Manager, Managed Services Operations

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $120k - $140k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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Logicalis GmbH

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Logicalis GmbH is a service-oriented IT solutions and Managed Services provider, focusing on network and data center technology, as well as Unified Communications & Collaboration and Application & Information Management. With around 250 employees across seven locations, it generates approximately 185 million Euros in revenue in Germany. Inforsacom Logicalis is part of the globally operating Logicalis Group.

📋 Description

• Lead 24x7x365 Managed Services delivery for the designated operational scope • Provide people leadership, service performance management, operational governance, risk management, customer outcomes, and continual improvement • Execute the Managed Services operating model, including ownership, workload prioritization, risk management, cross-functional coordination, and leadership communication • Oversee service performance using customer- and pod-level KPIs, service levels, quality measures, and operational reviews • Establish and maintain operational processes, controls, and service standards • Lead operational reviews and implement corrective actions • Coordinate shared resources and resolve cross-pod dependencies with peer Operations Managers and technical leaders • Manage, coach, and develop direct and matrixed leaders and technical staff • Own workforce and capacity planning, including staffing, scheduling, coverage, utilization, and cost • Lead operational escalations for complex or high-impact issues and critical incidents • Partner with Service Delivery Managers, technical leaders, architects, vendors, and stakeholders on customer priorities, risks, commitments, and escalations • Lead process, automation, orchestration, workflow, and problem-management improvements • Ensure new and changed services are operationally ready and coordinate onboarding and transitions • Manage assigned operating costs within budget and partner on corrective actions and investment decisions • Ensure compliance with customer, regulatory, security, audit, and governance requirements • Directly supervise Managed Services Operations staff and/or operational leaders as assigned

🎯 Requirements

• Bachelor’s degree in a related field preferred; equivalent combination of education and experience accepted • 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 • ITIL Foundation certification preferred • 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 • Ability to lead through ambiguity, prioritize competing demands, manage risk, and hold teams accountable • Disciplined follow-through and comfort using dashboards, reports, ITSM data, and documentation repositories in a 24x7x365 environment • Ability to perform the stated physical demands, including occasional lifting of up to 10 pounds