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Managed Services Sr. Manager

Role Purpose

The Managed Services Senior Manager is responsible for owning and scaling the recurring revenue engine by ensuring stable, high-quality, and continuously improving day-to-day operations for all managed services customers.

This role safeguards renewals, long-term outsourcing contracts, and operational SLAs by delivering reliable service, driving customer adoption, and enabling operational efficiency. It ensures that managed services operate as a profitable, predictable, and scalable business line , not just a support function.

Key Responsibilities

Managed Services Operations Ownership
Oversee end-to-end delivery of all managed services engagements, including renewals and headcount-based outsourcing contracts
Ensure 24/7 operational readiness (where applicable) across support, DevOps, and infrastructure
Act as the escalation owner for critical incidents, service disruptions, and customer issues
Revenue Protection & Growth
Own renewal readiness and execution in coordination with Sales and Customer Success
Ensure service performance directly supports contract renewals and upsell opportunities
Identify expansion opportunities within existing accounts (scope growth, service upgrades, additional capacity)
Service Quality & SLA Management
Define, monitor, and continuously improve SLAs, OLAs, and KPIs
Ensure compliance with contractual commitments (availability, response time, resolution time)
Drive root-cause analysis and preventive actions for recurring issues
Customer Success & Adoption Leadership
Lead Customer Success and Adoption teams to maximize product and service utilization
Ensure onboarding, enablement, and ongoing adoption programs are executed effectively
Translate customer feedback into actionable improvement initiatives
DevOps & Infrastructure Excellence
Govern DevOps pipelines to ensure stability, scalability, and release reliability
Oversee cloud infrastructure performance, cost optimization, and security
Ensure alignment between development teams and managed services operations
Operational Efficiency & Cost Control
Optimize staffing models for managed services and outsourcing engagements
Balance cost, utilization, and service quality to protect margins
Drive automation and AI-enabled operations (AIOps, self-healing, predictive monitoring)
Cross-Functional Coordination
Work closely with COO, PMO, Sales, Finance, and Technology to align service delivery with business goals
Support commercial teams with operational inputs for renewals and outsourcing deals
Coordinate smooth handover from project delivery to managed services
Governance & Executive Reporting
Maintain transparent reporting on service performance, risks, renewals, and financial health
Provide the COO and executive leadership with insights on operational trends and improvement opportunities
Ensure compliance with internal policies, security standards, and regulatory requirements

Requirements

Main Objectives

Protect and grow recurring revenue through high-quality managed services delivery
Achieve strong renewal rates and long-term customer retention
Ensure operational stability across support, DevOps, and infrastructure
Maximize customer adoption and satisfaction, turning services into strategic partnerships
Optimize cost and utilization to maintain healthy managed services margins
Enable scalable growth through automation, standardization, and operational maturity

Key KPIs

Revenue & Retention