Manager, Managed Services Operations

Full-time

Logicalis, Inc.

Summary
Leads 24x7x365 Managed Services delivery for designated operational scope, with accountability for people leadership, service performance, operational governance, risk management, customer outcomes, and continual improvement. Ensures consistent execution, clear handoffs, and shared standards across cross-functional teams, pods, and centralized capabilities.
Essential Duties and Responsibilities
Operational Leadership
Executes the Managed Services operating model for the assigned operational scope, ensuring clear ownership, workload prioritization, risk management, cross-functional coordination, and leadership communication.

Oversees service performance across technical and operational functions using customer- and pod-level KPIs, service levels, quality measures, and operational reviews; translate findings into corrective actions, accountable owners, and measurable outcomes.

Ensures work assignment, routing, escalation, communication, and handoffs are consistently executed in accordance with organizational standards and customer commitments.
Service Governance & Operating Model
Establishes and maintain operational processes, controls, and service standards that support consistent, compliant, and effective managed service delivery.

Leads operational reviews covering performance, service quality, risk, and continual improvement; implement corrective actions and monitor results.

Partners with peer Operations Managers and operational and technical leaders to coordinate shared resources, resolve cross-pod dependencies, and improve organization-wide delivery effectiveness.
Team Leadership & Development
Manages, coaches, and develops direct and matrixed leaders and technical staff, including hiring, onboarding, performance management, goal setting, succession planning, and employee lifecycle responsibilities.

Owns workforce and capacity planning for the assigned scope, aligning skills, staffing, scheduling, coverage, utilization, and cost with customer demand, ticket volume, project activity, planned changes, growth, and service commitments.

Advancez team capabilities through targeted training and professional development aligned with business, customer, and technology needs.
Client Service Excellence
Serves as the operational escalation leader for complex or high-impact issues, including critical incidents; coordinate response, stakeholder communication, recovery, and corrective actions.

Partners with Service Delivery Managers, technical leaders, architects, vendors, and other stakeholders on customer priorities, performance, risks, commitments, improvement plans, and escalations while retaining accountability for operational execution.
Process Improvement & Technical Health
Leads initiatives that improve service quality, operational effectiveness, technical health, scalability, and consistency, including process, automation, orchestration, workflow, and problem-management improvements.

Uses customer impact and operational data to prioritize improvement initiatives, assign owners, remove barriers, and monitor outcomes through completion.

Ensures new and changed services are operationally ready by validating ownership, monitoring and tooling, documentation, staffing and training, escalation paths, and acceptance criteria; coordinate onboarding and transitions with Service Delivery, Architecture, Engineering, and project teams.
Strategic Planning, Risk & Business Alignment
Manages assigned operating costs within budget parameters, identify demand, utilization, or scope conditions affecting delivery cost or margin, and partner with senior leadership, Service Delivery, and Finance on corrective actions and investment decisions.

Ensures compliance with customer, regulatory, security, audit, and governance requirements, including audit readiness and remediation.
Supervisory Responsibilities
Directly supervises Managed Services Operations staff and/or operational leaders as assigned and carries out responsibilities in accordance with organization policies and applicable laws.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience//Technical Requirements / Certifications
Equivalent Combination accepted.
Education / Certifications
Bachelor's degree in a related field preferred; equivalent combination of education and experience accepted.

ITIL Foundation certification preferred.
Experience / Technical Requirements
7-10 years of related IT operations, managed services, service delivery, or infrastructure leadership experience, including at least 5 years leading technical teams and accountability for customer portfolios, cross-functional or matrixed teams, and service performance in a 24x7 environment.

Experience with ITSM and ticketing operations, SLA and KPI management, service governance, customer onboarding and transition, service-definition management, monitoring and automation platforms, and data-driven operational reporting.

Proficiency with Microsoft Office and collaboration tools.
Other Skills and Abilities
Strong customer-service orientation and ability to translate operational data into clear leadership actions and customer-impact narratives.

Excellent leadership, communication, interpersonal, and organizational skills, with demonstrated ability to lead through ambiguity, prioritize competing demands, manage risk, and hold teams accountable.

Disciplined follow-through and comfort using dashboards, reports, ITSM data, and documentation repositories to manage operations in a 24x7x365 environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Range: $120,000 - $140,000/yr with bonus
LogicalisUS Benefits Summary

Apply

Vacancy posted 4 days ago

Similar jobs that could be interesting for youBased on the Manager, Managed Services Operations in Shelton, CT vacancy

