Managed Services Operations Manager
Job Summary
Leading the 24x7x365 Managed Services delivery, the full-time Managed Services Operations Manager will oversee operational governance, service performance, and team leadership while ensuring consistent execution and customer outcomes in a remote environment.
Key responsibilities
- Execute the Managed Services operating model, ensuring clear ownership, workload prioritization, and risk management
- Oversee service performance using KPIs and operational reviews, translating findings into corrective actions and measurable outcomes
- Manage and develop direct and matrixed leaders and technical staff, focusing on workforce planning and team capabilities
Required qualifications
- Bachelor's degree in a related field preferred; equivalent combination of education and experience accepted
- ITIL Foundation certification preferred
- 7-10 years of IT operations, managed services, or service delivery experience, including 5 years leading technical teams
- Experience with ITSM, SLA and KPI management, and service governance
- Proficiency with Microsoft Office and collaboration tools
Complete Job Description
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