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 Responsibilities Managed Services Operations OwnershipOversee end-to-end delivery of all managed services engagements, including renewals and headcount-based outsourcing contractsEnsure 24/7 operational readiness (where applicable) across support, DevOps, and infrastructureAct as the escalation owner for critical incidents, service disruptions, and customer issues Revenue Protection & GrowthOwn renewal readiness and execution in coordination with Sales and Customer SuccessEnsure service performance directly supports contract renewals and upsell opportunitiesIdentify expansion opportunities within existing accounts (scope growth, service upgrades, additional capacity) Service Quality & SLA ManagementDefine, monitor, and continuously improve SLAs, OLAs, and KPIsEnsure compliance with contractual commitments (availability, response time, resolution time)Drive root-cause analysis and preventive actions for recurring issues Customer Success & Adoption LeadershipLead Customer Success and Adoption teams to maximize product and service utilizationEnsure onboarding, enablement, and ongoing adoption programs are executed effectivelyTranslate customer feedback into actionable improvement initiatives DevOps & Infrastructure ExcellenceGovern DevOps pipelines to ensure stability, scalability, and release reliabilityOversee cloud infrastructure performance, cost optimization, and securityEnsure alignment between development teams and managed services operations Operational Efficiency & Cost ControlOptimize staffing models for managed services and outsourcing engagementsBalance cost, utilization, and service quality to protect marginsDrive automation and AI-enabled operations (AIOps, self-healing, predictive monitoring) Cross-Functional CoordinationWork closely with COO, PMO, Sales, Finance, and Technology to align service delivery with business goalsSupport commercial teams with operational inputs for renewals and outsourcing dealsCoordinate smooth handover from project delivery to managed services Governance & Executive ReportingMaintain transparent reporting on service performance, risks, renewals, and financial healthProvide the COO and executive leadership with insights on operational trends and improvement opportunitiesEnsure compliance with internal policies, security standards, and regulatory requirementsRequirementsMain ObjectivesProtect and grow recurring revenue through high-quality managed services deliveryAchieve strong renewal rates and long-term customer retentionEnsure operational stability across support, DevOps, and infrastructureMaximize customer adoption and satisfaction, turning services into strategic partnershipsOptimize cost and utilization to maintain healthy managed services marginsEnable scalable growth through automation, standardization, and operational maturityKey KPIsRevenue & RetentionRenewal rate (%)Revenue retention rate (GRR / NRR)Upsell / expansion revenue from existing customersManaged services revenue growth (%)Service PerformanceSLA compliance rate (%)Mean Time to Respond (MTTR)Mean Time to Resolve (MTTR)Service availability / uptime (%)Customer ExperienceCustomer Satisfaction Score (CSAT)Net Promoter Score (NPS)Adoption rate / feature utilizationEscalation frequencyOperational EfficiencyCost per managed accountSupport ticket volume per customerAutomation rate (%)DevOps deployment success ratePeople & CapabilityTeam utilization rate (%)Attrition rate within managed services teamsTraining & certification completion rate