Customer Service Manager
$50k - $60k
...annually Provide superior customer service in every situation. Go above and beyond... ...develop associates Partner with sales and operations team members to ensure that our vision... ...a fast paced service environment. Manage time to ensure completion of daily sales...
Operations
Night shift
Raymour & Flanigan
Orange, CT
2 days ago
Customer Service Manager
...Customer Service ManagerJoin BIC World, a community of brands dedicated to creating ingeniously... ...our mission. The Customer Service/Care Manager is a critical leader within BIC's US... ...customer experience while ensuring operational excellence across approximately $900M in...
Operations
Work at office
Flexible hours
Brookhaven Instruments Corporation
Shelton, CT
3 days ago
Service Manager
Are you experienced in providing legendary guest experiences? Join our team as a Service Manager at Texas Roadhouse, where you will oversee daily operations, manage staff, and ensure compliance with safety and service standards. Enjoy a fun culture w Texas Roadhouse
Operations
Texas Roadhouse
Shelton, CT
2 days ago
Facilities Supervisor
...manufacturing industry, overseeing workplace operations across two office locations in Enfield,... ...on, requiring a strong focus on vendor management, facilities coordination, and project... ...for maintenance, repairs, janitorial services, and other facility-related work....
Operations
Hourly pay
For contractors
Work at office
Visa sponsorship
CBRE
Shelton, CT
1 day ago
Legal Operations Manager - Shelton, CT (Hybrid)
Job OverviewWe are seeking an experienced Legal Operations Manager who will leverage their subject matter expertise and knowledge of industry... ...Hubbell Unified Business Solutions Hubbell Unified Business Services (HUBS) provides corporate shared services to support all...
Operations
Contract work
Hubbell
Shelton, CT
a month ago
Kitchen Manager
...happens to serve steaks. Legendary Food and Legendary Service is who we are. We're about loving what you're doing... ...Roadie?Texas Roadhouse is looking for a legendary Kitchen Manager to oversee all Back of House operations and be responsible for purchasing, receiving,...
Operations
Hourly pay
Temporary work
Flexible hours
Texas Roadhouse
Shelton, CT
3 days ago
Senior Accounting Manager
$125k - $160k
...Senior Accounting Manager – Revenue Hybrid | Shelton, CT We recently partnered with a private equity... ...take ownership of global revenue accounting operations Organization continues to expand through acquisitions and new service lines $125K–$160K base, unlimited PTO, and...
Operations
CFS
Shelton, CT
5 days ago
Food Service Leader
...leadership role, and enjoy working in a food operation this job is for you! Responsibilities involve assisting with the management of the location's food business, providing... ...food and beverage items. Oversee the food service area's cleanliness, sanitation (maintaining...
Operations
Full time
Part time
Live in
Night shift
Weekend work
Cumberland Farms
Shelton, CT
4 days ago
Maintenance Manager
...empowered to be their best.The Maintenance Manager will manage a team of maintenance... ...engineering, installation, manufacturing, and service of power cable, spacer cable systems,... ...Responsibilities:Oversee the day-to-day operations of the maintenance department.Evaluates...
Operations
Work at office
Worldwide
Marmon
Seymour, CT
5 days ago
Full-Time Assistant Center Manager
...Assistant Center Manager The Assistant Center Manager helps the Center Manager run the day-to-day operations of this retail location. He or she may be required to open and close... ...’s team delivers world-class customer service to all customers, monitor cost control and...
Operations
Full time
Work at office
The UPS Store Shelton #4778
Shelton, CT
1 day ago
Accounting Manager
...The Accounting Manager reports to the Director of Finance and Business Services and helps keep the financial and business operations running smoothly and efficiently. This role oversees day-to-day functions like accounting, reconciliations, financial reporting, ERP systems...
Operations
Temporary work
Local area
Partnership Employment
Shelton, CT
11 hours ago
Field Construction Manager
Field Construction Manager - Power - Orange, CT - Contract - ID#6487 The Opportunity Are... ...a leading Project Management Advisory & Services firm , recognized across North America for... ...successful delivery and efficient operation of their capital projects. Our Vision Support...
Operations
Contract work
For contractors
Local area
Flexible hours
PTAG
Orange, CT
1 day ago
Restaurant General Manager
...Restaurant General ManagerReports to: Area CoachThe Restaurant General Manager (RGM) is responsible for overseeing all aspects of restaurant operations, including staff management, customer service, and financial performance, ensuring the smooth operations of the store...
Operations
Shift work
Afternoon shift
Burger King
Orange, CT
3 days ago
Restaurant Manager | Fast Casual
...Description Job Description Restaurant Manager – Orange, CT We are seeking an... ...motivated Restaurant Manager to lead daily operations at a busy, fast-casual barbecue restaurant... ..., and mentor staff to deliver excellent service and maintain company standards....
Operations
Casual work
Weekend work
Afternoon shift
Gecko New York
Orange, CT
a month ago
Restaurant Manager - Dunkin
$10k
...Restaurant Manager Position We are looking for a Restaurant Manager to help manage our... ...great and friendly guest experiences, operational excellence and for helping to build profitable... ...appropriately staffed to achieve guest service goals Maintain safe, secure, and...
Operations
All shifts
Early shift
Dunkin'
Seymour, CT
2 days ago
Restaurant Manager
...pizza to Yankee Stadium!In addition to managing at a Colony Grill restaurant, you will also... ...you will be responsible for the overall operations of a Colony Grill Restaurant; ensuring... ...hospitality managerial experience, or customer service management or similar role. Knowledge...
