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.

Main Objectives

1. Protect and grow recurring revenue through high-quality managed services delivery.
2. Achieve strong renewal rates and long-term customer retention.
3. Ensure operational stability across support, DevOps, and infrastructure.
4. Maximize customer adoption and satisfaction, turning services into strategic partnerships.
5. Optimize cost and utilization to maintain healthy managed services margins.
6. 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