Managed Services Operations Lead

Miratech

1d•Remote

About The Position

We are seeking a seasoned Managed Services Operations Lead to own, implement, and govern the end-to-end operational and financial lifecycle of our cloud Managed Services portfolio. This is a high-impact leadership role sitting at the intersection of service delivery, financial governance, and intelligent automation, responsible for driving measurable improvements in client service quality, margin performance, and delivery consistency. The successful candidate will act as the operational backbone of our Managed Services and Professional Service practices: standardizing how we deliver, measure, and continuously improve services at scale, while embedding AI-assisted tooling and automation to reduce manual overhead and surface actionable insights in real time. A key pillar of this role is establishing and growing an internal Center of Competency that elevates practice-wide capability, captures institutional knowledge, and sets the standard for how Managed Services is delivered across the organization.

Requirements

Extensive hands-on experience in cloud-managed services operations within a professional services environment.
Deep practical knowledge of ITSM frameworks in complex, client-facing delivery.
Demonstrated experience owning operational financial models: forecasting, service planning, cost optimization, and margin analysis.
Solid project management fundamentals: risk, change, scope control, escalation, and stakeholder management across concurrent engagements.
Working knowledge of automation frameworks and AI-assisted tooling applied to service operations.
Proficiency with ITSM platforms (e.g. ServiceNow, Jira), project management tools (e.g. MS Project, Asana), and knowledge management systems (e.g. Confluence, SharePoint).

Nice To Haves

Familiarity with CCaaS platforms and CX infrastructure operations (e.g. Genesys Cloud or comparable enterprise contact-centre solutions).

Responsibilities

Govern ITSM-aligned processes across the full service lifecycle; standardize delivery workflows, transition frameworks, and CI protocols; oversee end-to-end project management from initiation through closure; embed AI-assisted automation to shift operations from reactive to proactive.
Govern estimation, sizing, and capacity models; manage the financial lifecycle of service subscriptions with a focus on cost optimization, margin performance, and commercial commitments.
Maintain alignment across delivery constraints, SLA obligations, and performance measures; bridge Delivery and cross-functional teams to translate operational insight into scalable, productized service components.
Own allocation, utilization, and capacity planning across the portfolio; define competency profiles and enablement programs that close capability gaps and support structured team growth.
Drive operational and organizational change across the team; develop adoption plans, communicate transitions clearly, and embed change sustainably, making continuous improvement a core operating value.