Principal, Managed Services Portfolio and Technical Delivery Leader

Overview Turnberry Solutions is seeking a Principal, Managed Services Portfolio and Technical Delivery Leader to help scale and operationalize our growing Managed Services portfolio across ITSM, Application Managed Services (AMS), Cloud & Infrastructure Operations, and emerging Data & AI support services. This is a senior leadership role operating at the intersection of delivery excellence, technical leadership, managed services growth, and client partnership. The leader will sit with client architects, CTOs, and technical leadership to absorb customer technical directives, shape multi-year modernization roadmaps within AMS engagements, and translate them into concrete operational and engineering plans. The ideal candidate stabilizes complex managed services engagements, navigates long-term technical direction, leads executive governance discussions, shapes new managed service opportunities with sales teams, and builds scalable delivery models that improve quality, efficiency, and profitability over time. This role blends operational accountability with hands-on technical credibility in cloud, modernization, and AI. The candidate should be the most trusted technical voice in client rooms and the most disciplined delivery leader internally. The Principal will oversee delivery leaders and service managers while partnering with sales, solutioning, and executive leadership to support new client pursuits and expansion opportunities. Preferred location is Minneapolis or Philadelphia, with hybrid flexibility and travel as needed to support clients and pursuits. Responsibilities Managed Services Delivery Leadership Oversee delivery quality, operational performance, and client satisfaction across managed services engagements Lead and mentor Service Delivery Managers, Support Leads, and operational leadership teams Drive service stabilization, operational maturity, and scalable governance models across accounts Serve as executive escalation point for critical delivery, operational, or client issues Ensure SLA/KPI adherence, operational transparency, and continuous improvement across engagements Establish scalable governance, reporting, knowledge management, and service review frameworks Drive operational rigor across Incident Management, Problem Management, Change Management, Service Delivery Governance, Capacity and Demand Management, and Continuous Service Improvement Technical Delivery and Modernization Leadership Serve as the senior technical voice across the managed services portfolio, credible with client architects, CTOs, platform engineering leaders, and security leadership Own the technical narrative within AMS engagements: absorb customer technical directives, evaluate impact across the supported application estate, and translate them into actionable delivery, modernization, and operational plans Shape and steer long-term technical roadmap conversations inside managed services engagements, moving accounts toward modernization, platform evolution, and value-generating engineering work Provide architectural guidance to AMS delivery teams on cloud architecture (AWS, Azure, GCP), application modernization patterns (replatform, refactor, rearchitect), and integration approaches Lead technical due diligence for new managed services pursuits and transitions; assess application landscapes, identify technical risk, and shape credible technical solutions and ramp plans Drive technical decision-making on production incidents and complex problem management cases where cross-architecture, cloud, and modernization expertise are required Partner with client engineering and platform teams to align managed services execution with their broader technology strategy Champion engineering excellence within AMS: code quality, observability, automation, secure-by-default delivery, and reliability engineering practices Managed Services Growth and Sales Enablement Partner with Turnberry sales leaders to support managed services pursuits and account expansion opportunities Help shape and position managed service offerings aligned to client operational, technical, and business outcomes Participate in solution development, proposal creation, transition planning, client presentations, and executive-level pursuit conversations Bring technical credibility into pursuits Speak fluently with prospects on cloud, modernization, and AI, and convert technical conviction into commercial confidence Support the evolution of recurring revenue opportunities across ITSM and Service Desk, AMS, Cloud and Infrastructure Operations, and Data and AI support services Act as a trusted advisor to clients evaluating vendor transitions, offshore delivery models, service stabilization initiatives, and operational/modernization transformation programs Global Delivery and Managed Services Transformation Lead and support offshore and hybrid delivery models Oversee transitions from incumbent vendors to Turnberry-managed service models Build scalable operational frameworks for net-new managed services, onshore-to-offshore transitions, follow-the-sun support, and dedicated delivery teams Drive operational readiness activities including knowledge transfer strategies, transition governance, service stabilization plans, SLA baselining, and resource ramp-up/ramp-down planning Ensure operational models balance quality, scalability, cost efficiency, customer experience, and employee engagement Offering Standardization and Practice Development Standardize Turnberry's managed services offerings, delivery playbooks, governance models, technical reference architectures, and operational accelerators Contribute to reusable frameworks for transition management, SLA reporting, governance cadence, KPI management, continuous improvement, modernization patterns, and automation/AI enablement Support talent development and hiring for managed services leadership, delivery, and technical roles Help define scalable operational and engineering best