Managed Services Operations Lead

Experteer Overview

You’ll build a Center of Competency to elevate capability and set delivery standards across the organization. You work across delivery, finance, and cross-functional teams to scale and productize services.

• Govern ITSM-aligned processes across the service lifecycle and standardize workflows and transition frameworks
• Oversee end-to-end project management from initiation to closure with proactive automation
• Manage financial lifecycle of service subscriptions focusing on cost optimization and margin
• Ensure alignment between delivery constraints, SLAs, and performance metrics across teams
• Lead resource planning, allocation, and competency development to enable structured growth
• Drive organizational change and adoption plans to sustain continuous improvement

• Extensive hands-on experience in cloud-managed services operations within a professional services environment
• Deep knowledge of ITSM frameworks in complex client-facing delivery
• Experience owning operational financial models including forecasting, planning, cost optimization, and margin analysis
• Solid project management fundamentals with risk, scope, and stakeholder management
• Working knowledge of automation frameworks and AI-assisted tooling in service operations
• Proficiency with ITSM platforms (ServiceNow, Jira), project tools (MS Project, Asana), and knowledge management systems (Confluence, SharePoint)
• Familiarity with CCaaS platforms and CX infrastructure operations (Genesys Cloud) is advantageous

• remote work
• health insurance
• relocation program
• professional development opportunities
• mentorship and internal mobility
• language courses