Job Description
The Senior Manager, Managed Services is responsible for leading multiple teams, service areas, or regional delivery operations. This role oversees customer relationships, service quality, escalations, operational performance, resource planning, and continuous improvement across a broader Managed Services scope.
- Ensures Managed Services commitments are delivered across multiple teams, customers, or regions.
- Improves service performance by managing SLA/KPI results, escalations, recurring issues, and operational risks.
- Coordinates resource capability, workload, staffing plans, and cross-functional delivery priorities.
- Drives improvements in service quality, customer satisfaction, utilization, and operational efficiency.
- Uses AI-enabled analytics to identify patterns across incidents, customer escalations, team performance, and service delivery risks.
Leadership/Accountability
- Manages multiple teams, team leads, service owners, or managers depending on organizational structure.
- Accountable for customer delivery quality, team performance, operational governance, and service reporting.
- Responsible for performance management, talent development, succession planning, hiring input, and capability building.
- Owns improvement actions for underperformance, customer dissatisfaction, SLA misses, and delivery gaps.
- Accountable for ensuring AI-assisted analysis is accurate, governed, and used responsibly in operational decisions.
Communication/Leadership
- Communicates service performance, risks, priorities, and actions to customers, leadership, SDMs, account teams, and technical teams.
- Provides clear leadership across teams and removes blockers that impact delivery.
- Manages escalations with urgency, structure, and commercial awareness.
- Builds alignment across regions, customers, and internal stakeholders.
- Uses AI to improve service review content, management dashboards, escalation summaries, and leadership communication.
Experience
- Typically 10+ years of relevant experience in IT services, Managed Services, customer operations, or service delivery.
- Typically 5+ years of people management experience, including leadership of multiple teams, service areas, or complex delivery functions.
- Proven ability to manage service delivery across customers, regions, time zones, and technical domains.
- Strong understanding of operational governance, service metrics, resource planning, customer success, and financial performance.
- Uses approved AI tools to support cross-team analytics, service trend analysis, capacity planning, escalation review, and executive reporting.
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
