.We are seeking a Managed Services Delivery Lead to join our growing team of experts.
In this role, you will be responsible for managing client relationships, overseeing the delivery of managed services, and driving operational excellence across accounts.
This role ensures SLAs, response times, and resolution times are consistently met while fostering a high-performing team culture.You will serve as the primary client interface for ongoing managed services engagements, proactively aligning delivery to client expectations, and driving continuous improvement.
Your role will involve harmonizing service processes, defining and maintaining documentation standards, automating internal workflows, and ensuring operational efficiency through tools like Jira Service Management.This is a hands-on, leadership-oriented role that combines client-facing responsibilities with operational management, ensuring successful service delivery and high levels of client satisfaction.Key Responsibilities:Client Management & Delivery OversightAct as the primary point of contact for clients, ensuring clear communication and alignment on objectives.Oversee the successful delivery of managed services, ensuring SLAs, response times, and resolution times are consistently met or exceeded.Prepare and lead monthly reports and Quarterly Business Review (QBR) meetings to discuss service performance, improvements, and client feedback.Monitor and manage external ticketing systems (integrated with internal tools) to ensure seamless workflows and client satisfaction.Foster strong client relationships by understanding their unique challenges and identifying opportunities for value-added services.Operational ExcellenceDesign and implement a comprehensive documentation strategy, including templates, playbooks, and health checks.Define and enforce priority escalation processes (e.G., P0 incident processes).Establish and harmonize the general service catalog, ensuring clarity and consistency across accounts.Automate processes in Jira Service Management to streamline workflows, reduce manual effort, and enhance efficiency.Optimize monitoring and alerts management across client environments.Team Culture & Performance ManagementBuild a culture of accountability, collaboration, and excellence within the managed services team.Support team onboarding, motivation, and professional growth.Provide coaching and mentorship to team members, ensuring alignment with service goals and best practices.Collaborate with internal teams (staffing, finance, operations) to ensure effective capacity planning and resource utilization.Metrics, Reporting, & Process ImprovementDefine and maintain metrics for operational performance (e.G., SLA adherence, response times, resolution rates).Track and report on key KPIs, ensuring continuous alignment with client expectations and internal goals.Identify and implement process improvements to enhance service delivery and team productivity