Managed Services Operations Lead

We are seeking a seasoned Managed Services Operations Lead to own, implement, and govern the end-to-end operational and financial lifecycle of our cloud Managed Services portfolio. This is a high-impact leadership role sitting at the intersection of service delivery, financial governance, and intelligent automation, responsible for driving measurable improvements in client service quality, margin performance, and delivery consistency.

The successful candidate will act as the operational backbone of our Managed Services and Professional Service practices: standardizing how we deliver, measure, and continuously improve services at scale, while embedding AI-assisted tooling and automation to reduce manual overhead and surface actionable insights in real time. A key pillar of this role is establishing and growing an internal Center of Competency that elevates practice-wide capability, captures institutional knowledge, and sets the standard for how Managed Services is delivered across the organization. 

Key Responsibilities:

• Process Ownership & Operational Excellence: govern ITSM-aligned processes across the full service lifecycle; standardize delivery workflows, transition frameworks, and CI protocols; oversee end-to-end project management from initiation through closure; embed AI-assisted automation to shift operations from reactive to proactive.
• Financial & Lifecycle Management: govern estimation, sizing, and capacity models; manage the financial lifecycle of service subscriptions with a focus on cost optimization, margin performance, and commercial commitments.
• Governance & Strategic Alignment: maintain alignment across delivery constraints, SLA obligations, and performance measures; bridge Delivery and cross-functional teams to translate operational insight into scalable, productized service components.
• Resource Management & Planning: own allocation, utilization, and capacity planning across the portfolio; define competency profiles and enablement programs that close capability gaps and support structured team growth.
• Change Leadership: drive operational and organizational change across the team; develop adoption plans, communicate transitions clearly, and embed change sustainably, making continuous improvement a core operating value.