Position: Manager, Managed Services
Reports to: VP Delivery & Managed Services
Location: Remote
Department: Delivery
Role Overview
The Manager, Managed Services is responsible for overseeing a Managed Services (MS) operations and support delivery across Gogh’s client portfolio. This role ensures that client issues, enhancements, and service requests are managed efficiently, within defined SLAs, and with exceptional quality.
The Manager, Managed Services leads the support team across functional and technical domains, coordinating ticket prioritization, root cause analysis, and resolution. Acting as the bridge between MS clients, Delivery leadership, and PMO, this role ensures that clients experience consistent value, transparency, and proactive communication throughout the support lifecycle.
Key Responsibilities
Leadership & Team Management
- Lead and manage the Managed Services team, including functional and technical analysts, ensuring coverage, responsiveness, and quality of service.
- Oversee onboarding and training of MS consultants to maintain domain and product expertise.
- Foster a culture of accountability, collaboration, and continuous improvement across the MS team.
- Partner with Delivery Directors and Resource Management to align staffing to demand.
Service Delivery & Governance
- Oversee day-to-day MS operations, ensuring adherence to SLAs and service quality standards.
- Manage ticket triage, prioritization, and escalation across functional and technical streams.
- Review and validate proposed solutions and deployment plans for service requests.
- Ensure clear documentation, knowledge base maintenance, and ticket lifecycle traceability.
- Responsible for root cause analysis on recurring incidents and drive corrective actions.
- Collaborate with PMO and Delivery to define and improve MS processes, reporting, and KPIs.
Client Relationship Management
- Serve as primary point of contact for MS clients on operational matters.
- Lead regular service review meetings (monthly / quarterly) to review SLA performance, metrics, and improvement plans.
- Partner with VP Delivery and VP Success to identify upselling or expansion opportunities within existing MS contracts.
- Ensure high levels of client satisfaction and alignment with agreed service scope.
Operational & Financial Accountability
- Manage MS capacity, utilization, and financial performance in alignment with delivery targets.
- Forecast resourcing needs based on backlog, pipeline, and contractual obligations.
- Maintain visibility into contract compliance, billing accuracy, and profitability.
- Contribute to MS reporting for leadership dashboards and quarterly business reviews.
Continuous Improvement
- Drive process optimization through automation, proactive monitoring, and tooling enhancements.
- Identify opportunities for reusability, standardization, and knowledge sharing across the MS team.
- Collaborate with Technical and Functional Directors to transition project deliverables into stable MS operations.
- Maintain alignment with IFS roadmap updates, patches, and release cycles.
Qualifications & Experience
- 8+ years of experience in ERP support, MS delivery, or IT service management, including at least 3 years in a leadership role.
- Strong understanding of IFS Cloud applications, including both functional and technical domains.
- Proven experience managing SLAs, support team, and client communications in a consulting environment.
- Excellent leadership, problem-solving, and client relationship skills.
- Ability to manage multiple client accounts and competing priorities effectively.
Key Performance Indicators
- SLA compliance and resolution time metrics.
- Client satisfaction and employee retention rates.
- Ticket backlog reduction and root cause closure rates.
- Process improvement and knowledge management adoption.
Cultural Fit
You thrive in a service-oriented, fast-paced environment where client satisfaction and operational excellence are paramount. You balance empathy with execution — ensuring your team feels supported while maintaining accountability to commitments. You take pride in creating structure, building client trust, and leading a team that delivers measurable, sustained value.