Managed Services Manager (MSM)

Oversee service delivery, customer engagement, operational governance, escalation management, and continuous service improvement activities within a managed services environment.

Experience managing customer relationships, escalations, and service governance.

Ability to coordinate cross-functional technical teams and drive operational excellence.

Proven track record of managing enterprise customers and service delivery outcomes.

Comfortable engaging senior customer stakeholders and internal leadership teams.

Strong understanding of incident, problem, change, and escalation management processes.

Proven experience in managed services and service delivery environments.

Strong leadership and stakeholder management skills.

Sound knowledge of ITIL processes and service management best practices.

Strong communication, analytical, and problem-solving capabilities.

Relevant certifications such as ITIL, PMP, or PRINCE2 would be advantageous.

8+ years of relevant IT and managed services experience.

Experience in roles such as Managed Services Manager, Service Delivery Manager, Operations Manager, Delivery Lead, or similar.