Managed Services Project Lead

Job Summary

Owning the managed services portfolio, the full-time Managed Services Project Lead will act as the project manager for enterprise accounts, overseeing client relationships, delivery processes, and team management while working remotely with some overlap to US and UK business hours.

Key responsibilities

• Act as the single owner and project manager across all accounts, managing client statuses and entitlements
• Oversee ticket intake, triage, prioritization, and resolution while defining SLAs and conducting root-cause analysis
• Onboard new clients to a consistent support model and lead service reviews and health checks

Required qualifications

• 5+ years of experience in managed services, technical program management, or professional services within B2B SaaS
• Proven track record of owning enterprise customer relationships and managing complex conversations
• Strong project and program management skills across multiple accounts
• Experience with ITSM and ticketing platforms, as well as familiarity with enterprise SaaS and ERP systems
• Direct experience in hiring, coaching, and managing support or delivery teams across time zones