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Tier-1 brand, remote role, and generalist managed-services leadership increase applicant competition.
Role demands infrastructure and managed-services domain expertise, limiting easy cross-industry transferability.
Requires specific managed-services domain experience, coaching ability, and service-management expertise, so moderate filtering.
Accountable for delivering contracted Managed Services outcomes to clients ensuring operational IT infrastructure and system stability.
Resolve escalated technical incidents/requests independently within SLAs and provide emergency support for critical business-impacting issues.
Coach and manage engineering teams, drive continual service improvement initiatives including automation, and engage with clients for technical operational support.
Bachelor’s degree or equivalent in Information Technology, Computing, or related field.
Experience coaching and mentoring engineering teams within IT service organizations.
Experience with continual service improvement initiatives and organizational change management.
Experience in at least one domain tower: Network, Collaboration/Customer Experience, Cloud, Security, or Data Center.
Experienced in managing service delivery and leading operational teams within complex, multi-domain IT managed services environments.
Strong capability to implement transformational objectives and drive process automation for efficiency.
Operates effectively across cultures, managing client engagements and internal teams remotely under pressure.