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
- 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
- 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)
- 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
- 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
- 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
- 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)
- 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
- 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
Requirements
Main Objectives
- Protect and grow recurring revenue through high-quality managed services delivery
- Achieve strong renewal rates and long-term customer retention
- Ensure operational stability across support, DevOps, and infrastructure
- Maximize customer adoption and satisfaction, turning services into strategic partnerships
- Optimize cost and utilization to maintain healthy managed services margins
- 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
