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Tier-1 brand, metro location, and broad generalist managed-services role increase candidate competition.
Managed-services and infrastructure skills are moderately transferable across industries but require domain experience.
Requires concrete domain and leadership experience but lacks explicit years, yielding moderate strictness.
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Accountable for managed service delivery ensuring IT infrastructure and systems of clients remain operational and SLA compliance.
Resolve escalated technical incidents and requests independently while providing operational support and continual service improvement.
Lead, coach, and develop engineering teams; drive service quality, handle client escalations, and implement automation and process enhancements.
Bachelor’s degree or equivalent in IT, Computing, or related field.
Solid experience coaching and mentoring engineering teams in IT services.
Demonstrated experience in continual service improvement, organizational change management, and domain expertise in Network, Cloud, Security, Data Center, or Collaboration.
Workplace: Hybrid; ITIL certification is desirable but not mandatory; Work Experience Required: Not explicitly mentioned in the JD.
Experienced in leading technical teams within IT services organizations with responsibility for client escalations and service delivery.
Proficient in implementing transformational objectives and continuous improvement initiatives including automation or process enhancements.
Able to operate in client-centric, multicultural environments with a focus on business outcomes and managing budgets.