[Hiring] Manager, Managed Services Operations @Logicalis

Role Description

Leads 24x7x365 Managed Services delivery for designated operational scope, with accountability for people leadership, service performance, operational governance, risk management, customer outcomes, and continual improvement. Ensures consistent execution, clear handoffs, and shared standards across cross-functional teams, pods, and centralized capabilities.

Qualifications

• Bachelor’s degree in a related field preferred; equivalent combination of education and experience accepted.
• ITIL Foundation certification preferred.
• 7–10 years of related IT operations, managed services, service delivery, or infrastructure leadership experience.
• At least 5 years leading technical teams and accountability for customer portfolios, cross-functional or matrixed teams, and service performance in a 24x7 environment.
• Experience with ITSM and ticketing operations, SLA and KPI management, service governance, customer onboarding and transition, service-definition management, monitoring and automation platforms, and data-driven operational reporting.
• Proficiency with Microsoft Office and collaboration tools.
• Strong customer-service orientation and ability to translate operational data into clear leadership actions and customer-impact narratives.
• Excellent leadership, communication, interpersonal, and organizational skills.
• Disciplined follow-through and comfort using dashboards, reports, ITSM data, and documentation repositories to manage operations in a 24x7x365 environment.

Requirements

• Executes the Managed Services operating model for the assigned operational scope.
• Oversees service performance across technical and operational functions using customer- and pod-level KPIs.
• Ensures work assignment, routing, escalation, communication, and handoffs are consistently executed.
• Establishes and maintains operational processes, controls, and service standards.
• Leads operational reviews covering performance, service quality, risk, and continual improvement.
• Partners with peer Operations Managers and operational and technical leaders.
• Manages, coaches, and develops direct and matrixed leaders and technical staff.
• Owns workforce and capacity planning for the assigned scope.
• Serves as the operational escalation leader for complex or high-impact issues.
• Leads initiatives that improve service quality, operational effectiveness, technical health, scalability, and consistency.
• Manages assigned operating costs within budget parameters.
• Ensures compliance with customer, regulatory, security, audit, and governance requirements.
• Directly supervises Managed Services Operations staff and/or operational leaders.

Benefits

• Salary Range: $120,000 - $140,000/yr with bonus.