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About the role
Key responsibilities & impact- Set and maintain operational strategy, standards, and performance benchmarks across all managed service lines and the NOC
- Monitor service metrics and ensure SLA compliance across all client accounts, enterprise and SMB
- Identify operational trends and drive initiatives for automation, efficiency, and service quality improvement
- Own data center operations and delivery platforms, ensuring reliability, capacity planning, and security compliance
- Serve as the senior escalation owner for complex or high-impact technical and operational issues
- Serve as the senior delivery owner for enterprise and SMB client relationships, satisfaction, and retention
- Manage delivery P&L for assigned accounts, proactively identifying risks, cost overruns, and growth opportunities
- Lead and participate in regular business reviews with clients to assess service health, alignment, and roadmap
- Partner with the implementation team to oversee onboarding of new clients and ensure smooth transition into steady-state operations
- Establish and maintain clear escalation paths, serving as the final escalation point for client-impacting issues
- Define and maintain technical strategy and operational standards for all service-aligned technical teams
- Partner with the Sr. Manager of Technical Services to translate technical capabilities into service-ready features
- Oversee engineering best practices, standards, and documentation discipline across all service lines
- Provide senior technical leadership on complex challenges and architecture decisions that affect service delivery
- Partner with Product/Service to evaluate and prioritize new service features and capabilities
- Integrate learnings from client feedback, incident data, and market trends into ongoing service improvements
- Champion a culture of data-driven decision-making, engineering excellence, and continuous improvement
- Lead, develop, and retain two Senior Managers (Technical Services and Network Operations) and their extended teams
- Set clear performance expectations, provide regular coaching, and conduct structured performance reviews
- Partner with P&C and VP to recruit top technical and operational talent as the organization scales
- Foster a culture of accountability, collaboration, client focus, and continuous improvement across all teams
- Support career development and succession planning across the managed services leadership team
Requirements
What you’ll need- 7+ years of experience in managed services, IT operations, or technology service delivery
- 3+ years in a senior leadership role managing managers and multi-functional teams
- Proven track record of managing enterprise client relationships and delivery P&L
- Strong operational background, SLA management, service metrics, escalation handling
- Experience spanning both NOC/operations and technical service delivery disciplines
Benefits
Comp & perks- Internal and external learning & development opportunities, including career advancement.
- Competitive compensation & benefits.
- Scheduled & flexible PTO programs.
- Fully remote work options.
- Family friendly programs
- Care packages
- Regular team building events.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
managed servicesIT operationstechnology service deliverySLA managementservice metricsescalation handlingcapacity planningdata center operationsautomationengineering best practices
Soft Skills
leadershipclient focuscollaborationcoachingperformance managementaccountabilitycontinuous improvementstrategic thinkingcommunicationproblem-solving