating costs within budget parameters, identify demand, utilization, or scope conditions affecting delivery cost or margin, and partner with senior leadership, Service Delivery, and Finance on corrective actions and investment decisions.
  

• Ensures compliance with customer, regulatory, security, audit, and governance requirements, including audit readiness and remediation.

Supervisory Responsibilities

Directly supervises Managed Services Operations staff and/or operational leaders as assigned and carries out responsibilities in accordance with organization policies and applicable laws.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience//Technical Requirements/Certifications

Equivalent Combination accepted.

Education / Certifications

• Bachelors degree in a related field preferred; equivalent combination of education and experience accepted.
  

• ITIL Foundation certification preferred.

Experience / Technical Requirements

• 7 610 years of related IT operations, managed services, service delivery, or infrastructure leadership experience, including at least 5 years leading technical teams and accountability for customer portfolios, cross-functional or matrixed teams, and service performance in a 24x7 environment.
  

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

• Proficiency with Microsoft Office and collaboration tools.

Other Skills and Abilities

• Strong customer-service orientation and ability to translate operational data into clear leadership actions and customer-impact narratives.
  

• Excellent leadership, communication, interpersonal, and organizational skills, with demonstrated ability to lead through ambiguity, prioritize competing demands, manage risk, and hold teams accountable.
  

• Disciplined follow-through and comfort using dashboards, reports, ITSM data, and documentation repositories to manage operations in a 24x7x365 environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee isconstantly required to sit,talk, see, hear,and use handsand arms. The employee is frequently required to stand; move about,climb stepsor balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Salary Range: $120,000 - $140,000/yr with bonus