Operations
Flexible hours
Colony Grill
Shelton, CT
4 days ago
Account Executive
...decision‑makers - Work with C‑Suite, facility managers, and business owners Autonomy &... ...potential clients Sell solutions, not just services - Position Coverall as a value‑added... ...- Business owners, facility directors, operations managers Hit aggressive sales targets -...
Operations
Base plus commission
Coverall North America, Inc.
Orange, CT
6 days ago
Restaurant Manager - Dunkin
$10k
We are looking for a Restaurant Manager to help manage our Dunkin' Team! A Restaurant Manager... ...great and friendly guest experiences, operational excellence and for helping to build... ...appropriately staffed to achieve guest service goals Maintain safe, secure, and healthy...
Operations
All shifts
Early shift
Workstream
Seymour, CT
5 days ago
Restaurant Shift Leader
...Restaurant Shift Leader Reports to: Restaurant General Manager The Shift Leader oversees all Restaurant activities during their shift, ensuring smooth store operations, exceptional guest service, and adherence to company standards. They interact with guests, supervise...
Operations
Shift work
Afternoon shift
Burger King
Orange, CT
1 day ago
Security Account Manager
$80k - $85k
...Security Account Manager at GardaWorld Step into the dynamic role of Security Account... ...our dynamic team as a contract security services Account Manager in Orange, CT where you'... ...communications, instructional materials, and operating guidelines. Demonstrate expertise in...
Operations
Contract work
Work experience placement
Work at office
Local area
GardaWorld
Orange, CT
5 days ago
Restaurant General Manager
...Opening for a Highly Skilled, Dynamic Restaurant General Manager Are you looking for a fun and loving work environment where you... ...highly motivated Restaurant General Manager, you will lead daily operations, develop a strong team, and drive restaurant performance while...
Operations
Full time
Local area
Worldwide
Flexible hours
Shift work
Night shift
Popeyes
Derby, CT
3 days ago
Accounts Payable Lead
...team. This role will be responsible for managing high-volume invoice processing, vendor relationships... ...Lead and support daily Accounts Payable operations for multiple construction projects and... ..., or similar construction accounting software. #J-18808-Ljbffr Vaco Recruiter Services
Operations
Weekly pay
Contract work
For subcontractor
Vaco Recruiter Services
Shelton, CT
5 days ago
Sr Manager - Customer Service Technology
$155.6k - $194.5k
...Sr. Manager, Customer Service Technology CRM & CCaaS The base salary range for this position is dependent upon experience and location, ranging... ...of technology platforms that support customer service operations for a regulated electric and/or gas utility. This role serves...
Operations
Contract work
Local area
Iberdrola
Orange, CT
2 days ago
Assistant Restaurant Manager
...Assistant General Manager Reports to: Restaurant General Manager The Assistant General Manager (AGM) oversees all... ...restaurant activities during their shift, ensuring smooth store operations, exceptional guest service, and adherence to company standards. They support the...
Operations
Shift work
Afternoon shift
Burger King
Orange, CT
4 days ago
Service Excellence HVAC/R Lead Technician (Trenton, NJ) Sign-On Bonus $$
$25 - $45 per hour
...fast-growth, private equity-backed energy management outsourcing company that is committed to... ...individual to fill the role of a Service Excellence HVAC/R Lead Technician in Trenton... ...responsible for ensuring optimal, efficient operation of the fleet of Budderfly HVAC Units....
Operations
For contractors
Relocation package
Budderfly
Shelton, CT
10 days ago
Service Manager
Embrace the role of a Service Manager at Texas Roadhouse! Lead Front of House operations, drive guest satisfaction, and manage a dynamic team in a fun, fast-paced environment. If you have a passion for hospitality and proven leadership skills, this i
Operations
Texas Roadhouse
Waterbury, CT
2 days ago
Operations Manager
Clean Harbors in Seymour CT is seeking an Operations Manager responsible for overseeing and coordinating various operational activities to... ...the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico...
Operations
Full time
Clean Harbors
Seymour, CT
5 days ago
Accounts Payable Lead
...support the accounting team. This role will be responsible for managing high-volume invoice processing, vendor relationships,... ...environment. Responsibilities Lead and support daily Accounts Payable operations for multiple construction projects and entities. Review, code,...
Operations
Weekly pay
Contract work
For contractors
For subcontractor
Work at office
Local area
Vaco
Shelton, CT
1 day ago
Overhaul Maintenance Supervisor - Level 3 - Second Shift
$50 per hour
...THE WORK• As a supervisor, you will be at the forefront of our operations, responsible for training your team and driving improvements... ...compliance in all aspects of the business. You are capable of managing costs and hours effectively, developing metrics for continuous...
Operations
Hourly pay
Full time
Temporary work
Work experience placement
Casual work
Flexible hours
Shift work
Afternoon shift
Lockheed Martin
Shelton, CT
15 days ago
HVAC Service Manager
$110k - $135k
...HVAC Service Manager Opportunity Steve Basso Plumbing, Heating & A/C is looking for a full-time HVAC Service Manager in Stratford, CT to lead our HVAC and plumbing operations, mentor talented professionals, and drive results at our brand new shop. If you're an experienced...
Operations
Full time
Work at office
Monday to Friday
Steve Basso Plumbing Heating & A/C LLC
Stratford, CT
5 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Manager, Managed Services Operations. Be the first to apply!