Manager, Managed Services Operations

Summary Leads 24x7x365 Managed Services delivery for designated operational 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, tick