Role PurposeThe 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 Responsibilities1. Managed Services Operations OwnershipOversee 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.2. Revenue Protection & GrowthOwn 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).3. Service Quality & SLA ManagementDefine, 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.4. Customer Success & Adoption LeadershipLead 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.5. DevOps & Infrastructure ExcellenceGovern 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.6. Operational Efficiency & Cost ControlOptimize 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).7. Cross-Functional CoordinationWork 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.8. Governance & Executive ReportingMaintain 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.