practices that reinforce delivery excellence and customer-first culture AI and Modernization Leadership Bring an AI-forward, modernization-forward mindset to managed service operations and delivery transformation Evaluate opportunities to improve service outcomes through automation, AI-assisted operations, knowledge management, predictive analytics, AIOps, and operational intelligence Drive adoption of AI-assisted software engineering practices within AMS delivery teams to accelerate code changes and modernization work, with guardrails on review and human-in-the-loop sign-off Identify modernization opportunities within steady-state AMS portfolios and shape them into client-funded modernization tracks Partner with internal and client stakeholders to apply practical AI capabilities that improve service quality, efficiency, cost optimization, and customer experience Stay current on emerging cloud, modernization, AI, and operational technology trends relevant to managed services Qualifications Consulting and Leadership Experience 10+ years of experience in consulting, managed services, or enterprise IT operations leadership Proven experience operating in a hybrid consulting and MSP leadership environment Demonstrated success leading large-scale operational delivery teams and client-facing managed services engagements Experience managing Service Delivery Managers, operational leads, or multi-layer delivery organizations Strong executive communication and stakeholder management capabilities, comfortable in CIO, CTO, and Head-of-Engineering conversations Technical Depth Hands-on technical leader at some prior point in career Personally architected, built, or led modernization of production systems and can still hold a deep technical conversation today Strong working knowledge of cloud platforms (AWS, Azure, or GCP) across architecture, operations, cost, security, and reliability Cloud certifications are a plus Experience leading application modernization initiatives: legacy-to-cloud migrations, monolith decomposition, replatforming, refactoring, API/integration modernization, and observability uplift Fluent with AI-assisted software engineering workflows and a clear point of view on where agentic coding accelerates AMS delivery with appropriate human oversight Working familiarity with AI/ML and GenAI patterns in an enterprise context (AIOps, RAG, intelligent automation, knowledge mining, predictive operations) Ability to absorb customer technical directives and produce credible real-time viewpoints Managed Services and Operational Expertise in at least two areas: ITSM/Service Desk Operations; AMS; Cloud and Infrastructure Operations; Data and AI operational support services Hands-on experience with: transitioning services from incumbent vendors; establishing offshore or hybrid delivery models; migrating services onshore to offshore; launching net-new managed service operations; SLA-driven delivery; follow-the-sun or 24x7 support Delivery and Transformation Capabilities Strong experience with operational governance models, KPI/SLA management, transition planning and knowledge transfer, service stabilization, and continuous improvement Resource planning and capacity management; ITIL/ITSM frameworks; escalation management and risk mitigation Preferred exposure to ServiceNow; cloud platforms (AWS, Azure, GCP); observability/monitoring tools (Datadog, Splunk, New Relic, Dynatrace); automation and AIOps tooling; infrastructure-as-code (Terraform) and CI/CD pipelines Leadership Profile Growth-stage leadership mindset Strong operational and technical accountability, owning both SLA and architecture decisions Entrepreneurial thinking and bias toward action Ability to lead through ambiguity and scale Client-first mentality with technical credibility Collaborative leadership style Executive presence with operational and engineering depth Passion for building high-performing teams, scalable services, and modern engineering culture What Success Looks Like First 12-18 Months: Stabilize and scale delivery operations across existing managed services engagements, including large AMS accounts Become the trusted technical counterpart to client architects and CTOs, owning customer directives and steering long-term technical roadmap conversations within AMS engagements Strengthen governance, SLA performance, and client satisfaction Identify and launch modernization or cloud uplift tracks funded as expansions Support Turnberry sales teams in landing and expanding clients with credible technical solutioning Standardize offerings, transition models, architectures, and delivery frameworks Introduce automation and AI-forward improvements that improve service outcomes Improve operational consistency, scalability, and delivery maturity Why This Role Matters Managed Services is a strategic growth area for Turnberry Solutions. We seek a senior leader who can run operations with discipline, own the technical conversation with clients, navigate architectural directives, shape long-term technical direction, and surface modernization opportunities that keep partnerships moving forward. This role shapes the future of our managed services business, combining operational credibility, cloud/modernization depth, AI fluency, growth orientation, and transformation leadership. The salary range is $170,000 to $190,000 or the hourly equivalent. Pay is based on factors including education, experience, and certifications. Turnberry Solutions offers benefits including medical/dental/vision coverage, disability and life insurance, health spending accounts, a 401(k) with match, flexible time off, parental leave, and flexible work arrangements. Benefits are subject to eligibility. Americans With Disabilities Act (ADA): Turnberry will provide reasonable accommodation with our application process upon request to comply with applicable laws. If you require accommodation during this process, please contact our Human Resources department at View email address on click.appcast.io. #J-18808-Ljbffr