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About the role
Key responsibilities & impact- Define and deploy the target governance model for Managed Services
- Support organizational management: priorities, governance bodies, account reviews, executive reporting and decision support
- Drive the business performance of managed services
- Implement standard dashboards: SLA, NPS, service quality, contract health, risks and trends
- Build a Balanced Scorecard (Finance, Delivery, HR, Transformation) and facilitate monthly reviews
- Coordinate cross-functional teams: HR, Sales, Finance, GTM, Delivery, Management
- Define and deploy RACIs, transition processes and operational standards between teams
- Clarify stakeholder roles: SDM, Service Lead, Delivery, Sales, Contract Management, Governance & Excellence
- Structure the client portfolio by type, risk level, maturity and potential
- Review contract governance, escalations, crises and action plans
- Orchestrate the integration of new and transformed contracts: transition, preparation, knowledge transfer and cutover
- Translate contractual commitments into an operational model and actionable SLAs
- Manage selected strategic projects for Managed Services (e.g. escalation matrix)
- Act as the primary point of contact for Delivery Assurance, quality and compliance (ISO)
- Ensure continuous improvement and process efficiency
- Define and manage the internal communication plan for Managed Services
Requirements
What you’ll need- Proven experience in governance, transformation, operational excellence or performance management
- Strong knowledge of Managed Services / Delivery / contracts / service quality environments
- Ability to structure, standardize and manage in a complex environment
- Excellent cross-functional coordination, communication and influencing skills
- Strong result orientation, quality focus and continuous improvement mindset
Benefits
Comp & perks- Hybrid Working
- Equal Opportunity Employer
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
governance modelBalanced ScorecardSLANPSservice qualitycontract healthoperational standardsescalation matrixperformance managementcontinuous improvement
Soft Skills
cross-functional coordinationcommunication skillsinfluencing skillsresult orientationquality focusmindset for continuous improvement
Certifications
ISO compliance