Managed Services Operations Lead

Job Description

Take ownership of the comprehensive operational and financial management of our cloud Managed Services portfolio. Focus on implementing and governing every aspect of its lifecycle. Enhance client service delivery, optimize profit margins, and ensure consistent service delivery across all engagements. Formalize procedures for effective delivery, measurement, and continuous improvement of services on a large scale. Develop and expand a specialized internal Center of Competency that enhances our organization's expertise and capabilities in cloud services.

Qualifications

1. Extensive experience in operational roles within cloud-managed services, preferably in a professional services context. 2. Thorough understanding of ITSM frameworks, particularly in complex, client-oriented service delivery environments. 3. Proven track record of handling operational financial models, including forecasting, service planning, cost optimization, and margin analysis. 4. Strong project management skills, including risk management, change management, scope control, escalation procedures, and stakeholder communication across multiple projects. 5. Practical knowledge of automation frameworks and AI-based tools applied to enhance service operations. 6. Expertise with ITSM platforms like ServiceNow or Jira, project management tools such as MS Project or Asana, and knowledge management systems like Confluence or SharePoint. 7. Familiarity with CCaaS platforms and CX infrastructure operations, such as Genesys Cloud or similar contact center solutions.

Benefits

- Health insurance - Language courses - Relocation program - Certification programs - Mentorship and talent investment programs - Internal mobility and internship opportunities - Company social events