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

1. 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.

2. 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).

3. 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.

4. 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.

5. 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.

6. 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).

7. 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.

8. 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

• Renewal rate (%)
• Revenue retention rate (GRR / NRR)
• Upsell / expansion revenue from existing customers
• Managed services revenue growth (%)

Service Performance

• SLA compliance rate (%)
• Mean Time to Respond (MTTR)
• Mean Time to Resolve (MTTR)
• Service availability / uptime (%)

Customer Experience

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Adoption rate / feature utilization
• Escalation frequency

Operational Efficiency

• Cost per managed account
• Support ticket volume per customer
• Automation rate (%)
• DevOps deployment success rate

People & Capability

• Team utilization rate (%)
• Attrition rate within managed services teams
• Training & certification completion rate