Job Summary
The Operations Manager, Managed Services, serves as a developing subject matter expert responsible for overseeing service delivery across a defined region, country, or service function. This role ensures the organization consistently delivers high‑quality managed services that keep client IT environments stable, secure, and operational.
The Operations Manager is accountable for achieving contracted service outcomes, driving client satisfaction, and supporting the continuity and growth of business operations. This includes planning, coordinating, and optimizing the delivery lifecycle across the build, run, and support phases of managed services.
Key Responsibilities
Service Delivery Management
- Oversee end‑to‑end delivery of managed services to ensure client environments remain highly available and operational.
- Monitor service performance, SLAs, and KPIs, taking proactive measures to address deviations and risks.
- Drive continuous improvement in service delivery processes, tools, and operational efficiency.
Client Engagement & Satisfaction
- Act as an escalation point for operational issues impacting clients.
- Maintain strong client relationships, ensuring service expectations and business outcomes are consistently met.
- Participate in service reviews and governance meetings with key stakeholders.
Operational Leadership
- Manage day‑to‑day operations of the managed services team, ensuring adherence to operational standards and best practices.
- Coordinate activities across teams involved in planning, building, delivering, and supporting managed services.
- Support the development of operational strategies to optimize workload, resource utilization, and service quality.
Governance, Compliance & Reporting
- Ensure compliance with organizational policies, security standards, and client contractual obligations.
- Produce periodic reports on operational performance, incidents, service health, and improvement initiatives.
- Facilitate audits, risk assessments, and process reviews.
Incident, Problem & Change Management
- Oversee major incident response and ensure timely resolution and communication.
- Drive root cause analysis and long‑term corrective actions to prevent service disruption.
- Ensure effective coordination of changes within client environments to minimize risk and downtime.
Team Leadership & Development
- Provide guidance, mentoring, and performance management for operational teams.
- Foster a culture of accountability, collaboration, and continuous learning.
- Support onboarding and capability development to enhance subject matter expertise within the team.
Qualifications & Experience
Required
- 10-15 years of IT operations, managed services, or infrastructure support experience.
- Proven experience working with service delivery frameworks (e.g., ITIL).
- Strong understanding of infrastructure, cloud, or network technologies.
- Demonstrated ability to manage escalations, complex incidents, and client communications.
Preferred
- ITIL Foundation or higher certification.
- Experience in a global or regional delivery environment.
- Background in vendor or partner management.
Key Competencies
- Strong analytical and problem‑solving abilities.
- Excellent communication and stakeholder management skills.
- Ability to lead cross‑functional teams in high‑pressure operational environments.
- Proactive, structured, and organized work approach.
- Customer‑centric mindset with strong attention to service quality.
EA License # 14C6941
